ImprovementAll plansJul 30, 2026
The rule builder speaks your language
Every label, hint and option in the rule builder is now translated, so building a rule reads the same way as the rest of Arbyn in all twenty one supported languages. The condition and action values themselves stay in their original form, because those are the exact values Arbyn matches on rather than words meant to be read.
ImprovementAll plansJul 28, 2026
Arbyn asks instead of guessing when it cannot find an answer
When a shopper asks something your store genuinely has no information about, Arbyn no longer stretches to answer from whatever was loosely nearby. It now recognises that it came up empty, and responds accordingly: in chat it asks a short clarifying question first, and if the second try still finds nothing, it hands the conversation to your team. By email, where waiting for a reply costs a day, it goes straight to your team. Every one of those moments is recorded under Knowledge, Knowledge gaps, in the shopper own words, so you can see exactly what to write next.
ImprovementAll plansJul 27, 2026
Reports and digests moved to their own sending lane
Your weekly digest, monthly recap and getting started emails now travel on a separate lane from the alerts that tell you a customer is waiting. Previously they shared one, which meant a complaint about a digest could affect delivery of the messages you cannot afford to miss.
You will also find these three under Settings, Notifications, each with its own switch. Alerts about escalations, spikes, approvals and billing are always on and are not affected.
ImprovementAll plansJul 23, 2026
Connecting your existing support inbox is clearer, and the test now confirms it
Bringing your existing support address into Arbyn takes one step in your email provider: a rule that forwards mail to your Arbyn inbox. That step is now called out clearly before the test, so it's obvious it needs to be set up first. And the "Send test" button now reliably confirms the connection once forwarding is in place, so you know your customers' emails will reach Arbyn.
ImprovementAll plansJul 21, 2026
Faster replies when Arbyn has to fail over
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.
ImprovementAll plansJul 20, 2026
Escalated chats can no longer go unreachable
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.
ImprovementAll plansJul 19, 2026
Escalations you set up now tell you exactly why they fired
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.
ImprovementAll plansJul 18, 2026
The address a customer requested is now ready to copy
When a customer asks for a new shipping address, the conversation now shows that exact address in a clearly labeled box with a one-click copy button, right next to the current address on file. If you are updating the order yourself in Shopify, you can copy it straight across instead of scrolling back through the conversation to find it.
ImprovementAll plansJul 18, 2026
A blocked address change on a shipped order now reaches you
When a customer asks to change the delivery address on an order that has already shipped, Arbyn holds the change (a shipped order cannot be safely re-routed) and now tells you about it by email, not just the customer. The note is clear that this is a guardrail rather than a final answer: you can still make the change yourself from the order in Shopify if you decide to. The conversation card, the email, and the handoff note now tell the same honest story, and the card links straight to that order in Shopify. Chat and email customers get the same clear explanation.
ImprovementAll plansJul 15, 2026
Cleaner alert settings, and every alert you can switch on actually sends
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.
ImprovementAll plansJul 15, 2026
Arbyn reads your full policies, not just the first paragraph
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.