Release notes
Automatic identity verification for logged-in store customers
Improvement
Chatty now verifies logged-in Shopify customers automatically. They no longer see verification popups when they check an order status or get replies about their own orders.
2 October 2026
Choose Helpdesk or Inbox as your human handover destination
Improvement
You can now choose whether customer handover requests create Helpdesk tickets or route to your Inbox. The Helpdesk transfer destination is an opt-in toggle in your handover settings. Learn more.
This option shows once Helpdesk is on for your store. Helpdesk is in early access. Request early access (opens in a new tab) to get it.
Go to AI agent > Skills > Human agent transfer.
30 September 2026
Export one customer's data from their contact page
New feature
You can now export one customer's data from their contact page. Chatty emails a CSV file with their profile and conversation history to your login email, and the download link works for 7 days. Team members need edit access to contact export to see the button. Learn more.
Go to Contacts, open a contact, then click Export customer data.
29 September 2026
Translate all text shoppers see in AI Mode
New feature
Now you can translate all the text shoppers see in AI Mode. This includes the search tabs, chat messages, product buttons, chat history, and the contact form. Your AI Mode invite messages (up to 20 characters each) can be translated too. Shared texts such as time labels and file upload messages sit in a new Chat elements section. Learn more.
Go to Settings > Translations > Chatbox > AI Mode.
29 September 2026
Color and image swatches on AI Mode product options
Improvement
In AI Mode product details, each option value now shows its Shopify color or image swatch right on the chip. If a value has no swatch, Chatty shows the variant's own image instead. This works for one option per product, when each value has a different image. All options now appear as chips, replacing the color dropdown.
29 September 2026
Set team and AI agent welcome messages, online and offline, in Chat availability
Improvement
Welcome messages now live in Chat availability, next to your working hours and holidays. Write a greeting for your team and one for the AI agent, each with an optional offline version. The offline greeting shows whenever your chat status is offline, including holidays and breaks. If you leave the AI offline greeting empty, the AI welcome message is used. Learn more.
Go to Settings > General > Chat availability.
29 September 2026
Choose whether the AI Mode shopping bag sends shoppers to checkout or to their cart
New feature
In AI Mode, you can now choose what happens when a shopper taps the shopping bag icon. Set it to go straight to checkout, show a "View cart" button alongside checkout, or go to the cart page only. The default is checkout only. Change it under your AI Mode general settings.
Go to Chatbox > AI Mode > General > Shopping bag buttons.
28 September 2026
Show different FAQ categories to different markets and customer groups
New feature
You can now set each FAQ category to appear only in specific Shopify Markets or for customers with certain tags. Shoppers see only the FAQ categories that apply to them. The storefront, the standalone FAQ page, and the AI agent all follow the same targeting rules. This is available on Pro and Plus plans. Markets and customer tags are set per category.
Go to FAQs > Categories > select a category > Visibility.
28 September 2026
Returning customers keep their chat history when you switch to AI Mode
Improvement
When you switch your chatbox from the Legacy chatbox to AI Mode, returning customers now see their earlier conversations and can pick up where they left off. Previously the switch started them in a new, empty chat. There is nothing to turn on. It applies to every store using AI Mode.
25 September 2026
Translate Inbox conversations into any published language
Improvement
Now you can translate an Inbox conversation into any language your store has published, not only your default language. The list shows your default language plus every language published in your translation settings. Your replies are then sent to the customer in their own language. Available on paid plans and counted in your monthly translation quota. Learn more.
Go to Inbox.
25 September 2026
Place the AI Mode button, and pick the tab it opens on
Improvement
Two changes in AI Mode. You can now place the AI Mode button in six spots: top or bottom, on the left, center, or right. You can also drag it to fine-tune the position. Bottom center stays the default. You can also choose whether AI Mode opens on the Search tab or the Ask AI tab, with Search as the default. If a shopper switches tabs, AI Mode remembers the choice for the rest of their visit, and shoppers with an open conversation always land in the chat.
Go to Chatbox > AI Mode > Appearance > Chatbox button, or Chatbox > AI Mode > General > Default tab.
24 September 2026
Write your own wording in the emails Chatty sends
Improvement
Two changes to Chatty's emails. You now decide what the reply line in chat emails says. It is on by default: turn it off, or write your own text and put {{go_to_chat}} where the chat link should go. Leave it empty to keep the default wording.
You can also edit the email that confirms a marketing opt-in. Change its subject, title, description, button, footer, and unsubscribe link. You can also edit the pages shown after shoppers subscribe or unsubscribe. Fields you leave alone keep the default text. Edits in your default language are translated into your other languages automatically. Auto-translation is not included in the Free plan. Campaigns with marketing opt-in link to these settings.
Go to Settings > Channels > Email > Email signature, or Settings > Translations > Chatbox > Live chat > Subscribe confirmation email.
24 September 2026
Paste an HTML email signature with your logo
Improvement
You can now paste a full HTML signature, with your logo, tables and styling, for emails to customers. Switch between HTML and Rich text in the signature settings. Scripts and SVG images are removed when the email is sent, so use a PNG or JPG logo. Replies also get more space between lines.
Go to Settings > Channels > Email > Email signature.
24 September 2026
Spot what is missing from your Knowledge base
Improvement
Two changes in your Knowledge base. Products over your plan's limit now show as Not added. They are separate from products you turned off. Filter by Not added, or click Add to AI when you have room. A banner tells you how many products were left out. They are added on the next sync after you upgrade.
Sync store pages now picks up pages you published since your last sync, up to 50 new pages each time, within your plan's knowledge limit. Pages with little useful content are skipped.
Go to AI agent > Training data > Products, or AI agent > Training data > Knowledge base > Sync from your store.
24 September 2026
Write your own subject for notification emails
Improvement
You can now set the subject of the emails Chatty sends your team about new messages. Add the customer's name, email or the page they chatted from, so you can sort and filter them in your mailbox. Only admins can edit it, up to 500 characters. If you leave it alone, the subject stays as it is today. Learn more.
Go to Settings > Notifications.
24 September 2026
Chatty SDK commands now work in AI Mode
Improvement
If your developer controls the chat with the Chatty SDK, those commands now work in AI Mode too. They can open or close the chat, send a message, fill in the pre-chat form, reset the visitor and track events. Before, commands only worked in the Legacy chatbox. Nothing changes for stores that don't use the SDK.
24 September 2026
Test order questions in Test AI with sample orders
Improvement
You can now test how your AI agent answers order questions before your store has real orders. Test AI has five sample orders, from unfulfilled to refunded and canceled. The AI says it is using sample data, and real customer chats never see these orders. Learn more.
Go to AI agent > Test AI.
24 September 2026
Greet shoppers by time of day, and let them buy only what they pick
Improvement
Two storefront changes. The homepage AI agent block now opens with "Good morning" or "Good evening" in the shopper's own language, plus a short line you can edit. It is on by default. You can hide it, change its alignment, or change its text color in the Embed AI agent section of your theme editor. Your homepage suggested questions can be translated now too. The homepage block needs the Pro or Plus plan. Learn more.
In the Legacy chatbox shopping bag, shoppers check the items they want and buy only those. All available items are checked by default, the button reads Buy instead of Checkout, and their store cart is untouched.
Go to AI agent > Settings > Embed homepage AI agent > Go to theme.
24 September 2026
Let shoppers attach several files to one chat message
New feature
Shoppers can now pick, drag or paste more than one file at a time in the chatbox. Up to 10 files per message, 20 MB each. Files that are too large or of an unsupported type are named with the reason, and the rest still send. Which file types are accepted depends on the chatbox and on who is replying. It is always on. Learn more.
22 September 2026
Email a reply even while a customer shows as online
New feature
You can now send a reply as an email while a customer shows as online. It reaches them even if the chat window is closed or the online status is wrong. A second option keeps emailing that customer for the rest of the conversation. Both need an email address on file, work on website chats only, and are off by default. Learn more.
Go to Inbox.
22 September 2026
Write your own "AI is thinking" messages
New feature
While your AI agent writes a reply, shoppers can now see your own status messages instead of the default one. Add up to 10 phrases of 60 characters each, shown in order every 3 seconds. It works in AI Mode and the Legacy chatbox, and each phrase can be translated. It is off by default. Learn more.
Go to AI agent > Settings > AI thinking statuses.
21 September 2026
Handle customer requests as tickets with Helpdesk
New feature
Helpdesk is now part of Chatty, so you can track customer requests as tickets. Turn any Inbox conversation into a ticket with Convert to ticket. Incoming email can also become tickets with Helpdesk ticket mode, which is off by default. Helpdesk has no plan limits. Learn more.
Helpdesk is in early access. Request early access (opens in a new tab) and we turn it on for your store.
Once it is on, go to Helpdesk.
19 September 2026
See what customers want with Customer intents
New feature
Chatty now tags each customer message with the intent behind it, from browsing to post-purchase. You see the tags in your Inbox, you can filter Contacts by intent, and a Customer intents report sits in Analytics. Spam and out-of-office replies are marked as Noise.
Go to Analytics > Customer intents.
17 September 2026
Cap how many open chats each team member gets
Improvement
Automatic assignment now gives each new conversation to the team member with the fewest open chats. You can also set a maximum number of open conversations per member, where 0 means no limit. When everyone is at the limit, new chats wait and go to the first member who frees up.
Go to Settings > Automation > Assignment.
17 September 2026
Safer size answers, even without your own size chart
Improvement
Shoppers get size advice the AI can back up. The AI checks your own size chart first. If a clothing or shoe product has no chart, it uses a general reference chart and says your store's sizing may differ. It won't guess a size for products that don't come in sizes. If a shopper gives a size from another brand, the AI asks for body measurements instead. This works on its own when the Size guide skill is on, on the Pro and Plus plans.
Go to AI agent > Skills > Size guide.
16 September 2026
Hand chats to your team right away when a customer asks for a human
Improvement
Customers who ask for a person can reach your team in one step. Turn on "Transfer immediately when customers ask for a human," and the AI skips the "Do you want to talk to our team?" question while your team is online. When the AI suggests a handover on its own, it still asks first. When your team is offline, your usual offline option runs. This option is off by default.
Go to AI agent > Skills > Human agent transfer.
15 September 2026
Edit and translate the subscribe confirmation email
Improvement
The email that confirms a customer's marketing opt-in can now match your brand. Edit its subject, title, description, button, footer, and unsubscribe link, plus the pages shown after someone subscribes or unsubscribes. Fields you leave alone keep the default text. When you edit your default language, Chatty translates your text into your other auto-translated languages. Auto-translate is not available on the Free plan. You can also reach these settings from any campaign with marketing opt-in turned on.
Go to Settings > Translations > Chatbox > Live chat > Subscribe confirmation email.
14 September 2026
Delete all your FAQs in one step
Improvement
Clearing your whole FAQ list is now a single action. Open More actions, choose Delete all FAQs, and confirm. Chatty removes every FAQ and category in the background, and a banner shows the progress. Training data answers you edited by hand stay. Nothing needs turning on. This can't be undone, so export your FAQs first if you may need them again.
Go to FAQs > More actions > Delete all FAQs.
14 September 2026
Show "Call for Price" instead of a price on chosen products
New feature
Products you quote by hand no longer show a wrong "0.00" in chat. Choose which products the rule covers: products priced at zero, products with certain tags, or certain product types. For those products, the AI shows a label like "Call for Price" or "Request a quote," or hides the price. It won't add them to the cart and points shoppers to the product page or your contact options instead. The rule is off by default. Learn more.
Go to AI agent > Skills > Pricing display rules.
11 September 2026
Send chat events to Klaviyo for flows and segments
New feature
Chat activity can now trigger your Klaviyo flows and segments. Once Klaviyo is connected, Chatty sends five events on its own: Chatty Started Chat, Chatty Prechat Submitted, Chatty Conversation Resolved, Chatty CSAT Submitted, and Chatty Product Suggested. Events are sent only for customers who shared an email or phone number.
Go to Settings > Integrations > Klaviyo.
10 September 2026
Choose which customer questions trigger each scenario
New feature
Scenarios now run only for the questions you pick. When you add or edit a scenario, describe the situation, add up to five example customer messages, and choose the question types it covers, like "Order tracking" or "Shipping and delivery." A return scenario then stays out of product questions. Scenarios with no types selected keep working as they do today. Your scenario list also shows how often each one matched in the last 30 days and flags setup problems to fix. Learn more.
Go to AI agent > Scenarios.
10 September 2026
Product search in the admin matches every word you type
Improvement
When you search for products anywhere in your AI agent, results now need to match every word you type, not just one of them. Searching "red running shoe" no longer returns items that only match "red". This covers the product search in Training data, Smart recommendations, Shopify recommendations, and when you pick training data for a scenario — the list is tighter and closer to what you meant.
Go to AI agent.
08 September 2026
Delete several FAQs at once from the FAQ list
New feature
You can now remove several FAQs in one step. Select the questions you want with their checkboxes, then use the bulk Delete action to clear them all at once. A message confirms how many were deleted. Nothing needs turning on.
Go to FAQs.
08 September 2026
Rename the "Ask" tab on the AI Mode search bar
Improvement
Now you can change the text on the "Ask" tab of the AI Mode search bar on your storefront. It shows "Ask" followed by your assistant's name by default (for example "Ask Aurelie"); leave your own text empty to keep that. The label translates with the rest of your storefront text. This applies only to stores using AI Mode.
Go to Settings > Translations > Chatbox > AI agent.
07 September 2026
Add your store's Contact page as a chatbox contact method
New feature
Now you can add your store's Contact page as a contact method in the chatbox, alongside options like Messenger, Email, and Phone. Paste the page link (for example /pages/contact, or a full https:// link). It then appears as an icon in the chatbox's contact row, and a customer who taps it opens your contact page directly. It isn't on by default — add it and enter the link yourself.
Go to Chatbox > Legacy chatbox > General > Contact > Edit.
07 September 2026
The AI answers about the exact product in a customer's photo
Improvement
When a shopper sends a photo, the AI now answers about that exact item instead of a product that merely shares its name. The visual match is ranked ahead of text matches, so the AI stops saying it can't find something that is in your catalog. A photo and the question about it now count as one request even when they arrive as separate messages, on website chat, Messenger, Instagram, WhatsApp and email. This runs automatically on every plan, with no setup.
04 September 2026
AI Mode turns your chatbox into a search and shopping panel
New feature
Now you can switch your chatbox to AI Mode, a search bar that stays on your storefront and expands into a shopping panel. Customers search your catalog, open a product, add it to their Shopify cart, and chat with your AI without leaving the page. They can also send images and files in the chat, up to 10 files per message, and an uploaded photo is used to find similar products. Your store runs one mode at a time, so turning on AI Mode turns off the Legacy chatbox from the next page load, and conversations from each mode stay separate. Brand colors, the Commonly Asked questions, and the shared chatbox settings apply to both modes. AI Mode is available on every plan and is off by default.
Go to Chatbox > Chatbox mode.
3 September 2026
One knowledge base for your AI, with draft and live control
New feature
Your AI's training data now sits in a single Knowledge base, replacing the separate FAQs and Custom knowledge tabs. You can set each entry live, keep it as a draft, or turn it off, so you decide exactly what your AI uses. Only live entries count toward your plan's data-source limit — drafts and entries you turn off are free. FAQs synced from your store don't count either. The AI agent home now shows whether your setup is ready.
Go to AI agent > Training data > Knowledge base.
02 September 2026
See which notification emails unsubscribed, and resubscribe them
New feature
Your notification settings now show which email addresses have unsubscribed from Chatty's new-message emails. Each one gets an Unsubscribed badge and its own Unsubscribed addresses section, where Resubscribe turns the emails back on. You can resubscribe any address on your own notification list — your notification email or a CC address — but not a teammate's. The section only appears once at least one address has unsubscribed.
Go to Settings > Notifications.
28 August 2026
The AI recognises the product page a shopper is viewing
Improvement
When a shopper asks about the product page they are viewing, the AI now recognises which product that is and answers about it directly. It also reads what is in their cart, so replies match what is in front of them. This runs automatically in every AI conversation on every plan — nothing to set up.
26 August 2026
Open conversations move to another agent when you remove a team member
Improvement
Remove a team member and their open conversations now move to the next available agent instead of sitting unassigned. Only recently active ones move, so dead threads don't flood anyone's inbox. Each moved conversation carries a line showing who it was reassigned from.
19 August 2026
Suspected spam is flagged for you instead of blocking the chat
Improvement
Suspected spam is now flagged for you to review and the conversation keeps running, so a real shopper is never cut off mid-chat. Every store gets this check on the first message of a conversation. Smart spam protection, on the Pro and Plus plans, extends the check to every message and blocks outright — it ships off.
Go to Settings > Automation.
14 August 2026
The AI picks the right specialist for every message and can act on orders
New feature
Your AI now reads what each shopper wants and answers in the matching role: pre-sales, sales, support, or escalation. Someone waiting on a parcel gets support instead of an upsell, and anyone who sounds upset or asks for a person goes straight to a human. It can also change a shipping address or update email preferences, but only for the skills you switch on yourself — both ship off.
Go to AI agent > Instructions > Assistant skills.
13 August 2026
AI keeps links on the customer's Shopify Markets storefront
Improvement
If you sell across several Shopify Markets, the AI now keeps every product, collection, and page link on the storefront the customer is already browsing instead of your primary domain. It works automatically for every market. Shops with more than one market also get an "Advanced widget settings for markets" panel, where you can set a different assistant or store name per market.
Go to Settings > General.
05 August 2026
Search the Inbox by custom attribute values
Improvement
Inbox search now covers custom attribute values. Type the value itself — a plan name, an order type, a priority level — and you get every conversation carrying it, from both the attributes your team adds and the ones the chat widget captures. Search matches values, not attribute names. Learn more.
Go to Inbox.
29 July 2026
Turn AI training on or off for many products at once with a CSV
New feature
Now you can switch AI training on or off for a whole batch of products at once, instead of toggling them one at a time. Upload a CSV and Chatty shows you what will change before anything happens. Enabling still respects your plan's product limit, so check the count afterwards if your file is large. Available on Basic, Pro and Plus. Learn more.
Go to AI agent > Training data > Products.
20 August 2026
The AI offers shoppers an eligible discount at the right moment
New feature
When a shopper shows they're ready to buy, your AI can now offer one discount they actually qualify for, and hand over a link that applies the code. It never offers more than one per conversation unless the shopper asks outright, so nobody gets spammed. Turn it on with the Discounts card in Training data — it ships off. Learn more.
Go to AI agent > Training data > Discounts.
19 August 2026
Send post-purchase surveys to your contacts with SEA Survey
New feature
Now you can connect Chatty to SEA Post Purchase Survey and send your contacts across, so you can survey the right people after they buy. Connecting takes one click, with no API key to copy, and new or updated contacts keep syncing on their own. Bringing survey answers back into Chatty is marked Coming soon. Learn more.
Go to Settings > Integrations > SEA Post Purchase Survey.
19 August 2026
Add order number, postcode and more to your custom tracking link
Improvement
Your custom order-tracking link can now ask the shopper for the details a carrier needs. Add a placeholder such as {order_number} or {zip_code} to your tracking URL and the tracking tab shows a field for each one. The shopper fills them in, clicks Track, and Chatty opens the finished link. Learn more.
Go to Settings > Integrations > Order Tracking.
18 August 2026
Shoppers pick a variant on the product card before adding to cart
New feature
When your AI shares a product in chat, shoppers can now choose the variant — size, color, or any other option — right on the product card and add it to their cart without leaving the conversation. Before this, a shopper who wanted a specific variant was sent out to the product page to pick it. The card shows the price for the option they select, so they see exactly what they're adding. This works for any product that has variants; single-variant products add straight to the cart as before.
18 August 2026
Chat to sales analytics dashboard
New feature
The Sales tab in Analytics is now a full chat-to-sales dashboard: assisted revenue and the rest of your chat-to-sales numbers, each against the previous period, with breakdowns by conversation phase, topic and product. Filter the whole view by all conversations, AI only, or human agents. Available on the Pro and Plus plans. Learn more.
Go to Analytics > Sales.
06 August 2026
Delete conversations in bulk from the Inbox
Improvement
Now you can delete conversations in bulk from the Inbox, or select all on the current filter to clear a large backlog at once. Deleting also removes the contact profile attached to the conversation and cannot be undone, so Chatty asks you to confirm first. Only admins see the Delete option. Learn more.
Go to Inbox > select conversations > Delete.
04 August 2026
Keep up to five named API keys
Improvement
Now you can keep up to five API keys at once and name each one. Before, creating a key replaced the one you had, and every tool using it stopped working. Name each key after the tool that uses it, so you can delete one without touching the rest. Available on the Pro and Plus plans. Learn more.
Go to Settings > General > Manage keys.
07 August 2026
Customize the messages on the after-sales support form
Improvement
When AI helps a customer with a return, refund, cancellation, or order change, it can open an after-sales support form to collect their details by email. You can now write two of the messages around that form: the message AI sends when it opens the form, and the message the customer sees after they submit it. Both are translated into the customer's language, and clearing a field falls back to the default wording. Each message holds up to 300 characters, and translations for other languages are managed in Translation settings.
Go to AI agent > Instructions > Assistant skills > After-sales support.
05 August 2026
AI answers right away when the pre-chat form is optional
Improvement
When your pre-chat form is set to "Show both options", a customer who types a question now gets an instant AI answer, and the contact form appears just below that reply. Before, a customer who ignored the form could be left waiting with no answer at all. The form still collects name, email, and phone the same way — it is now a soft ask after the answer, not a gate in front of it.
Go to Chatbox > Chat page.
05 August 2026
AI Product Quiz guides shoppers to the right products
New feature
Now you can turn on a Product Quiz that asks shoppers a few short questions and then recommends products from your catalog. AI can start the quiz on its own when it detects shopping intent, or you can show it proactively — create a Proactive chat rule with the Quiz message type and visitors get a quiz teaser they can accept or dismiss. Pick which collections the quiz recommends from. The quiz is off by default and available on the Pro and Plus plans.
Go to AI agent > Instructions > Assistant skills > Product Quiz.
31 July 2026
Connect your live chat to your own systems
Improvement
Now you can read and reply to your live chat from your own systems. Pull conversations and messages into a helpdesk, build your own reporting, or answer from a tool your team already uses. You can also resolve, assign, tag, and add internal notes. Create an API key yourself, no request form needed. Available on the Pro and Plus plans. Learn more.
Go to Settings > General > Manage keys.
07 August 2026
Customize the message shown after the handover form is submitted
Improvement
When a customer submits the contact form during a human handover, you can now write the confirmation message they see. Replace the default, "Thanks for your submission. We have received your issue and will address it as soon as possible," with wording that matches your brand and sets the right expectation on reply time.
The field shows up for both handover destinations: "Leave a message" when your team is offline, and "Collect info & follow up by email". It is required and holds up to 300 characters. Translations for other languages are managed in Translation settings.
Go to AI agent > Instruction > Assistant skills > Human handover.
30 July 2026
Chatty mobile app for iOS and Android
New feature
Now you can download the Chatty mobile app for iOS and Android and answer customers on the go. Open Settings > Notifications, then scan the QR code with your phone or tap the App Store / Google Play badge to install. The app lets you reply to conversations and manage your main settings from your phone.
Go to Settings > Notifications.
17 July 2026
Longer welcome and offline messages
Improvement
Now you can write welcome and offline messages up to 300 characters, doubled from the previous 150-character limit. Use the extra space to greet visitors with more context or give clearer instructions when your team is away.
Go to Chatbox > General settings > Chat page.
15 July 2026
Filter feature requests by status
Improvement
Now you can filter the feature request board by status — Requested, In Review, In Progress, or Done. Use the multi-select Status dropdown to show only the requests you care about. By default, completed requests are hidden so you see what is still in progress.
Go to Help Desk > Feature Requests.
14 July 2026
Write your own AI handover and confirmation messages
Improvement
Now you can replace the built-in messages AI uses around a human handover with your own wording. Edit the question AI asks before connecting ("Do you want to connect to human support?"), the confirmation after the chat is handed over, the message shown with the contact form, and the after-sales confirmation — up to 300 characters each. Leave a field blank to keep the default, which is translated automatically to the customer's language.
Go to AI agent > Instruction > Assistant skills > Human agent transfer.
14 July 2026
Starter FAQs generated from your store
New feature
New to Chatty? Your FAQ section now fills itself in. Shortly after you install the app, Chatty reads your store data and Online Store pages — shipping, payment, policies — and generates a starter set of FAQs automatically, so you launch with real answers instead of an empty page. It only runs when you have no FAQ categories yet, so existing FAQs are never touched. Review and edit the generated FAQs anytime.
Go to FAQs.
10 July 2026
Attach training data to a scenario
New feature
Now you can point a scenario at the exact knowledge it should use. When you build or edit a scenario, click Add training data and pick from your existing sources — a product, collection, discount, FAQ, QnA, file, Shopify page, or URL. AI then answers that scenario from the sources you linked instead of searching everything, so guided flows stay accurate and on-topic.
Go to AI agent > Instruction > Assistant skills > Custom scenario.
08 July 2026
Custom fields and image upload on the handover form
Improvement
Now you can tailor the form customers fill in when AI hands them to your team. Add your own custom fields to collect exactly the details you need, and let customers attach an image (JPEG, PNG, or GIF, up to 20MB) so they can show a problem instead of describing it. The extra fields and the image arrive with the support request, so your team has full context before they reply.
Go to AI agent > Instruction > Assistant skills > Human agent transfer.
07 July 2026
Custom brand colors on every plan
Improvement
Custom brand colors are no longer a paid feature. Now every plan, including Free, can set custom colors for the chat widget so it matches your storefront exactly — pick the Custom tab under Brand colors and choose your own palette.
Go to Chatbox > Appearance > Brand colors.
29 June 2026
Suggested follow-up questions on product details
Improvement
When a customer opens a product's details in chat, the widget now suggests follow-up questions right on the product view, so they can ask about sizing, shipping, or availability in one tap instead of typing. It works automatically — there is nothing to configure.
22 June 2026
Auto follow-up when customers go quiet
New feature
When a customer stops replying mid-chat, AI can now send one follow-up message to bring them back, so an interested shopper doesn't slip away just because they got distracted. The follow-up is written from the current conversation, so it picks up where the chat left off. AI waits for the time you set (3 minutes by default) after the customer's last message, then sends the follow-up as a normal message in the conversation. It is skipped when the conversation is already resolved, has been transferred to a human, or the customer has closed the chat widget. The feature is on by default.
Go to AI Assistant > Settings.
17 June 2026
Smarter human handover
Improvement
Human handover is redesigned to separate when AI hands off from where the customer goes. AI can now start a handover on its own, without waiting for the customer to ask. Four auto-triggers cover the moments that matter: the customer asks for a person, AI can't answer after two low-confidence replies in a row, the customer repeats the same question twice or more, or AI detects negative sentiment from wording, ALL CAPS, repeated "!!!", two or more thumbs-down, or a negative emoji. Add intent rules to hand off specific topics instantly, and choose where each handover lands: assign to an agent in Inbox (with a response-time promise and a contact form when no one is online), collect details and follow up by email, or show your other contact methods. AI now writes its own transfer replies to fit each situation, so the old fixed pre- and post-transfer messages are retired.
Go to AI Assistant > Instruction > Assistant skill > Human handover.
05 June 2026
Find products by image
New feature
Now customers can send a photo in chat and AI finds the matching products in your catalog. There is no need to describe the item in text. AI returns the closest matches with direct buy links right in the conversation.
25 May 2026
Read Shopify customer tags
New feature
AI can now read your Shopify customer tags and use them as context in every conversation. When a customer is logged in, their tags are added automatically, so you can personalize replies by segment. Add a rule in your instructions, for example "If the customer has the tag VIP, prioritize premium products".
Go to AI Assistant > Instruction.
25 May 2026
View cart proactive trigger
New feature
Now you can trigger a proactive message when a visitor views their cart, catching them at the moment of highest intent before checkout. The message sends after a short delay (5 seconds by default), once per session, and follows your trigger priority order.
Go to Proactive chat > Create proactive chat > View cart.
20 May 2026
Product details in chat
New feature
Now buyers can tap a product card in chat to open a full detail preview without leaving the conversation. Swipe through the product photos, pick a variant, see the live price and stock status, and add to cart right inside the chatbox.
19 May 2026
Similar products by tag
New feature
Now you can tell AI which product tags define a similar product, so recommendations match by attribute instead of by collection. Turn on "Prioritize similar by tags" and choose the tags from your catalog. AI filters results by those tags and falls back to the previous behavior when nothing matches. Available once unlocked for your shop.
Go to AI Assistant > Instruction > Product recommendations.
15 May 2026
Gorgias auto-resolve ticket
New feature
When a conversation is resolved by AI or an agent, Chatty now creates a closed ticket in Gorgias automatically, tagged chatty_resolved. Connect Gorgias with OAuth to turn it on.
Go to Settings > Integrations > Gorgias.
14 May 2026
Bulk actions in Inbox
New feature
Now you can select multiple conversations and mark them as read, unread, or resolved in one click. Select all on the current filter to clear a full backlog fast.
Go to Inbox > select conversations > choose an action.
12 May 2026
Variant price on product card
New feature
Now you can choose which variant price your AI shows on product cards: the first variant, the lowest price, or the highest price. When a customer asks about a specific variant, AI still shows that variant's exact price.
Go to AI Assistant > Settings > AI product page.
11 May 2026
AI re-engagement when agent is inactive
New feature
AI now covers two gaps where support used to fall through. When a resolved conversation gets a new message from the customer, AI picks it up automatically and treats it as a fresh conversation. When an agent replies but then goes quiet with a message still pending, a "Continue with AI" button appears after 5 minutes so the customer doesn't have to wait.
Both behaviors are configurable. AI re-engagement after resolution defaults to ON for new customers and OFF for returning ones. The "Continue with AI" button only shows when your AI availability settings allow it.
Go to AI Assistant > Settings > AI re-engagement.
24 April 2026
Revenue attribution on Shopify orders
New feature
Every order influenced by Chatty now gets tagged directly in Shopify Admin. Orders where a chat happened before purchase get a chatty-assisted tag. Orders placed during an active chat get chatty-direct.
Filter by these tags in your Shopify Orders view to see exactly what revenue your chat drives — no dashboards to cross-reference, no exports to run.
Go to Shopify Admin > Orders > filter by tag chatty-assisted or chatty-direct.
24 April 2026
Shopify Search & Discovery sync for AI recommendations
New feature
AI can now suggest related and complementary products based on the same data powering your Shopify Search & Discovery app. When a customer asks "What goes well with this?" or "Do you have anything similar?", AI pulls your curated recommendations instead of guessing.
Shopify's default related products sync automatically. If you have the Search & Discovery app installed, that data takes priority. Your own custom recommendations always rank first.
Go to AI Assistant > Product recommendations > Shopify recommendations.
24 April 2026
AI assistant on homepage
New feature
Your AI assistant no longer has to wait for a product page. With homepage embed enabled, visitors get AI chat the moment they land on your store — so they can explore your catalog, ask questions, and start buying without navigating anywhere first.
Enable the block in AI Assistant settings, then add it to your theme editor the same way you added it to product pages. The AI answers using store-level knowledge, so it works across all your categories.
Go to AI Assistant > Settings > Enable Embed homepage AI assistant > add the AI assistant block in Theme editor.
24 April 2026
AI response review
New feature
Now you can view the exact data sources behind each AI response. This helps identify knowledge gaps and improve your AI's accuracy with every AI response.
You can add missing information when answers aren't accurate.
21 March 2025
Connect Instagram
New feature
Now you can receive and reply to Instagram DMs directly in Chatty.
21 March 2025
FAQs analytics
New feature
Go to Analytics, see which FAQs your customers view most and monitor engagement trends over time. Use these insights to update your content to meet customer needs.
You can track:
- Total views of FAQs
- Most viewed FAQs
- Most engaged categories
12 March 2025
Product info for AI training
Improvement
Now you can select which product information is used when answering customer questions for more accurate responses.
In Data sources, go to Products → Click Manage → Change status to show/hide products in training data.
06 March 2025
Custom instructions
New feature
Tell your AI assistant exactly how to handle different customer inquiries. Create more consistent customer experiences while maintaining your brand voice. Learn more.
04 March 2025
Online status for team member
Improvement
Now you can set online status not only during working hour but also when your team member is online.
26 February 2025
Internal note
New feature
You and your team can leave private comments within conversations by Internal note. These notes are only visible to your team members, not to customers.
During a customer conversation, click the Notes tab in the chat zone → Type your note in the text box. To mention a team member, type @ followed by their name → Click Send to save your note.
24 February 2025
Klaviyo integration
New feature
This integration helps sync customer data and chat interactions between Chatty and Klaviyo. This helps:
- Keep customer data consistent across platforms
- Build smarter customer segments based on chat interactions
- Track chat interactions for targeted email campaigns
24 February 2025
Unresolved questions by AI
New feature
Unresolved questions are customer inquiries that your AI Assistant couldn't answer effectively.
To optimize AI response, add answers for unresolved questions.
Go to Unresolved questions → Click Add answer to add answer to data source → Test again to make sure AI can handle that question.
19 February 2025
Instruction for AI
Improvement
You can set up how AI answers customer questions on: tone of voice and length of answer.
In AI assistant → Go to Instruction → Set up how AI answer questions.
13 February 2025
Add multiple questions for AI training data
Improvement
You can import multiple questions and answers at a time using CSV file.
Go to AI assistant → In data source, click Manage Q&A → Click Add data source → Select CSV.
07 February 2025
AI Product recommendation
New feature
AI Product Recommendation enables smart product suggestions based on customer conversations. AI analyzes your store's product catalog and automatically suggests relevant products to customers during live chat conversations.
AI Product Recommendation can:
- Suggests relevant products based on customer inquiries
- Provides detailed product information
- Helps customers find alternatives
Go to AI assistant → Turn on Products in data sources to pull all product information to training AI data. It may take a while to sync all product information.
You can test AI with questions about your products in our test zone.
10 January 2025
AI test zone
Improvement
This allows you to simulate customer interactions before going live with your AI. Make sure your AI gives the right answers that fit your store's needs.
Go to AI & Automation → Click Manage in AI assistant → Add data source to train your AI → Go to Test → Ask AI test questions.
07 January 2025
Images in email signature
Improvement
Images in email signature
30 December 2024
Update email sender
New feature
You can now update email sender to send replies to customers' email in Chatty inbox.
Go to Email channel → Go to Email sender → Select Own email address. Learn more.
23 December 2024
Joy Loyalty integration
New feature
Joy Rewards & Loyalty Program (opens in a new tab) is a Shopify app that provide loyalty program for enhancing customer retention and satisfaction.
By integrating Chatty with Joy, you can get access to customer's loyalty profile and activity right in Chatty Inbox.
Go to Integrations → Click Manage in Joy → Click Connect. Learn more. (opens in a new tab)
12 December 2024
FAQs page layout
Improvement
There are 2 options for your FAQs page layout.
- One page layout: Best for simple FAQs, showing all questions in one list
- Card layout: Best for detailed help center, grouping questions into categories
To set up new layout: Go to FAQs → Click FAQs page → In Appearance, select your preferred layout.
04 December 2024
Auto assignment
New feature
With auto assignment, conversations will be assigned to your team members.
There are 2 options:
- Assign to who responds first
- Assign to whoever responds (change with each response)
To turn on auto assignment: Go to Settings → Go to General → Turn on Automatic assignment and select your preferred option. Learn more.
04 December 2024
Web app
New feature
Web app is a standalone web version that allows you to manage conversations and support tools without logging into Shopify admin.
You can get access to Chatty directly through app.chatty.net (opens in a new tab) with a Chatty account. Learn more.
04 December 2024
Export contacts
New feature
This allows you to download your customer contact information from Chatty in a standardized format.
It makes it easy to use this data in other platforms and systems, like Email Marketing or Loyalty platform.
Go to Contacts → Click Export and select contacts you want to select. Learn more. (opens in a new tab)
01 December 2024
Notifications for new messages
Improvement
There are more options for you to get notifications for new messages on your devices.
Go to Settings → Notifications → Set up your settings. Learn more.
18 November 2024
Multiple store chat
New feature
You can manage conversations from many stores in one place.
If your email is invited to many stores, you can easily switch between stores to manage conversations in that account.
Log in full version app → Check top right corner to switch between stores.
15 November 2024
Messenger integration
New feature
By connecting Facebook account to Chatty, you can receive and reply to Facebook messages from customers right in app.
Go to Channels → Click Manage in Facebook messenger → Click Connect account. Learn more.
24 October 2024
AI assistant (beta)
New feature
AI assistant helps you solve customer's questions faster, which results in happier customers and less strain on the support team.
We've trained our AI on your data source, so it can provide accurate and relevant answers to questions about your store, products and services.
Go to Assistant → AI assistant → Click Manage → Set up your welcome message and Data source.
18 October 2024
Updated quick start
Improvement
Get started quicker with our redesigned setup guide, which is divided into 2 groups which satisfy users' needs: Build FAQs and set up live chat.
04 October 2024
Email signature
New feature
Now you can set up email signatures for emails sent to customers in conversations from email.
Go to Channels -> Click Manage in emails -> Click Preference and set up your email.
04 October 2024
Improved message sending
Improvement
You can send messages by pressing Shift + Enter (in addition to the existing Enter option).
Go to Settings -> General -> Go to Inbox settings -> Select method to send message
04 October 2024
Updated conversation list interface
Improvement
In Inbox, you can easily get access and filter conversations with our new left-hand panel.
You can filter conversations by All, Resolved, Starred, or Blocked.
You can also filter conversation by channels.
03 October 2024
Manage contacts
New feature
You can now manage customer contacts: edit contact details, delete contact or get access to customer details like: conversation, customer behavior.
03 October 2024
Insert products
New feature
You can insert products (product variants) and collections in chat with customers.
Products and collections will be shown with details and CTA button to boost engagement and sales.
18 Sep 2024
Assistant: Subscribe newsletter
Improvement
In Assistant Subscribe newsletter, after selecting discount, you can add image to that discount.
Along with email, you can ask for name and phone number of customers in form.
18 Sep 2024
FAQs analytics
New feature
Check key metrics about your FAQs, like total views, so you can see how users are interacting with them and improve your self-service support.
You can check total views of each questions in FAQs or in Dashboard.
18 Sep 2024
Hide teaser message
Improvement
You can set up to show or hide teaser message (which is above chatbox). Display settings of teaser include audience, devices and time to show teaser.
Go to Assistant → Select an assistant and set up teaser.
13 Sep 2024
Assistant: Suggested FAQs
New feature
Suggested FAQs assistant helps show common questions in chatzone and provide instant answer to customers.
09 Sep 2024
Import and export FAQs
New feature
You can import bulk FAQs (questions and answers) and export all FAQs to CVS file.
06 Sep 2024
FAQs page appearance
Improvement
We improve appearance settings of FAQs page.
You can set up: header/background color and FAQs color.
01 Sep 2024
Pre-chat form
New feature
Pre-chat form helps you set up what info from customers you want to collect before chat starts.
Go to Chatbox → In "Blocks", click Edit in "Live chat". You can require info (name, email, phone) from customers to start chat or allow customers chat as anonymous.
26 Aug 2024
First auto-reply message
New feature
You can set up auto-reply message when you're offline and online. Customers will get this message while waiting for your reply.
Go to Settings -> Chat availability -> Set up First auto-reply.
20 Aug 2024
Deeplink
New feature
Deeplink allows you to create a special URL. When this URL is clicked, it automatically opens the Chatty chatbox on your Shopify store page.
You can add this link to a button or a hyperlink text that you want to use as a trigger. Learn more. (opens in a new tab)
19 Aug 2024
Conversation history
New feature
Now you can send conversation history (the entire chat) to customer when the conversation is marked as solved.
Go to Channels → Select Email channel -> Go to Preferences -> Turn on Conversation history → Conversation history email will be sent to customer's email. Add more emails if you want to receive conversation history.
14 Aug 2024
Export FAQs
New feature
You can export all questions and answers in your FAQs hub in .CSV file.
Go to FAQs → Click Export.
01 Aug 2024
FAQs block
New feature
Now you can add FAQs to any page on your site.
Go to FAQs → Click FAQs block → Add and edit your FAQs block in theme editors. Learn more. (opens in a new tab)
30 Jul 2024
Insert link
New feature
You can easily add link into text in chat by click icon Format text. Learn more. (opens in a new tab)
25 Jul 2024
Online status
New feature
In conversation, you can check customer's online status next to their name. Learn more. (opens in a new tab)
25 Jul 2024
Contact button
New feature
You can add contact button anywhere on your site to provide instant support and improve customer satisfaction. Learn more. (opens in a new tab)
22 Jul 2024
Quick replies
New feature
Quick replies help users set up messages which are common for merchants to answer customers.
Go to Settings → Click Manage quick replies → Turn on and create your quick replies.
In chat, type / for quick access to list of quick replies. Learn more (opens in a new tab)
19 Jul 2024
Upload images and files
New feature
You can upload images and files to send your customers in conversations.
You can send unlimited images and files, maximum 10 files per time. Supported image types are: JPG, JPEG, PNG, GIF. File size must be less than 20MB.
18 Jul 2024
Insert discount
New feature
In conversation, you can send customers discount which is available on your store. Your customers can apply discount easily by just clicking Shop now in conversation. Learn more. (opens in a new tab)
11 Jul 2024
Block user
New feature
Now you can block user to not receive any messages from them anymore.
In conversation details, click Block user and confirm. Learn more. (opens in a new tab)
10 Jul 2024
Sound notification
New feature
By turning sound notification, both you and your customer will get notifications with sound for new messages.
In Notifications, turn on Play sound notifications. Learn more (opens in a new tab).
09 Jul 2024
Chatty mobile app
New feature
Chatty mobile app is now available. You can answer customer questions on your devices anywhere anytime.
In dashboard, click Install mobile app in setup guide and follow instructions to download app. Learn more.
08 Jul 2024
Unread conversations
New feature
Now you can filter unread conversations in your inbox for faster and more efficient customer support.
26 Jun 2024
Assistant: Subscribe newsletter
New feature
Subscribe newsletter - New assistant for your live chat is available now.
This helps capture your customer's emails & increase conversion rate by hot deals, exclusive updates and rewards.
Go to Assistant → In Subscribe newsletter, click Manage → Edit your chat flow.
Learn more about Assistant (opens in a new tab).
25 Jun 2024
Customer details
Improvement
In conversation details, now you can check customer information (phone, name, address, etc.), their order details and notes.
This requires permission update to our app. Learn more. (opens in a new tab)
20 Jun 2024
Translate FAQs
New feature
Now you can translate all questions and answers in Translation. Auto translate is also available. Learn more. (opens in a new tab)
14 Jun 2024
Customer behavior
New feature
In a conversation with a customer, you can check their behaviour like add to cart or place an order. Learn more. (opens in a new tab)
13 Jun 2024
New presets for chatbox
Improvement
More presets are available in chatbox settings.
You can preview preset in the dark and light mode. Or custom your own style.
11 Jun 2024
Name and avatar of chatbot
New feature
Now you can set up name and avatar of chatbot in live chat.
Go to Settings and set up your information. Learn more. (opens in a new tab)
11 Jun 2024
Web push notifications
New feature
You can get web push notifications whenever there're new messages from customers.
Go to Notifications → Turn on Web notifications. Learn more. (opens in a new tab)
05 Jun 2024
Chat analytics
New feature
Now you can check if your chat is working well with our chat analytics. Analytics that are provided in Dashboard:
- Total conversations
- Total new conversations
- Average first response time
05 Jun 2024
Assistant: Welcome visitors
Changed
Assistant helps you offer quick support to customers with targeted scenarios.
Now you can set up welcome visitors flow in Assistant (opens in a new tab).
31 May 2024
Order tracking
Improvement
Customers can track orders in chatbox by order number and tracking number. Learn more. (opens in a new tab)
31 May 2024
Notifications for new messages
New feature
Setting email notifications for messages helps you take care of all conversations. No missing messages.
Learn more about Notifications (opens in a new tab).
23 May 2024
WeChat update
New feature
WeChat temporarily unavailable in contact method.
Due to recent updates by WeChat, direct link to personal accounts is no longer supported. Users must now login in using a QR code.
In contact method, WeChat is now unavailable. WeChat will be back when the update is completed.
06 May 2024
Auto-translation
Improvement
More languages are supported in Chatty.
Go to Translation → Select to edit your language → Click Auto-translate.
Learn more about Translation (opens in a new tab).
23 Apr 2024
Translation for navigation
New feature
If you use widget style with navigation, you can translate content in navigation now.
Go to Translation → Select Show navigation or No navigation → Translate into your language.
08 Mar 2024
More supported languages
Improvement
More languages are supported to auto-translate in app: German, Dutch, Italian, Turkish
08 Mar 2024
New widget style
New feature
You have options to show or hide navigation on FAQs widget. Learn more about navigation (opens in a new tab).
You can customized how much widget will take much on phone screen. Learn more about ratio on mobile (opens in a new tab).
07 Mar 2024
New FAQs category interface
New feature
FAQs category is now shown in separate tabs which helps users easily scan and find relevant topics.
FAQs widget preview on mobile is available in app now.
Chatty Help Center