Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
When Arbyn hit a guardrail while trying to complete an action for a customer (a refund, a cancellation, a discount) it could quietly hand the conversation to your team without ever telling you. You now get an email the moment that happens, so a stuck action never sits unnoticed in your inbox.
When a customer asked to change an address and it needed a closer look (an international shipment, an order that had already shipped, or details that did not check out), you were told, but the customer heard nothing back in chat. They now get a clear message that their request was received and handed to your team.
If you set up an escalation rule based on an order's value, how many days since it was placed, or a return being requested on a final sale item, that rule could look active and never actually fire. All three now work. We also retired the refund cap trigger, since it protected against a setting Arbyn does not use; any rule you had built on it is preserved but marked inactive rather than deleted, so nothing of yours disappears without you seeing it.
The notification settings have been tidied. Options that never actually did anything are gone, and every alert you can turn on is one that genuinely sends. Where an alert fires the moment something happens, the setting now says so, instead of offering a schedule that quietly did nothing. Your Preview and Send test buttons now sit in the same place on every row.
Shoppers who buy online and have their order shipped to the European Union, the EEA or the United Kingdom have a legal right to change their mind within fourteen days, without giving a reason. Arbyn now recognises this from the order's delivery country and honours it: if your own return window is shorter than fourteen days, it quotes the longer legal one for those customers, and only for those customers. A shopper in the United States is unaffected and sees your normal policy. Since June 2026 stores selling into the EU are also expected to offer a clear way to withdraw from a purchase. If you publish such a page, you can now add its address in Settings, Order Actions, under Returns, and Arbyn will send those customers straight to it.
Arbyn now works from the whole of what it looks up, not a shortened version of it. When it reads one of your policies, a saved answer, or the live details of an order, it takes in the entire thing, including the exceptions and conditions that tend to live at the end. A return policy that says "thirty days, unless the item was final sale" is now understood in full, so the part after the "unless" is never quietly dropped. It also means Arbyn is far better at knowing when it should point a customer at a real answer rather than improvise one. Nothing to switch on. It applies to every conversation, on chat and on email.
Until now, when you stepped into a chat and replied in person, the customer still saw your agent's name and picture. There was no way for them to tell a human had picked up. Now your reply carries your own photo and your own name, while your agent's earlier replies keep the agent's, so the conversation reads honestly from top to bottom. You choose how you appear. In Settings, Agent Identity, under Your identity, set a Display name and upload a photo. Leave the name blank and Arbyn uses your account name. Leave the photo blank and it shows your initials. If you would rather your customers saw "Joe from the team" than your full legal name, that is now a one field change. Your identity now lives in the same place as your agent's, instead of being filed away under Inbox settings.
A two word reply used to arrive in a bubble sized for a paragraph. Chat bubbles now hug their text, the way your customer's own messages always have, while product and order cards inside a reply still get the full width they need. Your agent's name now sits above its replies as well, so both sides of the conversation are always clearly attributed.
Your customers can now send a picture, in the chat widget or simply by replying to one of your emails with an attachment, and Arbyn will read it. A shopper can photograph a bottle on a shelf and ask "do you have this?". A customer whose parcel arrived crushed can send a picture instead of trying to describe the damage, and Arbyn will name the damage it can see and start a return, rather than answering a photo with a form. The rule Arbyn follows is that it answers from your catalogue, not from its imagination. If it recognises the product and you stock it, it says so and shows the card. If it can read the category but not the label, it says what kind of thing it can see and asks. And if you do not stock that kind of thing at all, it will tell your customer plainly that you do not carry it, and show them nothing, rather than dressing up the closest thing it could find as the thing they asked for. Nothing to switch on. It works on chat and on email, in every language Arbyn supports.
Every time someone on your team corrects Arbyn, rewrites a draft, or takes a conversation over, Arbyn remembers, and the next customer who asks the same thing gets the better answer. Seven different signals feed it and only one of them, Teach Arbyn, asks anything of you. The rest is just your team doing its job. It learns by meaning rather than by matching words. Answer "Do you ship to Canada?" once, and a customer who later asks "can I get an order sent to Canada?" still gets your answer, even though not one word matches. It also picks up how you write, not only what you know, so a question about a late parcel comes back in your late parcel voice and a question about a return comes back in your returns voice. It tracks where it went wrong, too, and turns its own failures into instructions it follows next time. All of it is visible under Knowledge, Learning, Behaviour. One deliberate limit. Arbyn only ever learns from a real person: your reply, your edit, your correction, or a customer's rating. It never learns from its own drafts, because a system that trains on its own output drifts away from the truth and nobody notices until it is badly wrong.
When you click into a control in the widget customizer, the live preview now jumps to the matching screen so you see exactly what you are changing. Adjust the Quiz button color and the preview shows the Quiz screen, edit a message bubble color and it shows a conversation, edit your Perks labels and it shows the Perks page. You can still switch the preview manually whenever you like.
When you set up a chat upsell, the discount menus now list only the discounts Arbyn can actually use in the conversation, the ones you have set to show in chat, that are active in Shopify, and that have not expired. Before, the menu could list discounts that would never apply. If none of your discounts are eligible yet, the menu now tells you and points you to turn on show in chat for a discount first.