MAJOR RELEASE
v2.5.0
NEW
Smart Handoff: Frustration Detection
Our AI now reads sentiment signals in real time. When a customer shows signs of frustration, such as repeated questions, short replies, or explicit language, the ticket routes to a human agent instantly with full context attached.
Multichannel Inbox: SMS Support
SMS conversations now land in the unified inbox alongside email, chat, and social. Route, respond, and resolve from one place.
Multichannel Inbox: SMS Support
A new real-time score shows how accurately your AI is matching customer intent. Drill into categories where accuracy dips below your threshold.
IMPROVED
Auto-Response quality
Responses generated from knowledge base articles are now 40% shorter on average, with higher customer satisfaction scores in A/B testing.
Knowledge Base Sync speed
Re-indexing a 500-article help center now takes under 90 seconds, down from 8 minutes.
FIXED
Resolved an edge case where tickets with emoji in the subject line were misclassified by the triage model.
Fixed Intercom webhook timeout that caused occasional missed ticket events during high-volume windows.
FEATURE RELEASE
v2.4.0
NEW
Custom Tone Profiles
Define your brand voice with a short style guide, whether formal, casual, empathetic, or technical. The AI matches it across every response.
Ticket Merge Detection
When two customers write about the same issue, ResolveAI groups them and generates a single response workflow, reducing duplicated effort.
HubSpot Integration
Two-way sync between ResolveAI and HubSpot. Ticket status, customer data, and resolution history stay in sync automatically.
IMPROVED
Dashboard load time
The analytics dashboard now loads in under 1.2 seconds for accounts with up to 100,000 monthly tickets.
Mobile responsiveness
The inbox and ticket detail views are fully usable on mobile devices with a redesigned compact layout.
FIXED
Fixed a bug where Zendesk attachments over 10MB caused the auto-response to send without reading the attachment content.
FEATURE RELEASE
v2.3.0
NEW
Priority Queue
Set rules to automatically elevate high-value or high-urgency tickets to the top of the queue based on customer tier, keywords, or sentiment score.
Weekly Digest Email
Receive a Monday morning summary of resolution rates, AI accuracy, CSAT scores, and top ticket categories from the previous week.
IMPROVED
AI Ticket Triage accuracy
Upgraded the underlying classification model. Category accuracy improved from 91% to 96% across all supported languages.
Onboarding flow
New customers can connect their first channel and run the AI on live tickets in under three minutes with the simplified setup wizard.
FIXED
Resolved a timezone rendering issue in the analytics dashboard that caused some date filters to return incorrect results for UTC+8 and UTC+9 users.
Fixed Knowledge Base Sync ignoring articles with non-ASCII characters in their URL slug.
FEATURE RELEASE
v2.2.0
NEW
Social Inbox: Twitter/X & Instagram
Support messages via Twitter DMs and Instagram comments now flow directly into your unified inbox for triage and response.
Freshdesk Integration
Full two-way integration with Freshdesk. Ticket status, tags, and agent assignments sync in real time.
Custom Escalation Rules
Define specific keywords, topics, or customer segments that always skip AI and go directly to a human agent.
IMPROVED
CSAT collection
Post-resolution satisfaction surveys now achieve a 34% response rate on average, up from 18%, with the new in-thread rating design.
MAJOR RELEASE
v2.0.0
This release is a full rebuild of the ResolveAI AI engine. Version 2 is faster, more accurate, and natively multilingual. All existing workspaces are migrated automatically.
NEW
ResolveAI Engine v2
The new AI engine processes tickets 3× faster and delivers more context-aware responses by referencing conversation history, not just the latest message.
Multilingual Support
Native support for English, Spanish, French, German, Portuguese, Japanese, and Simplified Chinese. Auto-detect and auto-respond in the customer’s language.
Analytics Dashboard v2
Fully redesigned analytics with cohort views, trend charts, and an exportable resolution report in CSV format.
Team Permissions & Roles
Granular access control with Admin, Agent, Viewer, and Custom roles. Restrict data access by team, channel, or ticket category.
MAJOR RELEASE
v1.9.0
NEW
Zendesk Integration (GA)
The Zendesk integration exits beta with full support for triggers, macros, and ticket fields. Available on all plans.
Intercom Integration (Beta)
Connect ResolveAI to Intercom conversations. AI handles initial responses; agents take over from the Intercom inbox.
Analytics Dashboard v2
Fully redesigned analytics with cohort views, trend charts, and an exportable resolution report in CSV format.
Team Permissions & Roles
Granular access control with Admin, Agent, Viewer, and Custom roles. Restrict data access by team, channel, or ticket category.
IMPROVED
Response latency
Median time from ticket received to AI response sent is now 38 seconds, down from 72 seconds.
FIXED
Fixed a regression that caused the Knowledge Base Sync to skip the last article in any collection with more than 200 items.