February 2, 2026

Agent actions renamed to AI skills.
Agentic triggers are now available for AI skills. Simply type what the AI should do and when it is needed. Being clear and specific is always good. You can also add custom rules and example questions.
Choose to enable an AI skill for specific audiences (vs. for everyone) under advanced triggers.
New AI skill: Try again in another topic. This is intended for the Team Assistant. This way, if the support agent asks a question and the AI can't answer because it doesn't have the information in the sources, then an action can be provided to look into the ticket sources as well for answers.
Create a knowledge suggestion task directly from the conversation details view.
Secure user identification verification added. Find more information here.
Workflows renamed to Lifecycle (stages).
Adjusted the language logic to first check the page language before going through the rest of the conditions. This allows you to support multiple languages while still getting the AI to open in a certain language the first time.
The disclaimer message will be translated according to the language logic.
A title is generated asynchronously for each conversation (5 minutes after the last question in that conversation). This generated title will be included in the exports and be shown in the AI component’s recent conversations list.

January 26, 2026

Text-to-speech functionality is now available! 🔊 This means your endusers can now listen to the responses provided by the AI.
The setting for starter message language has been removed. The starting message will use the language of the UI.
If the user selects a language in the team assistant, that selection will be remembered.
If you select an origin filter on the Insights page, that selection will be remembered.
Number of questions added as a filter to the conversations list view.
Multiple improvements and fixes regarding language handling as well as conversation tags.
A new page has been added for managing conversation tags. Here you can add, rename and delete them.

Conversation export now includes additional fields: title, visitor ID/email, escalated
Bug fixes related to language handling
UI improvements such as a floating input field for AI component

We have just added speech-to-text functionality! 🎙️ Your endusers can now click the microphone icon to dictate their questions. You can enable/disable this feature from the AI editor (Layout -> enable voice input).
In Freshchat, you can now send an image by copy-pasting it directly into the message field as well.

You can now generate answers based on similar tickets in the Unless dashboard.
You can also generate answers based on similar tickets in the team assistant. (This currently only works for Hubspot tickets. If you use a different CRM and are interested in this feature, let your account manager know.)
Conversation analysis is now available for API conversations too.
We've improved the UI to show more clearly when an action is being processed with a loading indicator (spinner).
The icons on the top bar have been moved to the menu in the bottom bar. We've also added the option to start a new conversation from the menu.
The legacy search view in component has been removed. Everyone should already have been switched to the ‘inline search tab’. If that wasn't the case, it can be enabled via the AI component settings.