The template dropdown in reply, broadcast, and automations is now wider and shows each template's approval date. Long names no longer get cut off, and you can hover a truncated name to see it in full. The date helps you tell near-identical templates apart.

The conversation export tool now accepts any date range, not just up to six months. It splits a large range into parts automatically and skips periods you already exported.

If a shopper asked about a product or order and then just sent a greeting, the chatbot could lose track of the original question. It now remembers the context and continues helping.

The chatbot now correctly recognises when a shopper accepts a branch-check or store-location offer. It stops re-asking the same question and no longer matches against deleted products.

The chatbot sometimes stopped replying right after a shopper confirmed a product or order selection. It now keeps the conversation going as expected.

Products with very long or HTML-heavy descriptions never got indexed for AI, so the chatbot could not see them. They are now indexed correctly, and existing stuck products were backfilled.

Long email conversations with many attachments could take 30 to 60 seconds to open, and sometimes failed with an error. They now open normally.

In AI Chatbot settings, under Business Details, you can now force every reply into one language instead of mirroring the customer. Choose "Reply in customer's language" (the default) or "Always reply in a set language."

The Facebook connect flow now loads your page list without waiting on one slow request, so the screen no longer spins forever. If something does go wrong, it shows the real error instead of failing silently.

Sending a WhatsApp message with a missing or broken dynamic CTA button link used to crash the whole send with no record. The message is now marked "Undelivered" so you can see it failed instead of it vanishing.

A ready export shows a countdown like "(Expires in 5 days)" so you know to download it before the 30-day window closes. Once it ages out, it consistently reads "expired" with a note to contact support for a re-run.

The WhatsApp Business API self-serve setup wizard has a cleaner layout and copy. It now shows a clearer choice between your own number and a virtual number, an accurate step count, and tidier text across all 12 languages.

Each of the 10 custom guardrail inputs in AI Chatbot settings now shows a different, relevant example instead of repeating the same one, making it easier to write a good rule.

If a search hits a database timeout, it now retries automatically a couple of seconds later, so a search that would have failed gets a second chance to succeed.

When support runs a conversation export on your behalf, you can now download the file yourself from the Conversation Export tab, instead of waiting for support to send it over separately.

Exports that were timing out for some merchants now complete successfully.

The export screen promised 3 working days when the real wait is 10 to 12. It now shows the correct estimate, translated for non-English users.

In AI Chatbot settings you can now add up to 10 custom rules that always hand a chat to a human, for example "payment proof screenshot." When a chat matches a rule, the bot escalates it instead of replying itself.

Exports of conversation messages were being killed by a background cleanup that mistook them for stuck queries. Exports now complete, and any stuck export request is automatically requeued.

When the AI chatbot escalated a conversation to a human, the assigned agent could get cleared. The human assignee now stays assigned after the hand-off.

If the server rejected a field during signup (for example a phone number), the Next button used to do nothing with no explanation. It now shows the real reason instead of silently failing.

Templates now allow up to 10 quick-reply buttons (was 3) and two "Visit Website" buttons at once. This matches WhatsApp's current limits and gives more flexible layouts.

Uploading a CSV for a broadcast or segment now flags rows that will be skipped or fail, such as bad phone numbers or duplicate country codes. You can fix problem rows before sending instead of finding out afterward.

Outbound WhatsApp template messages are now part of the history the AI chatbot and Generate with AI read. Replies are more context-aware when a template was sent earlier in the chat.

Typing "1. " or "- " in a WhatsApp, Instagram or Facebook reply had stopped turning into a list. Numbered and bulleted lists auto-format again.

How many past messages the AI chatbot considers is no longer one account-wide setting. Admins can now tune it per channel.

A new Conversation Export screen under Reporting lets an admin pick a channel and date range (up to 6 months) and request an export. You get a secure download link within 3 working days, with no need to email support.

The chatbot used to track only the last product a shopper asked about. It now considers every product mentioned across recent turns, so it no longer wrongly claims a product isn't in the catalog.

Merchants can now connect a WhatsApp Business number through a guided, step-by-step wizard instead of a support-led setup. It walks you through Business Manager linking, Gupshup setup and Meta go-live, with in-wizard help at each step.

Under Assigned Tickets, your own row is now a single clickable row showing your assigned count, instead of a nested submenu. One click goes straight to your tickets.

Product search now prefers exact word matches over partial ones. The chatbot picks the right product more often when names are similar.

Generate AI Reply now requests a strict format when extracting your question, instead of a free-form response that could occasionally fail to parse. Fewer draft generations fail.

The chatbot's stock answers now honor Shopify's continue-selling setting per branch. It no longer says an item is out of stock at a branch that's set to keep selling.

Shopify is retiring the script this banner relied on, so it had already stopped displaying. Its nav links and help text are now hidden. The COD-to-Prepaid automation itself is unaffected.

Generate AI Reply now streams the draft into the reply box word by word instead of all at once. Send stays disabled until the draft finishes.

A small Give Feedback button now sits beside the heading on every dashboard page. Anyone can leave quick feedback about a page without leaving it.

The Automations screen has a new Library tab and Browse Templates button. You can browse and copy ready-made automation flows instead of building each one from scratch.

The chatbot sometimes offered to check other branches before answering the shopper's original question. It now answers the current location first, then offers to check elsewhere.

When a shopper mentioned an order number, the chatbot could look it up without confirming ownership. It now verifies the order belongs to that shopper before sharing details.

The chatbot sometimes told shoppers a product didn't come in a certain size or color without actually knowing. It no longer invents these denials when unsure.

Sharing a product search link sometimes triggered an unnecessary hand-off to a human. Search links are now treated as a normal informational reply.

Stock answers for a named store location didn't account for which size or color the shopper asked about. They now reflect the specific variant.

Editing an FAQ in the AI knowledge base didn't refresh what the chatbot searches, so it kept using the old answer. Edits now update the search index immediately.

The monthly analytics report used a stale date window, so numbers didn't match the month shown. It now reports for the correct date range.

Sending a document via a WhatsApp quick reply could show the wrong filename to the customer. Quick-reply document attachments now show the correct filename.

The template editor now allows up to 1000 characters in the body (was 550), minus 50 for each variable used. The character counter shows exactly how much room your variables take.

Most Marketing and Settings pages now show a "See Guide" button next to the heading that opens the relevant how-to guide instantly. Guides used to live only in a separate tab that was easy to miss.

Generate AI Reply always quoted prices in USD and could link to a placeholder storefront. Drafts now quote your actual currency and link to your own store.

The chatbot previously assumed every merchant had a connected Shopify store, so non-ecommerce channels couldn't fully use it. Merchants without an online store can now use it, with prompts suited to non-ecommerce conversations.

When a customer's last message was mostly a link, emoji or contact card, the chatbot could hand off in the wrong language. Hand-offs now fall back to your configured default language when there's too little text to detect one.

Turn on "Share inventory count" and "Share location-wise availability" in AI Agent settings, and the chatbot can tell a shopper the exact stock count or whether an item is available at a specific store. Previously it could only say in stock or not.

A broadcast whose send time had already passed when you published was created but never sent, with no warning. Publishing now validates the time and shows a clear error.

The "Share Product Feedback" page no longer uses a third-party embedded form. You can submit feedback (with up to 3 attachments) directly in the app, with formatting tools and a confirmation screen.

A customer-uploaded file shared the same domain as our widget script, and antivirus vendors flag whole domains, so the widget started getting blocked on storefronts. The widget and COD-to-prepaid scripts now load from a dedicated domain that can never serve uploads.

Every attempt to create a short link failed after an old database table was removed. Short links (used in broadcasts and tracking) are created successfully again.

The drawer showed generic text like "New reply from customer…". It now shows the customer's name, what happened, the channel, and a message preview, with relative timestamps like "5m ago".

Add Fastrr / Shiprocket SR Checkout as a checkout provider under Settings → Integrations, with its own name and icon.

Overview, Automation and Broadcast analytics now show a graph of messages attempted, sent, delivered and read. Channels without a connected store can now view message analytics too (revenue figures stay hidden for them).

Web push notifications now run on Firebase Cloud Messaging instead of the old Pusher Beams service. Delivery is more reliable, with no visible change to how notifications look.

Rating an AI chatbot reply had a single generic comment field. Negative feedback now asks "What went wrong?" and "What should the AI have replied instead?".

Recovery amounts were shown in paise instead of rupees, making them look 100 times too large. They now show the correct value.

The pricing page's per-use token estimates were outdated. It now shows realistic figures: Rewrite ~500, Generate ~4,000, Chatbot ~10,000 tokens.

AI settings were grouped under confusing names like "AI Chatbot Settings" and "AI Global Settings". They're now separated into AI Agent (Chatbot), AI Assistant (Manual), AI Product Data, and AI Knowledge Base.

App files (JS/CSS) were served from US servers for everyone. They now load from a nearby CDN, so the app loads faster outside the US with no change elsewhere.

The pricing page still showed the old AI Assistant overage rate. It now shows $1 (80% off) per 100K tokens after free tokens are used.

Agents could type comment replies longer than Instagram, Facebook or Messenger accept. A live counter now prevents sending a reply over each platform's limit (Messenger 1000, Instagram 2000, Facebook 5000).

A key-matching bug meant recovery attribution never linked back to the order, so tracking undercounted recovered sales. Recovered Razorpay Magic checkouts now link back correctly.

Drafts weren't always saved or deleted, so clearing a reply box could leave a stale draft. Drafts now save as you type and clear properly, across chat and email.

Searching an email address while composing used a slow, unindexed lookup. It now returns the top 20 matches faster.

Open ticket counts in the inbox now update in real time across channels, teammates, and tags. When a ticket is assigned, tagged, closed, or reopened, the related counts update automatically without needing to refresh the page.

This makes the inbox more accurate and reliable during active support workflows, especially for busy teams managing high ticket volumes. The counts now stay in sync across open tabs, helping agents quickly understand workload, ownership, and ticket status while they work.

Mobile push notifications now include more helpful information for every new customer message. Each notification shows the customer's name or phone number, the support channel name, and the customer's message body where available, so your team can quickly understand who is messaging and what the conversation is about.

When both a name and phone number are available, the notification displays the customer's name. If only a phone number is available, that number is shown instead. By including the message preview directly in the notification, agents can better prioritize incoming conversations and respond faster from the mobile app.

You can now request an export of your DelightChat chat conversations by contacting our support team from here.

When raising the request, please mention the support channel and the date range you want to export. Once requested, you'll receive the export within 24 working hours via email, with a downloadable CSV file.

The export includes the conversation messages exchanged between customers and your team, including the back-and-forth message content for the selected channel and period. This can be useful for internal reviews, support quality analysis, reporting, and AI analysis of real customer conversations - such as identifying common questions, improving help content, and generating AI Knowledge Base FAQs from actual customer interactions.

When the AI chatbot encounters a customer question it cannot confidently answer, the query is now automatically captured and added to the AI Knowledge Base review section. This gives teams a clear list of unanswered questions that need attention, instead of relying on manual tracking or agent feedback.

Each entry includes the customer's question along with relevant conversation context, making it easier to understand what the customer was asking and create the right Knowledge Base content. Over time, this helps you continuously train and improve the chatbot using real customer conversations, reduce repeated unanswered queries, and improve AI response accuracy.

The latest DelightChat mobile app release includes several improvements to make the app faster, smoother, and more reliable. Version 3.0.2 brings stability enhancements, faster load times across key screens, smoother transitions between tabs, improved notification handling, and refinements to email cards for a cleaner mobile support experience.

We've also added a new gesture-based navigation improvement: you can now swipe from left to right to go back to the previous screen in the app. This makes it easier to move between conversations, customer details, and other screens while managing support on mobile.

DelightChat now supports direct webhook integrations with custom checkout providers such as FlexyPe, GoKwik, Razorpay Magic Checkout, Cashfree / Ecom360, Cashfree / OCC, and Shopflo for abandoned checkout recovery. These integrations help merchants capture checkout events directly from their checkout provider without relying on intermediary connectors.

Once connected, DelightChat can listen for checkout activity from the selected provider and trigger abandoned checkout recovery workflows more reliably. You can set this up from Settings → Integrations → Add Integration in your DelightChat dashboard.

You can now view message reactions and read receipts in Facebook Messenger and Instagram Direct Message conversations inside DelightChat. Reactions appear alongside messages in the conversation thread, giving agents more context on how customers are responding.

Read receipts also show when your message has been seen by the recipient. This gives support teams better visibility into customer engagement and helps agents decide when to follow up at the right time.

DelightChat's new AI Chatbot is now available for Shopify merchants across WhatsApp, Instagram DMs, Facebook Messenger, and Live Chat. The chatbot can answer customer queries with richer context from your store, including customer details, product information, order data, and your AI Knowledge Base.

The AI works alongside your existing inbox workflows and is designed to choose the right next step in a conversation - whether that means answering directly, asking a clarifying question, or escalating to a human agent. You can configure strict guardrails from chatbot settings to decide what the AI should and should not answer, along with escalation and handoff scenarios for cases where your team should take over.

The chatbot also supports smarter product matching and identification. It can understand customer intent from product images, shared product links, partial names, jumbled text, or unclear descriptions, and match them to relevant products from your Shopify store. This helps the AI handle common ecommerce questions such as order status, product availability, return policies, delivery timelines, product recommendations, and FAQs more effectively - reducing repetitive workload for agents while giving customers faster answers. Get started setting up your AI agent from here.

Improved Payment Status Detection for Partially Paid Orders

DelightChat now supports better handling of Partially Paid and Partial COD orders, especially for brands using custom checkout providers where these payment statuses are commonly used.

When an order is only partially paid, you can now trigger automations based on the order's payment status and include payment-specific details in your WhatsApp messages.

We've added two new message template variables:

{AmountPaid} — shows the amount already paid by the customer
{AmountDue} — shows the remaining balance due for the order

To set this up, go to Marketing → Automations → Create New Automation. Select Shopify Triggers, then choose New Prepaid Order as the event trigger.

In the entry conditions, set: Payment status of order → Partially paid

Once this condition is added, choose your message template and use {AmountPaid} and {AmountDue} to clearly communicate the paid amount and pending amount to the customer.

A new toggle in Team Member settings labeled "Mask Customer Phone Numbers in Support Inbox" allows you to control the visibility of sensitive information. When enabled, customer phone numbers are masked in the web and mobile support inbox views—showing only the country code and last two digits, with the remaining digits replaced by "xxxx".

Read receipts are now available for WhatsApp session messages in DelightChat. You can see when a message is sent, delivered, and read directly within the conversation thread, giving agents better visibility into message status during customer interactions.

Message status is indicated using familiar WhatsApp indicators: a single tick means the message was sent, double ticks mean it was delivered, and double green ticks mean it was read. Read confirmations will only appear if the recipient has read receipts enabled on their WhatsApp account. This helps teams better understand customer engagement and follow up at the right time.

This will be released in a phased manner to all accounts within the next few days.

You can now import knowledge base content from multiple sources into the AI Knowledge Base.

This update allows you to connect, upload, and consolidate information from supported platforms and file types into a single knowledge base - giving you greater flexibility and control over how you manage your content.

Bulk Import FAQs

Bulk Import enables you to quickly add multiple FAQs to your AI Knowledge Base. In both options below, you'll be able to review all FAQs before they are added.

Import from URL

Provide a URL and AI will automatically scan the page and extract relevant FAQs. You can review and edit the imported FAQs before adding them to your Knowledge Base.

Upload a CSV

Upload a CSV file containing question–answer pairs. The file must include two columns: question and answer. You'll be able to review and confirm the FAQs before publishing them to your Knowledge Base.

You can now send dynamic media through the custom API (via external triggers) automation for templates with video and document headers. This extends the previous support, which was limited to image headers, allowing custom API-triggered messages to dynamically reference external video or document resources in template headers.

The mobile app now automatically refreshes chat data when you bring it from the background to the foreground on both Android and iPhone. This ensures you always see the latest messages without needing to manually pull down to refresh.

AI-generated replies were primarily based on text context, which can limit accuracy when customers share images or voice notes.

Going forward, image and voice context in AI-generated responses is enabled - allowing the AI to better understand customer intent from richer inputs. This will help produce more relevant, accurate replies and improve overall conversation quality.

Several interface elements on the mobile app have been updated for clarity and consistency. Labels are now more readable in low-light mode, touch targets for key actions have been expanded, and notifications adopt your device's accessibility settings for text size. Navigation transitions have also been refined for a smoother experience across devices.

AI now has context of Shopify product catalog. When drafting replies, AI pulls in contextual details like product options, titles, prices, categories and links directly from your connected Shopify store. To sync latest Product data, go to AI settings.

You can now guide AI-generated replies using explicit agent-provided directional context. When generating an AI reply, any text added in the "Add AI Context" field is passed to the AI as directional input to better understand your intent and the conversation.

This context helps the AI align its response with what you want to communicate, without directly copying or repeating the input unless it's contextually appropriate. If no context is added, AI reply generation works as usual. This gives agents more control over tone, intent, and accuracy while still benefiting from AI assistance.

✨ New Features

Audio Transcriptions in Conversations

Audio messages now show their transcriptions directly inside the conversation.

• Transcribed text appears automatically when a voice note is received
• Read audio content alongside messages without switching views
• Makes reviewing voice notes faster and more accessible

DelightChat Actions in Shopify Flow

You can now trigger DelightChat actions directly from Shopify Flow.

• Connect Shopify events like orders or customer updates to DelightChat
• Build workflows that link store activity with customer conversations
• Create seamless automation across Shopify and DelightChat

Related Tickets View

Quickly view and navigate between connected support tickets.

• See linked tickets from within a conversation
• View status and key details at a glance
• Jump between related tickets without losing context

Support Center on Mobile

Access help and resources directly from the mobile app.

• Opens automatically when you tap support links on mobile
• Includes FAQs & Guides, System Status, and Changelog
• Contact support via WhatsApp, email, or book a meeting
• Shows service availability based on business hours

🛠 Improvements & Enhancements

Sorting Options in WhatsApp Marketing

• Sort campaigns by date created, status, or campaign name
• Sorting controls appear at the top of the campaign list
• Your selection is remembered when you return to the dashboard

Duplicate Number Detection in Broadcast and Opt-outs CSV Uploads

• Automatically detects duplicate phone numbers during CSV upload
• Takes care of duplicate numbers in multiple formats - (+countrycode-number / +countrycode-0-number / number / countrycode-number / 0-number / countrycode-0-number / +number)
• Helps clean up files before sending a broadcast

Automatic Order Tags for COD Verification

Cash-on-delivery orders are now automatically tagged based on WhatsApp verification status.

• CODNoResponse — message delivered but no response received
• DC_COD_OptedOut — customer opted out of WhatsApp communication
• DC_COD_NotReachableOnWhatsApp — customer couldn't be reached on WhatsApp
• Tags are added to Shopify orders and available via API

Dynamic Product Images in Automation Messages

• Automatically include product images in order-related messages
• Available in order confirmation, COD verification, order shipped, and more
• Keeps outbound messages visually relevant without manual setup

Visual Preview for Dynamic Message Headers

• See a visual example while configuring message headers
• Preview how personalization appears without sending test messages
• Makes template setup faster and more predictable

Clear Date Indicators in Long Conversations

• A floating date label appears while scrolling through long chat histories
• Helps track message timelines easily
• Automatically fades to keep the interface clean

Better Visual Separation for Sent Messages

• Sent messages now appear with a distinct background color
• Makes conversations easier to follow
• Improves clarity in image and template heavy chats

🤖 AI & Knowledge Improvements

Smarter Knowledge Base Search

• Knowledge Base articles are now indexed for more accurate retrieval
• Improves how information is matched during searches and AI responses
• Results in more relevant and precise AI replies

Improved AI Reliability at Scale

• Backend improvements ensure faster and more consistent AI responses
• Handles higher usage smoothly during peak times
• Improves overall responsiveness and stability

✨ New Features

AI Assistant: Context-Aware Reply Drafts

Generate complete replies in seconds with AI that understands your business context.

• Uses FAQs, Shopify order data, and past conversations
• Works across all customer languages
• Improves as you add richer FAQs
• Available on Web (Mobile coming soon)

Reply to Specific WhatsApp Messages

Reply to individual messages inside a conversation, just like the native WhatsApp app.

• Supports text, images, videos, and other media
• Works for messages received in the last 30 days
• Keeps conversations clearer and easier to follow

Multi-language Dashboard

Use DelightChat in the language you're most comfortable with.

• Now available in 11 languages: Hindi, French, Spanish, Portuguese (Brazil & Portugal), German, Italian, Indonesian, Turkish, Arabic, Russian, and English
• Fully translated UI including navigation and settings
• Easily switch languages from Settings

WhatsApp Voice Notes on Mobile

Send and receive WhatsApp voice notes directly from the DelightChat mobile apps.

• Supported on both Android and iOS
• Ideal for faster, more personal customer conversations

🛠 Improvements & Fixes

• WhatsApp Reactions Support – View and react to messages with emoji reactions directly in DelightChat
• WhatsApp Contact Cards – Contact cards are now displayed inline in conversations
• WhatsApp Location Messages – View shared locations directly inside chats
• Instagram DM Video Support – Receive and view video files sent via Instagram DMs
• Welcome Popup Flag Fix – Corrected country flag issues for countries sharing the same phone code

✨ New Features

Broadcast Retry (WhatsApp)

Automatically retry failed broadcast messages caused by frequency limits.

• Configure up to 3 retries
• Retries only target failed recipients
• Schedule retries up to 6 days after the original campaign

Carousel Card Templates

Send rich, scrollable product carousels on WhatsApp.

• Showcase up to 10 products in one message
• Each card supports website links
• Improves product discovery and engagement

AI Text Transformation (Tone & Style)

"Edit message tone and clarity directly inside the editor."

• Change tone
• Simplify or shorten text
• Fix spelling and grammar
• Enable via Settings → Global Settings → AI Assistant

Changelog Popup

"See product updates directly on login so teams never miss important changes."

🛠 Improvements & Fixes

• Template search added in Compose modal
• Fixed mobile responsiveness issues in Welcome Popup
• Improved email data handling
• Copy buttons added for phone numbers and emails in Orders panel

✨ New Features

COD to Prepaid Automation

Automatically convert Cash-on-Delivery orders to prepaid.

• Supports Razorpay and Shopify checkout
• Configurable via Automations

COD to Prepaid Checkout Banner

Show a payment banner on the Shopify thank-you page for COD orders with a Razorpay payment link.

Razorpay Payment Gateway Integration

Use Razorpay to collect prepaid payments for COD conversions. (More gateways planned)

Message Template Statuses

New Paused and Disabled states for templates.

• Impacted automations show warnings
• Admins receive email alerts

🛠 Improvements & Fixes

• Customer Name column added to Broadcast Analytics CSV exports

✨ New Features

Bulk Actions in Support Inbox

Assign, close, or update multiple tickets at once.

• Notifications shown in Messages & Notifications panels
• Mobile apps receive bulk action updates

Marketing Analytics Emails

Receive weekly and monthly performance summaries via email.

Back in Stock Automation

Notify customers on WhatsApp when out-of-stock products are restocked.

Marketing Analytics Dashboard

Unified view of WhatsApp marketing and automation performance.

🛠 Improvements & Fixes

• Segment search and sorting added
• Faster product catalog syncing
• Retained last-used country code in WhatsApp compose
• Improved agent access control for restricted channels
• Customizable Back-in-Stock widget color

✨ New Features

Support Inbox Layout Controls

Customize your workspace:

• Reorder support channels and brands
• Collapse side panels for more chat space
• Resize message panel dynamically

Automation Enhancements

• Skip order confirmation messages for POS orders
• Capture Name & Email in Welcome Popup
• Duplicate automation rules
• New post-purchase automation templates

🛠 Improvements & Fixes

• Fixed mobile formatting, attachments, crashes, and editor issues
• Improved Welcome Popup delay handling
• Added dynamic language Thank You pages for CSAT

✨ New Features

Click to WhatsApp Ads (CTWA)

Set up CTWA automations directly from DelightChat.

WhatsApp Catalog

Sell directly through WhatsApp.

• Sync products from Shopify
• Send catalog items in chats and broadcasts
• Track WhatsApp-driven orders via analytics
• Use catalog items in automations

Automated CSAT Surveys

Automatically send CSAT surveys when tickets are closed.

🛠 Improvements & Fixes

• Template search, sorting, and media indicators
• Improved order link formatting
• Fixed UI issues across Web and Mobile apps