FixAll plansAug 18, 2026
Reading a conversation in another language now works properly
Translating a conversation for your own reading used to leave gaps: your agent's own replies never
translated, only the customer's messages did, the show original toggle could not be reversed, and
a policy or FAQ card sometimes stayed in English inside a foreign language conversation. All four
now work correctly, including when your agent detects it answered in the wrong language and
corrects itself before you ever see the mismatch.
FixAll plansAug 17, 2026
Email customers now get an escalation confirmation too
When an escalation that needed an action ran into a problem partway through, the confirmation
telling the customer what's happening only ever reached chat customers. An email customer in the
same situation heard nothing. They now get their own confirmation, sent as a normal threaded email
reply.
FixAll plansAug 17, 2026
The returns button no longer jumps the gun
Asking to return something used to show an unconditional "Start your return" button at the same
time as the order lookup form, before your order had actually been found. The button now appears
only once a real, verified, returnable order has been located. An order outside your return window
still correctly shows no button at all.
FixAll plansAug 17, 2026
Canned replies now match the language you switch to
Certain fixed replies, like a sold-out notice or an ownership check, could stay in the language a
conversation started in even after a shopper switched languages. They now match the language of
the message that triggered them.
FixAll plansAug 14, 2026
Observe mode now holds every reply back until you send it
While a store is in observe mode, Arbyn is meant to draft every reply and wait for you to approve
it. A draft could still reach the shopper: in the chat window as it happened, again if they
reloaded the page, and in the email sent when the conversation closed. All three are fixed, and an
approved reply now always reaches the shopper as well.
FixAll plansAug 14, 2026
The product question bar in chat now stays dismissed
Closing the "ask about this product" bar used to bring it back the next time the page reloaded. It
now stays away for that product until the shopper moves to a different one.
FixAll plansAug 13, 2026
The escalation note to your team now describes the customer, not a guess
The internal note left for your team on an escalation could describe a system it had no way of
actually seeing, sending someone looking in the wrong place. It now sticks to describing what the
customer asked and what already happened in the conversation.
FixAll plansAug 13, 2026
Conversations now reach Resolved properly, and your deflection number is more honest
A conversation that had ever been escalated to your team could never actually reach Resolved, even
after the shopper said thanks and your team handed it back. It would sit as unresolved and then
eventually jump straight to Closed. This now works correctly on both chat and email.
Separately, clearing an escalation used to erase the record that a human was ever involved, so every
conversation your team rescued was being counted as one Arbyn resolved entirely on its own. Your
deflection rate may read a little lower now. The work did not change, the counting did.
FixAll plansAug 13, 2026
The returns button now matches how your store actually handles returns
If your store handles returns through your own page rather than a Shopify account, the returns
button used to tell shoppers to log in first, a step that page does not have. It also sometimes
appeared twice on the same message. Both are fixed, and the same button now also appears correctly
in email replies. An order that is not eligible for a return no longer arrives with a working-looking
returns button attached to the message explaining why it cannot be returned.
FixAll plansAug 10, 2026
A shopper who asks to cancel under EU law now gets the right link
A shopper in Germany writing "Ich moechte von meinem Widerrufsrecht Gebrauch machen" is exercising a
statutory right to withdraw from a purchase. Arbyn was reading that as a question about your policy,
so it answered by explaining the policy and asking for an order number, instead of treating it as the
cancellation request it is.
The same sentence in English worked. That difference is the part worth explaining, because it was not
a translation gap. Arbyn knew plenty of ways customers say "return" and "cancel" in nine languages.
Nobody had taught it how people say "exercise" a right, in any language at all. English happened to
pass for an unrelated reason, which made the whole thing look healthy from the outside.
Both halves are fixed. Arbyn now recognises the request across German, French, Spanish, Italian and
Dutch, and the withdrawal link is attached on its own terms rather than depending on how the reply
happened to be worded. A shopper who is genuinely just ASKING how long they have to change their mind
still gets a straight answer, with no request for an order number.
FixAll plansAug 7, 2026
The chat widget check no longer believes the theme editor
When Arbyn detects that your chat widget is not loading, it emails you and tells you to open your theme editor and toggle the app embed off and on. Opening the theme editor renders your storefront, and rendering your storefront is exactly what tells Arbyn the widget is alive.
So following our own instructions marked the problem solved whether or not it was. A real merchant did exactly that, and every screen in Arbyn turned green while no customer could still see the widget.
The check now ignores the theme editor entirely, using Shopify's own signal for it. The editor preview still works and still shows you the widget. It just no longer counts as a customer having seen it.
Alongside that, the daily storefront check Arbyn already ran was being recorded and read by nothing. Three screens now read it: the setup step on your Command Center, its warning banner, and the widget status in Settings. A store that rendered the widget once in July used to read as live forever. A fresh check taken today now outranks that. Only a confirmed failure counts against you, because a storefront we could not reach, or one behind a password, is not evidence that anything is broken.
FixAll plansAug 7, 2026
Arbyn can see every metaobject in your store
Arbyn was reading the first hundred of your metaobjects in alphabetical order and showing eight of each type. On a store with 266 metaobjects across 33 types, 18 of those types never reached it at all, including every question and answer pair the merchant had written by hand.
That is worse than being cut short. Arbyn could not learn those types existed, so it never knew to go and fetch them.
It now sees a complete index of every type and how many of each you have, samples the most recently updated of each, and is told by name which tool retrieves the rest.