FeatureAll plansJul 29, 2026
You decide which offer wins when two could apply
Only one discount applies per order, so when a shopper qualifies for a bundle and a discount offer in the same conversation, one of them has to win. Until now that was decided by the order the code happened to run in, and between two discount offers it was whichever you created first.
Bundles and discount offers now both have a Priority field, on one shared scale. Higher wins. Everything starts at zero, so nothing changes until you set one.
Once a code is saved to a conversation, only a strictly higher priority can replace it. That is deliberate: by then the shopper has usually already been told about it, and a promise you have made needs a better reason to break than another offer being equally good. When a second offer does lose, Arbyn says so plainly and names the code that applies, rather than quietly swapping it or claiming both. If a bundle loses the discount slot, its items still go into the shopper bag.
FeatureAll plansJul 26, 2026
If you uninstall, your data waits 72 hours before it is deleted, and we tell you when it goes
Uninstalling Arbyn no longer means wondering what happened to your data. You now get an email from Odera the moment you leave, asking what went wrong and explaining exactly what happens next: everything you built, your knowledge, your rules and your conversation history, is kept for 72 hours. Reinstall inside that window and it all comes back exactly as you left it. Reply to that email and it reaches the support team directly.
If the 72 hours pass without a reinstall, the data is permanently deleted and you get a second email confirming it, including what was removed and the date it completed. That confirmation is sent from the deletion itself, so it only ever arrives when the deletion actually happened.
FeatureAll plansJul 21, 2026
Get in-app support right from Arbyn, without leaving the page
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.
FeatureAll plansJul 19, 2026
A daily heads-up when customers ask something Arbyn could not confidently answer
Arbyn now sends you a short daily email when customers have been asking questions it did not have a confident answer for, with the most common gap quoted so you can add the missing information to your knowledge base. You will not get the same question two days running, and if you would rather not receive these you can switch the nudge off in your notification settings. The count matches the open gaps shown on your Knowledge Gaps page exactly, so the number in the email never disagrees with what you see in the app.
FeatureAll plansJul 18, 2026
See the whole story behind a request, and decide in one place
The Approvals queue now opens a single view for each request when you click its row. That view shows the order, a plain-English summary of what the customer asked for, the last few messages from the conversation, and the exact reason it needs you, and you approve or decline right there. Requests that came in by email or that you started yourself no longer show a blank address (Arbyn fills it in from information it already has), and internal status codes no longer show through as raw text.
FeatureAll plansJul 18, 2026
Arbyn now answers subscription questions and points customers to your portal
Customers can now ask Arbyn about a subscription, renewing, pausing, skipping, changing, cancelling, or a payment question, and get a real answer plus a one-tap button to your subscription management page instead of a dead end. You set this up in Settings, Guardrails, Configure Subscriptions: choose whether Arbyn sends customers to your portal or hands the question to your team, tell it which subscription app you run (Shopify Subscriptions, Recharge, Appstle, Bold, Seal, Loop, Skio and more), and paste your portal link. Arbyn answers accurately for the app you use, never invents a renewal date or a portal link it does not have, and if you have not set a portal yet it hands the conversation to your team and tells you what is missing rather than guessing. A customer sent to your portal is still a normal answered conversation, so it flows into the same follow-up, resolve, and satisfaction steps as everything else.
FeatureAll plansJul 17, 2026
New emails: when a case reopens, and when a billing change affects your agent
Two new alerts. If a customer replies to a conversation you had already resolved or closed, you now get an email the moment Arbyn reopens it, so nothing quietly comes back to life without you knowing. And if a billing issue pauses your agent, or your plan changes in a way that affects your conversation limit, you now get an email explaining what happened and what to do next.
FeatureAll plansJul 17, 2026
New confirmation emails for your customers
Two new automatic emails to your customers. When a conversation is handed to a real person on your team, the customer now gets a short note confirming a human is picking it up. And when a customer submits a return request, they now get an email confirming it was received.
FeatureAll plansJul 15, 2026
Customers in the EU, EEA and UK get their legal cancellation right, automatically
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.
FeatureAll plansJul 13, 2026
When you reply yourself, your customer can see it is you
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.
FeatureAll plansJul 13, 2026
Send Arbyn a photo and it will look at it
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.