Changelog

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Agent layout

• Every agent setting now has exactly one home. The sections are Overview, Instructions, Knowledge, Actions, Handoff, Channels, Tests and Settings. See where settings live.
• How it talks is now Instructions. The name moved to Settings, and the greeting is now the Phone greeting on Channels › Phone, beside the voice.
• Handoff is new: the transfer number and its switch in one row, A person in chat & email (formerly Request a human) and business hours. See handover.
• Integrations is now Actions › Connections, together with the API keys your actions use.
• The Playground and Install are now Channels › Website chat: the widget’s settings with a live preview, and an Install tab. Chat opens with the widget’s own opening message and never uses the phone greeting.
• One Preview button on every agent page opens a chat or a call with the saved agent, in place of Test chat and Test by voice. See test your agent.
• Settings › Version history now keeps the voice, phone greeting, transfer number, AI notice, message limit, business hours and chat widget as well as the words, and restoring puts them all back. Delete this agent moved from the Overview to Settings. See version history.

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Answers

• Knowledge → Unanswered lists every question the agent couldn’t answer, grouped by meaning, and you write the answer from the list. Within about 15 minutes of saving, every way it was asked is tried again, so you can see the answer worked. See unanswered questions.
• Q&A answers: write the exact answer to a question and the agent gives it ahead of anything on your pages or in your files. See Q&A answers.
• Name the topics Analytics counts conversations under, so one subject isn’t split across three names. See topics.

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Results

• A results band on Analytics: resolution rate, hours saved, cost per resolution and more, each against the period before. See Results.
• Share makes a read-only link to those results for someone without a seat, such as your manager. See share the results.
• Every Monday the owner gets last week’s results by email, with the top topics and the questions it couldn’t answer, each linked to where you answer it. See notifications.
• Conversations and Analytics can be filtered to one agent. See Analytics.
• Phone calls can end with a rating question, counted with chat’s answer ratings. See rating question.

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Procedures and tests

• Procedures: step-by-step scripts for refunds, cancellations, disputes and anything else the agent must not improvise, followed in chat, email and on calls. See procedures.
• Tests: a simulated customer talks to your agent in chat or by email, a judge grades each conversation, and you get a pass rate to compare before and after a change. See tests.

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Channels

• WhatsApp: connect a WhatsApp Business number from your own Meta app and the agent answers there, with the same knowledge, actions and handover as chat. See WhatsApp.
• Zendesk Messaging: the agent answers first in your Zendesk Web Widget and apps, and passes the chat to your team in Zendesk when it needs a person. See Zendesk Messaging.
• Call recordings: keep the audio of each call and play it back above the transcript. Off by default, and deleted with the conversation. See call recordings.
• A call transfer now waits up to a minute for your person to pick up, instead of giving up after ten seconds. See hand calls to you.
• Pick your phone number before you get it: Local by area code, or Toll-free, and search for digits it contains. See get a number.
• When a call goes silent and nobody answers the agent three times running, about half a minute, it says it can’t hear anyone and hangs up.

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Knowledge

• Connect Zendesk Guide, Intercom Articles, Notion or Confluence and the agent’s knowledge stays in step with them, checked for changes every 15 minutes. See connected sources.
• Websites built with JavaScript, such as React or Vue apps, are read in a browser when a plain fetch gets almost no text. See what the crawl reads.
• A website or file read that stops partway is noticed within a couple of minutes and tried again, more gently, up to three times. If it still fails, the source says what to do instead of staying on pending.

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Actions

• Stripe: once customers prove their email, the agent answers billing questions from their own account, such as their plan and invoices, sends a short-lived link to update their card, and can cancel at the end of the paid period once they say yes. See Stripe.
• Shopify: order status, product search and starting a return request, which you approve or decline in Shopify. See Shopify.
• Calendly: find open times on one of your events and book a meeting mid-conversation. Booking needs a paid Calendly plan. See Calendly.

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On the desk

• Taking over a chat, email or WhatsApp conversation shows a summary of the conversation so far. The reply box can draft a reply from your agent’s knowledge, insert saved replies, and translate. See reply tools.

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Agencies

• For approved partners: run a workspace for each client from one login, copy agents between them, put your own brand on what clients see, and download each client’s usage to rebill it. See agencies.

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Chat widget

• Theme → Auto follows each visitor’s light or dark mode, and switches if they change it mid-chat. See appearance.

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Free plan

• On Free, you call your agent through a shared demo line, with a code for each agent, instead of getting numbers of your own. See the demo line.
• A Free workspace has up to 3 agents. Paid plans have no limit. See plans and limits.

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Setup

• Let your own AI agent, such as Claude Code or Cursor, build a Wiredesk agent from your website before you have an account, then claim it from one link. See agent onboarding.

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For developers

• A REST API with workspace API keys: read agents, conversations, messages and leads, search conversations, manage contacts and knowledge, and send a message to an agent and get its reply. Keys can be read-only. See REST API.
• Webhooks for message.created, handover.requested, lead.captured and conversation.ended, signed per Standard Webhooks and retried for two days, with a delivery log, a test button and secret rotation. See Webhooks.
• An MCP server, so Claude, Cursor or your own agent can search your agents’ knowledge and conversations. See MCP server.
• All three are under Developers in the sidebar, for owners and admins, on every plan, with a log of every request your keys make. See Request logs.

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Security and control

• Every save of an agent’s name, greeting, instructions or channel wording is kept as a version, with who saved it. Compare any version with what the agent says now and put it back in one click, from How it talks. See versions.
• Settings → Security can delete conversations a set number of days after they end, and shows what a new period would delete before you save it. See retention.
• Hide personal data takes card numbers, IBANs and national ID numbers out of every stored transcript, and out of what the agent reads on later turns. See hide personal data.
• Two-factor sign-in with an authenticator app and backup codes, in Settings → Account. See two-factor sign-in.
• SAML single sign-on with Okta, Microsoft Entra ID, Google Workspace or any SAML 2.0 provider, with domain verification and an option to require it. See single sign-on.

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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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Integrations

• Connect Zendesk, Freshdesk, HubSpot, Intercom, Help Scout, Gorgias or Odoo, and add a Helpdesk ticket action. When a customer needs a person, the agent opens a ticket with its summary, the customer’s details and the whole transcript.
• Zendesk connects with OAuth: you approve Wiredesk’s access on Zendesk instead of pasting an API token.
• Each agent has its own integrations. Connect can reuse an account your workspace already has, and Disconnect takes it off that agent only.
• Before opening a ticket, the agent asks what’s wrong, one question at a time. In the chat widget, the ticket appears as a card under the reply that opened it.

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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.
• Checkout shows the plan price on its own. Usage past the plan’s included usage is still billed.
• Checkout, invoices and the billing portal name each usage line: voice minutes, chat replies and email replies.
• Subscribing again, or adding a plan after adding a card on Free, keeps your invoices and saved card together.
• Voice in the browser is billed by the minute while it runs, instead of a ten-minute block when it starts.

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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, Integrations, 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.
• In chat and email, the agent replies in the customer’s language and switches when they do. Your knowledge can stay in English.

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Handover

• Hand back to the agent returns a conversation to the agent. If the person who took over sends nothing for 30 minutes, it goes back on its own.
• If nobody joins within 10 minutes of a request, the agent tells the visitor and asks for a way to reach them.
• Replies carry the name of the person who wrote them, and everyone can see who has a conversation.

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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.
• Voice typing: a mic in the message box, on by default, in browsers with built-in speech-to-text.
• Suggest follow-ups, off by default: short next questions as buttons under each reply.
• Answer ratings, off by default: thumbs up and down under each reply, and a Thumbs down filter in Conversations.
• On the Free plan, the widget shows a “Powered by Wiredesk” line until the visitor’s first message.
• 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.
• Widget icons can be up to 5 MB. They’re resized and served in the best format each visitor’s browser supports, so the widget loads less on every page.
• If a site’s Content-Security-Policy blocks your icon, the launcher shows the default icon instead of an empty button, and the Install page says which site blocked it.

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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.
• Uploaded files are kept. You can download a file back, or replace it with a new version in place, and the agent keeps answering from the old version until the new one is ready.
• Files can be up to 20 MB, and up to 1,500,000 characters of a file’s text are searchable, up from 400,000. If a file has more text than that, its row says how much was kept.

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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.