Changelog

You can now cap how many AI credits an individual AI agent or chatbot is allowed to use each month. Once the cap is reached, the Agent stops generating responses until the next monthly cycle, or until you raise the limit.

This is useful when you want to allocate budgets across multiple AI agents, prevent any single Agent from depleting your project's quota, or build an Agent for a client without giving them unlimited spend.

To set it up, head to your chatbot or AI agent's settings and open the new Limits tab.

Read the docs →

We're rolling out granular access control for team members. You can now limit which AI agents each member can access and interact with inside a project.

When inviting a new member or editing an existing one's role, you'll find a new Restrict access section.

Leave it empty and the member gets access to every agent in the project, just like before. Add one or more AI agents and that member will only see those, nothing else in the project is visible to them.

This new features is useful for:

• Agencies managing multiple clients under one project. Give each client's team access only to their own agent.

• Large teams where support agents should only handle specific products or departments.

• Compliance scenarios where access to certain conversation data needs to be segmented by role.

The new feature is available on all plans. Head to Project Settings → Members to configure access controls. Give it a try and let us know your feedback.

A few practical upgrades to make conversations richer and easier to manage. Here's what's new.

File Attachments

Both end-users and your agents can now share files directly in chat, making it easier to handle support requests, share documents, or send media without leaving the conversation.

• Supported types: images, documents, audio, and video

• Drag-and-drop: just drop a file onto the chat to attach it

• Up to 3 files per message, with optional caption text

• Per-channel support: works on the web widget, WhatsApp, and Instagram. The file picker automatically narrows to what each channel accepts, so agents never have to guess

• Fine-grained controls: pick exactly which document types your end-users can send (PDF only? Spreadsheets but not PowerPoint? Whatever fits your workflow)

Enable it from the widget designer under Configure → File attachments.

→ Read the docs

Block Users

Tired of repeat spammers? You can now block individual users from the Conversations page. Once blocked, the user can no longer start new conversations with your bot or agents, and any in-progress chat is blocked too.

You can review and unblock users at any time from your settings.

Emoji Picker

A small but long-requested upgrade: end-users can now pick emojis from a built-in picker when writing their messages. No more copy-pasting from a separate app or remembering shortcodes.

That's it for this release. As always, let us know what to build next. 👇

We've shipped a handful of improvements to give you more flexibility with AI agents, better visibility into AI performance, and a smoother day-to-day workflow. Here's what's new.

1) New AI action: Custom Form

We’ve released a new Custom Form action for AI agents that lets you display forms with custom fields. Previously, the only option was the Lead Form, which came with a fixed set of predefined fields.

With the new Custom Form action, you decide exactly what information you want to collect from your visitors, whether that's a support intake form, a booking request, a feedback survey, or anything else your workflow calls for.

2) Confidence Score for AI Answers

When viewing a chat, you can now see a confidence score for each AI answer that comes from your knowledge base. The score reflects how confident the AI is in its response, giving you a clear signal of where it's performing well and where it might be falling short.

You can also filter conversations by confidence score, making it easy to surface low-confidence messages and fine-tune your knowledge base to improve future answers.

3) Sound Notification for Handoffs

You can enable a sound notification that plays whenever a conversation is waiting for agent intervention.

To turn it on, head to Settings → Notifications → Personal Notifications and enable the sound for "A new conversation is waiting for agent intervention" notification.

4) Improved Knowledge Base Filtering and Sorting

We've added new filtering and sorting options to the knowledge base to help you find and manage your content faster. You can also now sort entries by clicking directly on the column headers.

5) Switch Back to AI Chat from Live Chat

You can now hand a conversation back to your AI agent after a live chat session. From the chat screen where the text editor is displayed, click the AI chat toggle at the top to re-enable AI responses.

As always, we'd love to hear your feedback. Let us know what you think and what you'd like to see next.

You can now connect your AI agents directly with Zendesk and take actions automatically.

With Zendesk actions, your AI agent can:

• Create tickets instantly from conversations

• Automatically pass context from chat to your support system

• Create users in your Zendesk CRM

Your AI agent can now escalate issues and keep everything in sync with your Zendesk support workflow.

This means faster resolutions, smoother handoffs, and a better experience for your customers.

Give it a try today and let us know what you think!

We’ve added support for a new lineup of AI models to give you more power, flexibility, and performance when building your agents.

Mistral

• Mistral Small 4

• Mistral Medium 3.1

• Mistral Large 3

xAI

• Grok 4.1

• Grok 4.2

DeepSeek

• DeepSeek v3.2

These models bring improvements in reasoning, speed, and cost-efficiency, so you can choose the best fit for your use case.

Give them a try and let us know what you think.

We’ve officially launched Live Chat with Human Handoff, so your AI can handle conversations and your team can step in exactly when it matters.

Chatling is built to be AI-first, but some conversations need a human touch.

Now, you can:

• Let your AI agent handle conversations automatically

• Automatically hand off to a human when needed

• Jump into any conversation at any time from the inbox

⚡ Key Features

1. Automatic Human Handoff

Set up handoff rules based on intents, actions, or specific moments in the conversation — like when a user asks for a person, gets stuck, or needs more help.

When triggered, the conversation is seamlessly passed to your team, along with full context so they can jump in right away.

👉 Learn how to set up human handoff for:

• AI Agent

• Chatbot

2. Live Chat Inbox

Respond to users directly from the Conversations page and take over any chat in real time.

3. Office Hours & Reply Time

Define when your team is available for live chat. If users reach out outside those hours, they’ll be informed when you’ll be back.

Additionally, show users your typical response time during office hours to set clear expectations.

👉 Learn how to set up availability

4. AI-Generated Conversation Summary

When a chat is handed off, your team gets a summary of the conversation, so they can jump in with full context instantly.

This update is something we’ve been really excited to bring to Chatling. AI can handle a lot, but great support still needs a human touch sometimes. Now you can have both working together, without friction.

Give it a try and let us know what you think 🙂

You can now use WhatsApp Coexistence with Chatling, giving you the best of both worlds: AI automation and human conversations from the WhatsApp app.

What is WhatsApp Coexistence?

WhatsApp Coexistence allows your business to:

• Keep using the WhatsApp Business app

• While also connecting your number to Chatling

This means your AI agent can automatically handle conversations, while your team can jump in and reply directly from WhatsApp whenever needed.

How to use WhatsApp Coexistence?

1. Disconnect your number from Chatling
   Also make sure to remove the number from WhatsApp Manager.

2. Set up the number in the WhatsApp Business app

3. Reconnect the number in Chatling
   During the Meta login flow, select “Connect a WhatsApp Business app.”

Once connected, your AI agent will handle conversations automatically, and your team can reply anytime from the WhatsApp app or the Chatling dashboard.