Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
A quantity in the chat bag could climb far past anything a shopper intended, which then showed up in the checkout total the agent quoted. Quantities are now capped per item, and any bag that had already run away corrects itself the next time it is opened.
If you were browsing page two or later of your inbox and opened a conversation, you'd land back on page one when you returned to the list, losing your place in a large queue. Opening a conversation now keeps you exactly where you were.
The Upload action on the setup checklist opened the Knowledge overview, which has no upload control, so it looked like uploading was broken. It now opens Documents, where the uploader lives. The Documents count also matches what that page lists, instead of including Shopify pages and blog posts that are counted separately.
While your agent is in calibration (learning your store before going live), a handful of quick chat replies (order confirmations, return and cancellation follow-ups, gift card lookups, handoffs to a person) could still send straight to the customer instead of waiting for your approval. And when a reply was correctly held, it did not always show up in your inbox for you to review. Both are fixed: every reply is now held for you during calibration, and every held reply is visible and ready to approve.
Clicking "Finish setup" or an upgrade prompt could send you to the wrong billing page instead of your Arbyn plans. This is fixed; the button now always takes you to Arbyn's own Starter and Agent plans.
The Analytics shortcut in your Command Center header was opening a blank page instead of your Reports dashboard. It now takes you straight to your real analytics.
If a customer confirmed their email but had no order number handy, and then asked a follow-up like "just tell me what orders are on my account," Arbyn could reply with an empty "Here are your recent orders" and nothing after it. It now always looks the orders up before replying, and tells the customer plainly when there are none.
In rare cases, an email, Instagram, or Facebook Messenger reply could describe a product that does not exist, or link to a product page that leads nowhere. Those channels now check every product mention and every link against your real, published catalog before a reply goes out, exactly the same way chat already does, so a customer never receives a made-up product or a dead link.
Your business summary in the Knowledge Center could suggest indexing your catalog as a next step, even though catalog indexing happens automatically and is not something you need to do. The summary now describes your catalog's real status instead.
When you replied to a customer by hand from the inbox, your reply could open as a brand new email thread instead of continuing the existing conversation, which was confusing for the customer. Manual replies now always land in the same thread as the rest of the conversation, the same as every other reply Arbyn sends.
When a customer in the EU, EEA, or UK asked in chat whether they could return an order, Arbyn used your shop's return window as it was set, even where the law guarantees a longer one. So a customer still inside their legal return period could be told no if your window was shorter. Arbyn now always honors at least the statutory minimum for those regions when it answers a return question, while still using your own window wherever it is more generous. Customers outside those regions are unaffected, and so is the point where a return is actually created.
If you told Arbyn to only handle refunds, cancellations, address changes, returns, or discounts on a specific channel, such as email only, that restriction was not being enforced anywhere. It now is, everywhere Arbyn can act: Arbyn will not offer or apply an action on a channel you have not allowed it on.