Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
Opening a delivery profile in your Knowledge Center now shows every country, expandable to the exact regions it covers, and each rate names the condition that makes it apply, so a free shipping rate reads as "order over 70.00" instead of an unexplained zero. Countries are shown by name rather than a two letter code.
While a store is in observe mode, Arbyn is meant to draft every reply and wait for you to approve it. A draft could still reach the shopper: in the chat window as it happened, again if they reloaded the page, and in the email sent when the conversation closed. All three are fixed, and an approved reply now always reaches the shopper as well.
Closing the "ask about this product" bar used to bring it back the next time the page reloaded. It now stays away for that product until the shopper moves to a different one.
The internal note left for your team on an escalation could describe a system it had no way of actually seeing, sending someone looking in the wrong place. It now sticks to describing what the customer asked and what already happened in the conversation.
A conversation that had ever been escalated to your team could never actually reach Resolved, even after the shopper said thanks and your team handed it back. It would sit as unresolved and then eventually jump straight to Closed. This now works correctly on both chat and email. Separately, clearing an escalation used to erase the record that a human was ever involved, so every conversation your team rescued was being counted as one Arbyn resolved entirely on its own. Your deflection rate may read a little lower now. The work did not change, the counting did.
If your store handles returns through your own page rather than a Shopify account, the returns button used to tell shoppers to log in first, a step that page does not have. It also sometimes appeared twice on the same message. Both are fixed, and the same button now also appears correctly in email replies. An order that is not eligible for a return no longer arrives with a working-looking returns button attached to the message explaining why it cannot be returned.
Approving a return where the customer chose store credit both approves the return and moves real money, in a single click. Until now the approval card showed you the order, the reason and the photo, but never the figure. You could not tell from the screen whether you were about to issue a small amount or a large one, and you found out only afterwards. The amount is now on the card before you click, in the order's own currency. If the credit cannot be issued automatically for some reason, the card tells you that first, rather than emailing you about it after the fact.
Store credit only works on Shopify's newer customer accounts, and a customer can only spend it when they are signed in at checkout. Arbyn now reads your store's real setup and behaves accordingly: if your store cannot redeem store credit at all, the option is turned off and tells you why, rather than letting Arbyn offer something a customer could never use. Where store credit does work but signing in is optional in your store, Arbyn tells the customer they will need to sign in to spend it, and gives them your store's own sign in link so they can.
Arbyn could always talk about store credit. It can now actually issue it, in two ways: you can send store credit to a customer yourself from the conversation, and Arbyn can add it automatically the moment you approve a return where the customer chose store credit as their resolution. Before Arbyn can do this, Shopify asks for a one time permission. You will find it under Integrations, Store credit, with a button to grant it.
Each of these builders now carries a short, plain note explaining what the setting you are configuring actually does, so you no longer have to test it live or guess to find out.
If you sell in multiple regions or languages through Shopify's multi market tools, the chat widget now matches the language of the storefront a shopper is actually browsing, including the launcher button and the welcome message. This is on by default for every store. If a shopper's language has not actually been published on your storefront, the widget now falls back to your store's own default language instead of defaulting to English by mistake. The widget customizer preview also now matches what a shopper in a different language actually sees, instead of a version that could lag behind the real thing.
A quiz used to end by naming the right product and stopping there. The shopper had just been told exactly what suited them, and then had to go and find it themselves. Plenty of them did not. Every product a quiz shows now carries **Add to bag** and **Buy now**: the recommended product, the fallback when it steps in, and each cross-sell. It works on the result screen and on the screen a returning shopper sees once their retakes are used up. It also works for a shopper who has never sent you a chat message, so a quiz taken cold can still finish in a sale. Two smaller things in the same release. The quiz builder now explains what each section does as you build it, instead of leaving you to work it out. And **Save and activate** returns you to your quiz list, so you can see the quiz went live rather than being left on the editor wondering.