Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
Fixed a rare case where adjusting an item that wasn't in the bag (for example "make the Sunset one 2" when Sunset was never added) could quietly add a different variant. Now the assistant only adds what you actually ask to add, and if you reference an option that isn't in your bag, it tells you what's there instead of guessing.
Adding, removing, and changing quantities for products with options (colors, sizes, price tiers) now does exactly what the shopper says. "Add dawn, powder, and electric" adds three separate lines, one per color, instead of three of one. "Remove the dawn one" removes only that color. "Make the dawn one 2" sets the quantity on that one line, not the wrong item. If a shopper names a product or option that isn't in their bag, Arbyn changes nothing and says so honestly rather than touching the wrong row. And a named option that is sold out fails clearly, so a shopper never ends up with a variant they didn't choose.
Arbyn now reads your full store policies (no shortening) and links straight to them, so it stops paraphrasing a policy incorrectly, for example on an EU cooling-off return window. When you return a conversation to Arbyn from your inbox, you can leave it a short handover note so the shopper doesn't have to re-explain themselves; the note guides Arbyn's next reply and is never shown to the customer. This release also included a round of privacy hardening so the agent never reads a shopper's email back to them, and never files a refund on its own from a chat.
Three new cards in the chat widget. A verified shopper can now see their recent orders as clean cards, three at a time, in plain-language status. Before starting a return, Arbyn shows an "I found your order, is this the one?" card so a shopper confirms the right order first. And when a chat wraps up, Arbyn can ask for a quick star rating (with an optional comment), either when it resolves the question or when the shopper taps End chat, so you get customer-satisfaction feedback right where the conversation happened.
Order cancellation stays a request the agent files for you; Arbyn never cancels an order itself. You control the rules: turn cancellations on or off, set a value ceiling, and set a time window. The ceiling sets the priority in your inbox, so a request under your limit shows as ready to process and one over it as needs review. The agent now collects the cancellation reason with tap-to-pick options (Changed my mind, Ordered by mistake, Found it cheaper, Shipping too slow, Other) instead of a written question. And when you turn cancellations off, they stay off, even if the wording ever suggests otherwise.
Shipping-address changes are now a real per-store capability, in both chat and email. Set it to Off (Arbyn files the request for you), Escalate (a one-click Approve and apply card appears on the conversation), or Automatic (Arbyn validates the address and applies the change straight away). Either way, Arbyn checks the order first (not cancelled, not yet shipped, same country) and validates the new address before anything is applied, and a soft validation warning asks the customer to confirm their own address rather than guessing. The customer keeps chatting throughout.
Arbyn now runs order cancellations and address changes as clean escalation flows: it gathers and verifies the request (order ownership, whether the order has shipped, the address country), files it, and hands it to you to apply from your inbox. Across returns, refunds, cancellations, and address changes, the agent always knows the live status and never tells a shopper "no update yet" on something that has already been decided. And the agent can never claim it filed something it didn't.
Arbyn now closes deals right in the conversation. A shopper can add a product, be asked which option they meant, remove an item, change a quantity, reorder what they bought last time, and be offered checkout, all by chatting naturally, and all in their own language. The bag always matches what the shopper was told, and every action shows up in the conversation so you can follow the sale.
Reports got a visual refresh: cleaner bar, line, and area charts, a satisfaction score, and a split view of how much Arbyn resolved on its own versus handed to a human, plus new tiles for messages handled, backlog awaiting the customer, follow-ups sent, and auto-closed chats. Arbyn also now replies in any language a customer writes in, not just the languages of the app interface, and a quiet chat gets a gentle follow-up nudge in that same language before it is closed out.
Everything that makes Arbyn smart about your store now lives in one Knowledge Center. Browse your documents and FAQs, web sources you have added, facts Arbyn has learned from real conversations, and your Shopify policies, each on its own page with live counts. A Business Brief summarises what Arbyn knows about your store, and a knowledge score shows how complete that picture is and what to add next. A Knowledge Gaps view surfaces questions Arbyn had to escalate, so you can close the gap with a quick document or FAQ. You can also add a web page (a help-center article, a sizing guide) and Arbyn will read it into its knowledge.
The product formerly known as Tacey: AI Support Agent is now Arbyn: AI Support Agent, on the new arbyn.app home. It is the same assistant, the same features, and the same setup, with a new name and look. Nothing in your store or your settings changes.