Changelog

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Email

• An agent’s email replies can now go out under a sender name you choose. Customer replies are directed to Your support address, so they land in the inbox your team already reads.
• Email replies go to the person who wrote in, not to the mailbox that forwarded the message.
• Automated mail, bounces and no-reply senders no longer get an answer.
• Replies stay in the right email thread.
• A forwarding confirmation email is passed to the workspace owner instead of being answered.

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Billing and plans

• WireDesk is now priced in plans: Free, Growth, Scale and Enterprise. Each plan’s included usage is used before anything is billed.
• Owners can switch plans from the Billing page, with checkout for Growth and Scale.
• The Billing page has an Update limit button for your spend cap, and a tooltip on the usage cards explains overage.
• The dashboard’s usage tile and Billing card show usage against your plan.

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Agents and settings

• The agent’s appearance page is now the Playground. You can change the agent and the chat’s look and test the result on the same page.
• You can find any agent setting from ⌘K inside an agent, and every section links to the settings people look for there.
• Each agent has its own navigation: Overview, Knowledge, How it talks, Actions, Channels, Playground and Install.
• Each channel has its own page. A channel can use its own instructions instead of the ones every channel shares.
• Phone-only settings, such as the voice, transfer number and AI notice, moved to the phone channel page.
• New agent setup asks what the agent is for and which channels it should answer on.
• After onboarding, the dashboard takes you straight to the agent you just built.
• The setup checklist lives on the agent, not the dashboard. You can Mark done a step WireDesk cannot detect, or hide the checklist.
• Deleting an agent can be undone for 30 days. Its conversations, leads and messages are kept after it is gone.
• The business-hours time zone is picked from a list.
• Lead capture is on by default for new agents.
• The spoken AI notice on phone calls is off by default.

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Chat widget

• Chat replies are formatted for scanning, with bold key facts and lists, in the widget, the test chat and transcripts. Email replies get the same content as plain text.
• The agent’s replies appear in a chat bubble.
• Visitors can choose Start a new chat, End chat or View recent chats from the panel’s menu.
• On phones, the panel fits the part of the screen the keyboard leaves visible, and the page behind it stays still.
• The widget offers 14 typefaces and a text size from 12 to 20 px.
• New Install page: the snippet, platform guides, an install check that verifies itself, and a way to email the setup to your developer.
• New widget controls: Allowed domains and Verified visitors.
• Allowed domains now apply to the chat requests themselves, not only to loading the widget.
• widget.js now works when loaded through a tag manager, and a second copy of the tag no longer draws a second bubble.
• The chat panel only loads when a visitor shows intent to open it.
• The launcher shows an unread count, and the panel stays open as the visitor moves between pages.
• New JavaScript API (wiredesk("open") and more, with events), plus data-wiredesk-open markup.
• The install status shows where the widget is loading now, not where it first loaded.
• Fixed embedded launchers always showing the default style instead of your saved one.

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Knowledge

• You can leave pages or whole sections of your site out of the knowledge base.
• A website source lists which of its pages are in the knowledge base.
• The error for a website address missing its ending, such as .com, now says what is missing.

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Workspace and account

• A workspace can have several members, with owner, admin and agent roles enforced on every action.
• The Settings page is split into tabs: Account, Notifications, Team and Activity.
• Email notifications for new leads, handover requests, messages taken and spend-cap thresholds, with a choice of which ones you get.
• An activity log of configuration changes.
• CSV exports for conversations, contacts and collected data, alongside leads.
• You can close your account.
• Password reset, email verification and changing your sign-in email.
• The sign-in page marks the method you used last.
• Phone numbers are shown the way they are dialled, everywhere a contact is named.
• Reports link to the conversation behind each item.
• New help centre at wiredesk.ai/help, and teammates who accept an invitation land on a welcome page for their role.

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Phone

• Direct SIP trunk for selected enterprise clients.
• Live transfers no longer loop back through a number that forwards to the agent.
• Fixed calls being hung up after ten seconds.

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Platform

• The product is now called WireDesk and is served from wiredesk.ai, with a new logo.
• Plain http is redirected to https, and every response carries security headers.
• A free tools hub at wiredesk.ai/tools.
• Developer documentation at wiredesk.ai/docs.

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Chat widget

• Owners can design the chat widget: icon, colours, panel size, typeface and text size.
• While the chat is open, the launcher becomes a minimize button.
• A visitor’s conversation is kept across reloads and tabs for 24 hours.

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Channels and numbers

• Each agent has a switch for each channel: chat, phone and email.
• Remove number detaches a phone number.
• A phone number is released when its agent is deleted.
• The owner is told when a number stops working.

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Workspace

• New dashboard with charts, and faster navigation between pages.
• Dark mode, and a sidebar that remembers being collapsed.
• An account settings page.
• Contacts roll up one person across chat, phone and email.
• Analytics show the topic, sentiment and outcome of every finished conversation.
• Activity: leads, collected data and a log of the actions the agent ran.

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Actions and knowledge

• Actions: capture leads, book meetings, and call your own API.
• Knowledge: full website crawls, file sources, and instructions drafted from your site.
• A passage viewer, a retrieval tester for the knowledge base, and a full conversation history page.

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First release

• Build an agent from your website’s address, and get a phone number in one click.
• Website chat widget.
• Phone agent.
• Voice calls in the browser, with no phone number needed.
• An email address for each agent.
• Handover: live call transfer, chat takeover by your team, and a message inbox.
• Usage metering on every channel, billing and a monthly spend cap.