April 25th, 2026
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.
April 19th, 2026
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!
April 11th, 2026
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.
April 5th, 2026
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:
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 🙂
April 3rd, 2026
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?
Disconnect your number from Chatling
Also make sure to remove the number from WhatsApp Manager.Set up the number in the WhatsApp Business app
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.
March 8th, 2026
We’ve expanded our model lineup to give you more power, flexibility, and performance when building AI agents and chatbots in Chatling.
Starting today, you can choose from several of the latest models from OpenAI, Anthropic, and Google:
GPT-5.4
Claude Sonnet 4.6
Claude Opus 4.6
Gemini 3.1 Pro
Gemini 3.1 Flash
Gemini 3 Flash
Stay tuned for more updates. 🚀
February 27th, 2026
We’ve just shipped a set of improvements to the chatbot Builder to make it faster, smoother, and more intuitive to design workflows.
1. Duplicate Blocks Instantly
Need a variation of an existing block? Simply right-click on any block and select Duplicate.
2. Drag Multiple Groups at Once
Reorganizing complex flows just got easier.
You can now drag multiple groups at once:
Hold Shift
Drag your cursor to select multiple groups
Move them all together
Perfect for restructuring large flows in seconds.
3. New Keyboard Shortcuts
Speed up your workflow with these new shortcuts:
⇧ S → Save
⇧ P → Publish
⇧ R → Return to start
⇧ + → Zoom in
⇧ - → Zoom out
These updates are all about helping you build faster, especially when working with larger, more advanced chatbot flows.
More improvements are coming soon. Stay tuned!
December 15th, 2025
We’ve just released a new Knowledge Base feature that gives you full visibility into how your data is processed by Chatling.
You can now view the exact content extracted and stored from Links and Documents (PDF, Word, TXT, etc.). This helps you see precisely what your AI is learning from each source, no more guessing.
This change applies to data sources added to the knowledge base starting today. Existing data sources will not display the source content unless you resync them.
How to use it
Go to Knowledge Base, open the Link or Document tab, then click the view icon next to a data source to view its processed content, as shown below.
Why this matters
This update was built to give you more transparency and control over your AI’s knowledge:
✅ Understand how a page or document was parsed
✅ Verify that important sections were captured correctly
✅ Spot missing, noisy, or irrelevant content early
✅ Debug unexpected AI responses faster
✅ Build trust in what your AI actually “knows”
December 2nd, 2025
We’re excited to announce one of our most requested features ever — Instagram Messaging Integration is officially live! 🎉
Your AI agent can now reply to Instagram DM inquiries and provide 24/7 support.
Plus, setup takes just a few minutes. Go to Deploy → Setup Instagram → Login to your account, and that’s all!
We're incredibly excited about this launch, and it’s just one of many powerful integrations coming soon. Give it a try today and let us know your feedback. 🙌
November 15th, 2025
We’ve released OpenAI’s latest flagship model, GPT-5.1.
It significantly outpaces its predecessor (GPT-5) in speed and responsiveness, making real‐time conversational experiences much smoother. It is best suited for agentic tasks carried out by AI Agents.
Give it a try today and let us know your feedback.