Features, improvements, and fixes — kept short and dated.
Messages the AI Assistant sends without a person reading them first — status-playbook follow-ups and appointment reminders — are now written only from your own settings, the booking details and a topic chosen from a fixed list. The only thing a visitor typed that reaches them is a first name, and only when the name as given holds only letters, spaces, apostrophes and hyphens and its first word has at most one apostrophe or hyphen inside it; their questions and notes stay out. A written reminder that would carry a link other than the booking's own links (its reschedule or cancel link and, when the meeting's location is a web address, that address), a link to your website, or a bare address already written in your own settings or the booking details is not sent: it is kept in the lead as a draft for you to send or discard. A bare address such as example.com/page or x.com counts as a link when it ends in a real top-level domain. A WhatsApp reminder is the approved template itself, so this check does not apply to it; one is skipped rather than sent, and does not use your allowance, when the name the customer gave has no first name the template can use — most often because it carries a title or initial with a dot, a comma or a digit, or a first name joined more than once. The live-chat transcript that can be emailed automatically when you resolve a conversation is skipped when the visitor wrote a link or web address, your own website's included, an email address other than the one you sign in with or their own, or a phone number (a run of 7 to 15 digits that isn't a date), and when the visitor's messages together run longer than a hundred messages at the maximum length, past which the check stops reading; you can still send it yourself. Follow-up email is paused rather than sent from the account-mail domain whenever the outreach sending domain is not separate from it. For a personal answer to what a visitor wrote, Generate AI reply still reads their words and gives you a draft to review before it goes out.
Customers can now message the same NovixAgent AI agent on WhatsApp Business. Connect a business account in Dashboard → Channels and incoming messages use the same knowledge, multilingual replies, lead capture, and conversation history as your website experience. The channel is included on Pro and up; live-operator handoff follows Live Agent availability on Pro and up. This release covers incoming customer conversations; WhatsApp follow-up on the lead-status playbook remains a separate coming-soon capability (appointment reminders are a different block and can go out over WhatsApp). See the WhatsApp integration and the WhatsApp AI agent use case.
Your operators can now hold a live chat with a visitor writing in a language they don't speak. Incoming messages are shown to the operator in their own language, and the operator's reply reaches the visitor in the visitor's — detected automatically, and it follows the visitor if they switch mid-conversation. The visitor sees no change: they use the browser and device they already use, with no setting to find and no language picker. The operator sees what they typed while the chat stays open in their tab, with the version the visitor received one click away; after a reload, their earlier replies are shown translated back from the version the visitor received. Translation happens on the operator's own device, inside their browser — the conversation text is not sent to an outside translation service. It is included with Live Agent on the operator seats your plan already has: not an add-on, not billed per message or per translated word. Two honest limits: it needs a desktop browser with the built-in translator on the operator's side, such as a recent Google Chrome or Microsoft Edge (Safari, Firefox and mobile browsers don't have the engine — an operator there simply works without translation, and the dashboard tells them so; visitors are unaffected whatever they use), and it is machine translation, not a human translator, which is why the original stays one click away. The first use of a language pair downloads a small model — one click, a few seconds — then it's instant. See the live-chat deep dive.
Visitors can now start a real voice call with your team straight from the chat window — no phone number to dial, no software to install. The call is visitor-initiated and runs browser-to-browser: the visitor taps the call button, the browser asks for microphone permission, and operators who are online, taking calls and not already on one ring for up to 45 seconds — whoever accepts first takes the call, right in the same dashboard that runs live chat. If the call is not picked up and the site has a lead form, the visitor is offered it, so a missed call can still become a lead. Included on Pro and up on the same operator seats as live chat — no per-minute fees, no per-call charges. In most live-chat tools, only the agent can start a call — visitor-initiated calling is usually an enterprise contact-center feature.
Your agent now follows up on its own. Give each lead status a channel and, if you like, a goal; once you turn follow-up on, a lead reaching that status gets a short message written and sent automatically, and booking businesses can schedule automatic appointment reminders a set number of hours before the meeting. For a personal answer to what a visitor wrote, open the lead and use Generate AI reply, then read the draft and send it with one click. Follow-up by email is included in each plan — 40 AI drafts a month on Starter, 200 on Pro, 1,000 on Business, unlimited on Custom. The monthly allowance is spent when a message is written, so sending is free. Follow-up emails go out under a sender name taken from your website's domain, with replies routed straight back to you and a one-click unsubscribe. Two channels are coming soon: WhatsApp on the lead-status playbook, and an AI voice confirmation call for a booked appointment — consent-based and booking-only, for a customer who left a phone number.
Visitors can now talk to a real person without leaving the chat. A presence-aware "Talk to a human" button appears only when an operator is online and within your configured working hours — the visitor opens a direct two-way channel to your team, completely separate from the AI (no model runs on the human path, apart from the translation an operator can switch on in their own browser). Operators work from an inbox in the dashboard with the visitor's current page, device, coarse location and captured lead already on screen, plus saved replies, file and image attachments both ways, typing indicators, full-text search across past conversations, post-chat ratings, and email transcripts. Missed-message alerts arrive by email and optional browser push. Available from Pro — see the live-chat deep dive.
Live Agent goes multiplayer. Invite operators by email (a personal link, valid 72 hours) and choose which websites — and which dashboard sections — each teammate can access: Leads, Analytics, Knowledge Base, Integrations, AI Templates, Chat Configuration. Live Chat is included; the other sections are opt-in, and shared read-only sections do not expose secrets. The inbox is now a team inbox: Mine / Unassigned / All views, one-click "Assign to me", replying to an unassigned chat claims it automatically, and a live indicator shows which teammate is already viewing a conversation. Operators get shared saved replies, personal desktop notifications with sound, and their own visitor-facing identity (real name or an alias). Seats are included in the plan — 2 invited operators on Pro, 10 on Business, and the account owner does not use a seat. Edit grants or revoke access anytime, effective immediately.
The booking capability now supports Calendly alongside Cal.com — same in-chat slot picking and confirmation flow on both providers. As soon as you finish OAuth, we run a dry-run booking and surface "Connected" or a clear, provider-specific reason if something's off (expired Calendly trial, missing scope, billing required) — no more discovering breakage on the first real lead.
The dashboard now leads with a Visitor Engagement hero card: how many times visitors interacted with your agent this period, split into visitor-initiated (they clicked the bubble) and proactive (your auto-show rules opened it for them). It tends to grow quickly while lead numbers are still warming up — typically the first real signal the agent is doing its job. Available from the Starter plan up. Hidden when the count is zero so new sites don't see a discouraging "0".
Visitors can now book a meeting from inside the conversation — the agent checks live availability, confirms a slot, and writes it back to your calendar. Available on Pro (100 / mo) and Business (500 / mo). Cal.com first; Calendly followed shortly after.
Outbound lead webhooks are now HMAC-SHA256 signed — receivers verify origin with their copy of the secret (the same pattern Stripe and GitHub use). Failed deliveries go into a persistent dead-letter queue and retry on exponential backoff, so a five-minute outage on your CRM no longer drops leads.
Dashboard analytics get per-website breakdowns, content-gap surfacing, and a CSV export.
The script that loads the widget starts faster, so the chat bubble appears sooner after the page opens.
Right-to-left sites (Arabic, Hebrew) previously defaulted to LTR on first message. Fixed.
Visitors can now ask their questions out loud instead of typing them. Transcription is handled by the browser's own speech API, so the audio does not reach our servers — we do not receive it, store it or bill for it, and only the finished text arrives. (In Chrome the browser does the transcribing on the vendor's own service, so the recording is between the visitor and their browser maker, not us; Edge and other Chromium forks show the microphone but often fail to recognise speech.) Included on Pro and Business.
The agent can now speak its answers instead of only writing them — natural, premium-quality voices in the visitor's own language. Included on Pro and Business.