Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
When one of your rules sends a conversation to your team, the handoff now carries the note you wrote on that rule, so you see your own reason instead of a generic "the agent decided." The reasoning panel on the conversation also shows when a rule of yours forced the escalation, so it is never a mystery why a conversation landed in your queue.