Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
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.
The personalized written summary of your store on the Knowledge Center could quietly fall back to a generic template instead of the real, store-specific write-up Arbyn generates from your actual catalog and conversation history. It now generates correctly every time.
When Arbyn's first choice for a quick, simple step (like figuring out what a customer means, or detecting their language) was slow to respond, it could take much longer than necessary to move on and try again. Those quick steps now move on faster when that happens, cutting the worst-case wait roughly in half without affecting longer, more involved replies.
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.
You can now open a live support chat right from inside your Arbyn admin using the Support button in the footer. It already knows your store and plan, so you don't have to re-explain who you are.
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.
If a chat conversation was handed to your team without an email on file, and the customer then closed the chat window, there was no way to follow up with them. Arbyn now asks for an email at the moment it hands a conversation to your team if it does not already have one, so you can always reach the customer afterward.
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.