May 20th, 2026
New
We all get lots of emails and tickets we probably don’t want our AI agent to reply to (not least of which because it uses our credits!)
So now you can choose what you want your AI agent to ignore with our spam filters.
Enter the email domain, addresses or subject keywords you want to block and your AI agent will no longer respond.
May 17th, 2026
New
Echo is a powerful new way to interact with the My AskAI platform and features.
May 6th, 2026
Improved
Shopify users now automatically have a task and tool added to their accounts that enables order lookups for where they don’t provide an email.
The task will request an order ID and email address before providing any details.
This will be applied for all new Shopify users signing up.
If you are an existing user and want this enabled on your account, contact us and we’ll enable it for you.
May 3rd, 2026
Improved
You can now filter your logs/ticket history to only show tickets/conversations that were handed over or escalated.
To do this go to Inspect & Logs in your Dashboard and then click the Advanced button and toggling the 'Escalated to human' switch on.
It’ll also allow you to view tickets/conversations where Tasks have been used.
April 29th, 2026
New
Want to test or QA your AI agent on a batch of tickets?
You can now upload a CSV of questions to your agent and have them automatically run.
You can then use our QA and scoring tools to rate the AI agent’s responses.
Find the upload button in Improve > Test.
April 26th, 2026
Improved
You can now control whether or not your AI agent responds to messages in your social channels in Gorgias.
To turn this on or off, go to Helpdesk & Channels > Gorgias > Chat and find the toggle.
April 21st, 2026
New
Hot on the heels of image reading in Zendesk and Intercom, we are now releasing image reading in Freshdesk too.
Your AI agent can now read and understand the context of screenshots and images shared in messages and emails so it doesn't have to ask the person to describe anything.
AI customer service agents can see images that are shared either in chats, email bodies or as attachments to emails.
It will process the image, and use it as context when answering the user or customer's question
You only pay $0.02 per reply where image reading is used.
Coming soon for other helpdesks.
April 19th, 2026
Improved
We’ve made some changes to how Insights works to improve performance, now to view your topics just click the Explorer button below your charts.
You should see things rendering a lot quicker now.
Watch this space for some bigger, more exciting Insights improvements coming soon also…
April 8th, 2026
Improved
We’ve shown the HubSpot helpdesk integration a bit of love recently with a few improvements:
Email only draft replies: You can now have separate reply modes for chat and email, so you can use direct replies for chat and note replies for email.
Auto-close timers: You can set an auto-close timer on a ticket, so if there is no activity it will automatically close.
Auto-assign: The AI agent will now assign tickets to itself automatically until a ticket is escalated, where it will unassign itself, this makes it easier to manage escalated tickets.
April 6th, 2026
New
Your AI agent can now read and understand the context of screenshots and images shared in messages and emails so it doesn't have to ask the person to describe anything.
AI customer service agents can see images that are shared either in chats, email bodies or as attachments to emails.
It will process the image, and use it as context when answering the user or customer's question
You only pay $0.02 per reply where image reading is used.
Available now for Intercom and Zendesk integrations, coming soon for other helpdesks.