Changelog
New: Redesigned Dashboard
Weāve rolled out a cleaner, more actionable Dashboard experience. Whatās improved: ā¢ Cleaner, more modern layout ā¢ Compare your performance against a selected previous period ā¢ Clearer visibility into actions taken by the AI (e.g. order lookups, discounts created) ā¢ Direct links to our best YouTube brand breakdowns for inspiration The new Dashboard makes it easier to understand performance at a glance ā and turn insights into action faster.
New: Conversations API
You can now access your conversations via API. The Conversations API allows you to retrieve chat data programmatically and process it however you want ā from internal dashboards to advanced analytics pipelines. Whatās new: ā¢ Fetch conversations via API ā¢ Build custom reporting and data workflows ā¢ Run deep analysis using tools like Codex or Claude Code ā¢ Combine Zipchat data with your own BI stack This gives you full control over your conversation data ā and unlocks deeper insights beyond the UI.
Monthly conversation reports
Every conversation with Zipchat contains valuable customer insights. Now, we automatically turn them into structured monthly reports. Zipchat aggregates conversations into actionable categories: ā¢ Brand perception ā¢ Common product questions ā¢ Marketing angles ā¢ Website UX problems ā¢ What customers are looking for ā¢ Growth action items Reports are generated automatically for every chatbot that has more than 10 conversations in a month. You can securely share a report with anyone using a private link (not publicly accessible). Instead of manually digging through chats, you get a clear summary of what your customers are thinking ā every single month.
Chat Settings: Script installation status indicators
You can now see exactly which scripts are installed directly from Chat Settings ā Channels. Weāve added clear status indicators for: ā¢ Website script ā¢ Thank you page script ā¢ Checkout script (Shopify Plus) No more guessing whether everything is properly installed. You get immediate visibility into your setup and can spot missing scripts at a glance.
Billing update: Rollover for additional usage credits
Unused additional message credits now roll over to the next billing month. Previously, if you purchased extra message packs (e.g. 250 replies) and didnāt use them all, the remaining credits would expire at the end of the billing cycle. Now, unused purchased replies automatically carry forward. Whatās changed: ā¢ Unused additional usage credits roll over month to month ā¢ No more losing paid replies at billing reset ā¢ Fairer behavior for customers who purchase extra capacity Important: ā¢ Rollover applies only to additional usage charges ā¢ The monthly plan allowance does not roll over
Proactive messages: Wildcard campaigns
You can now create Wildcard campaigns for proactive messages. Wildcard campaigns will trigger even if other proactive messages were previously shown to the visitor. Whatās new: ā¢ Create proactive campaigns that ignore past proactive message history ā¢ Ensure critical messages (like exit intent) always appear ā¢ Greater control over high-priority engagement flows For example, you can now guarantee that an exit intent message is shown ā even if another proactive message was already triggered during the session.
Dashboard: Tips Feed
Weāve added a new Tips section to the dashboard to help merchants unlock more value from Zipchat. The Tips feed highlights actionable recommendations ā from enabling new channels to improving conversion and support performance. What you can do: ā¢ Mark a tip as Done once completed ā¢ Snooze it for a week ā¢ Dismiss it anytime The goal is simple: make sure every merchant gets the maximum impact out of the platform ā without guessing what to do next.
Test conversations: Messages are now free
Messages sent in test conversations no longer count toward your usage. Whatās changed: ā¢ Test chat messages are now completely free ā¢ They no longer consume your AI replies ā¢ You can experiment, refine prompts, and optimize flows without worrying about limits We want merchants to test as much as possible ā because better testing leads to better-performing chats.
Proactive messages: Exit intent trigger
Zipchat can now send a proactive message when a visitor is about to leave your website. Whatās new: ā¢ Trigger a message based on exit intent behavior ā¢ Re-engage visitors before they bounce ā¢ Increase chances of recovery, assistance, or conversion To create an exit intent campaign, go to Zipchat ā Campaigns.
Messenger channel: Connect your Facebook Page DMs to Zipchat
You can now connect your Facebook Page to Zipchat and let the AI reply directly to your Messenger conversations. Whatās new: ā¢ Zipchat can automatically respond to Facebook Messenger messages sent to your Page ā¢ Centralize Messenger conversations inside Zipchat ā¢ Connect your Page from Zipchat ā Channels ā Messenger This brings your Facebook DMs into the same AI-powered workflow as website chat, Instagram, email, and other channels.
Instagram channel: Connect your DMs to Zipchat
You can now connect your Instagram account to Zipchat and let the AI reply directly to your Instagram DMs. Whatās new: ā¢ Zipchat can automatically respond to Instagram direct messages ā¢ Centralize Instagram conversations inside Zipchat ā¢ Connect your account from Zipchat ā Channels ā Instagram This brings your social DMs into the same AI-powered workflow as website chat, email, and other channels.
Simplify proactive campaigns
- Proactive campaigns now have only one message that you need to fill ( we merged the popup message and conversation message into one ) - New proactive campaigns are now enabled by default
Shopify Admin: Zipchat is now embedded
Zipchat now lives directly inside the Shopify admin, so you can access it without leaving your store dashboard. Whatās new - Faster access from Shopify ā open Zipchat right from your Shopify admin - Works in the Shopify mobile app ā use Zipchat on the go from the Shopify app - Pin Zipchat to your menu bar for one-click access Prefer the standalone app? - No change ā Zipchat is still available at app.zipchat.ai
Corrections: UX update
Weāve revamped Corrections to make them faster, clearer, and more flexibleāespecially when youāre trying to fix different kinds of AI responses. Whatās new: Contextual āMake correctionā button The correction action now changes based on how the AI response was generated: - Edit AI behavior by adjusting the agentās main prompt (when the response came primarily from prompting). - Add correction info as Q&A (when the response was generated using your Knowledge Base content). - Edit tool prompting for specific tools like Order Lookup or Discount Creation (when the response involved a tool). Redesigned Corrections page - Cleaner layout thatās much easier to read and scan - Search corrections to quickly find what you need
Bubble chat: Smarter product image previews
When Zipchat shares a product in the bubble chat, it now shows more accurate and relevant product images for Shopify stores. Whatās new: ā¢ Product previews prioritize images of in-stock variants ā¢ Falls back to the default product image when needed ā¢ If the current page isnāt a product page, Zipchat uses the page's Open Graph image This ensures customers always see the most relevant product visuals while chatting.
Bubble chat: Auto-expanding text input
The text input in the bubble chat now automatically scales as customers type longer messages. Whatās new: ā¢ The input field grows with the message length ā¢ Longer messages are easier to write and review before sending ā¢ No more cramped or hard-to-edit messages
Visual shopping: Images in bubble chat
Customers can now send images directly in the bubble chat when talking to the AI. Whatās new: ā¢ The AI understands customer-shared images in context ā¢ Customers can shop for similar products, ask questions about what they see, or add visual context to their request ā¢ Works seamlessly alongside text for a more natural shopping experience This unlocks true visual shopping and helps customers get to the right product faster.
Manual mode: Assign conversations to specific users
When taking over a conversation in Manual Mode, you can now assign it to a specific human agent. Whatās new: ā¢ The assigned agent is visible to the end customer in the bubble chat when replying ā¢ New āAssigned to meā filter in the Conversations view to quickly see conversations owned by you ā¢ Agents can customize their name, avatar, and email signature from Account ā Settings This makes handovers clearer, ownership explicit, and teamwork smootherāespecially for larger support teams.
Bubble chat is now available on Shopify Checkout and Thank you page
Shopify stores can now enable Zipchat on the checkout and thank you pages - Shopify Plus: Chat is available on Checkout and Thank you page - All Shopify store: Chat is available on Thank you page To enable Zipchat on your checkout & thank you pages, go to Shopify > Online Store > Edit theme > Switch to Checkout and Customer accounts > Add the Zipchat Checkout script
Whatsapp Campaigns: Folow up improvements
We've simplified the way to setup a Whatsapp campaign by letting you pick a specific follow up delay, e.g. 2 hours instead of having to write down a specific prompt. This change also improves the reliability of follow ups and prevents edge cases where Zipchat might follow up multiple times with the customer.
Skipped conversations now go to Archived
- When Zipchat skips a conversation it will place the conversation into the Archived folder to prevent the Conversations UI from being overloaded
Easier login with Shopify
You can now login with Shopify by typing in your website url - As long as you are logged into your Shopify Store and the URL is valid, you will be logged into Zipchat - You no longer have to remember your "myshopify" URL
Add notes to conversations
You can now add notes for you and your team to Zipchat conversations
Emails: Start new email threads from the app
You can now create new email threads from the conversations UI. This allows you to - Email customers who haven't talked to Zipchat yet - Follow up to escalations via email ( if they were started on another channel )
Improved conversation search
You can now search conversations based on Customer data Whenever you type something in the conversations search, Zipchat will search the following properties - Customer name - Customer email - Customer number - Keywords inside individual messages
Emails: Keep people in CC
Emails in CC will now be kept in the loop, when Zipchat responds to emails
Emails: Image attatchments support
Zipchat will now be able to see image attachments and react to them
Read receipts on the website chat
Customers will now see a notification on the website chat if they haven't read a message that they received on the website chat ( from the AI or from Manual Mode ) Additionally, merchants can see if a message was "read" in the website chat.
Simplified agent creation
We've simplified the creation of a new agent so that you don't have to pick an e-commerce platform. Additionally, Shopify users can now type in their website directly ( instead of having to find their "myshopify" URL )
New AI Ability: Ignore conversations
You can now configure Zipchat to ignore certain conversations based on rules set by you. For example, you probably don't want to reply to "No reply" emails or cold outreach messages from 3rd party service providers. To enable it go to AI training / Prompt & Tools and enable the "Skip Conversation" tool
Monitor escalated conversations inside Zipchat
Zipchat now offers you a comprehensive view of all conversations that were "escalated. - Escalated conversations are marked inside the conversations UI and you can filter them - Whenever a new escalation happens you'll hear a sound inside Zipchat and see a notification in the tab - You can now receive escalations directly inside the app ( and don't have to forward emails ) - Forward request is now called "Escalate conversation"
Add "With order" conversations filter for Non-Shopify
- Allow non-shopify chats to filter their conversations that resulted in an order if they have sales tracking enabled
Conversations: Notifications in manual mode
Whenever you receive a new message from a conversation in manual mode, you will now hear a sound notification and your browser tab icon will change
Conversations UI: Share link
You can now share the URL of a conversation you're looking at with your teammates.
Bubble Chat: Identify logged in customers
Zipchat is now aware when a customer is logged in to your shop and they talk to the bubble chat - For Shopify stores: This works out of the box and is enabled to all shops - For non-Shopify stores: This feature requires a JavaScript integration, which can be added from Chat Settings / Integrations
Dashboard: Monitor AI tools used
- You can now monitor how often the AI uses a specific tool from the Dashboard ( Data is attributed after the 20th of November )
Emails: Set your signature
- You can now define your email signature when setting up emails
Email: Fix rendering issues
- Fix multiple issues with visualising emails in the Zipchat merchant console
Improved Forward request for WhatsApp
Whenever a customer is talking to Zipchat over WhatsApp and wants us to forward the request to the support team, Zipchat will make sure you can reply in multiple ways - You will receive a notification that you can reply via WhatsApp within 24 hours of the request - If the 24-hour period passes, Zipchat will make sure you have the customer's email address so you can follow up there as a backup
Add a WhatsApp button inside your main bubble chat
Avoid having 2 separate bubbles ( Chat & WhatsApp ) on your site, by adding a link to your WhatsApp chat inside the Zipchat bubble chat. To enable the WhatsApp button, go to Zipchat / Chat Settings / Bubble Chat / Edit
LLM provider redundancy
Adds a backup LLM provider if our main LLM provider is offline due to technical issues.
New channel: Email
Zipchat can now talk to your customers over email. Reduce support volume for questions like "Where is my order?", etc, by connecting Zipchat to your inbox today. š To get started: go to Zipchat / Chat Settings / Channels and activate Emails
New design on the Bubble chat
We've completely redesigned the Bubble Chat to bring our design up to date and improve on your website's UX.Ā The new design features: Better mobile UX - We've improved how the design looks on mobile and made it clear that the customer can close the chat and return to the website. Better products showcase - The new design puts bigger emphasis on product images and features links offered by Zipchat in a nice carouselĀ Better performance & fewer bugs - We've completely re-engineered the Bubble Chat under the hood to make the UX smoother, reduce bugs, and make it easier to add new features in the future.
AI: Order Tracking - Shopify agents now have access to the full order history
AI agents on Shopify can now look up orders that are older than 60 days
Prevent multiple forward request emails being sent
- Fixes an issue where Zipchat would send mutliple "forward request" emails for the same conversation - Now Zipchat will have a countdown before it can escalate an issue again
New AI chats are now created with brand-specific info
When you create a new AI chat, Zipchat will reasearch the brand on the internet and prefill some of Zipchat's settings based on what it managed to find out about the brand New AI chats will now have prefilled: - AI avatar - Brand name - Suggestion messages - Additional prompting based on the brand specifics
Add additional shipping notes to Shopify orders
- You can now add addtional information about what's happening with an order by creating a special "custom.additional_shipping_information" for orders in Shopify - With this metafield, you can communicate shipping delays, when an order is expected to be shipped & so on - This metafield can also be connected to 3rd party systems to add info automatically
AI: Make it easier for customers to track their order status
The AI agent will ask fewer details from customers to provide them with information about their order delivery status On WhatsApp or over Email(coming soon) - Zipchat will provide the order status directly, providing information about the last order of the customer - If the customer wants information about another order, they can provide the order number and will get information about it On the Bubble Chat with Lead Collection enabled - Zipchat will only ask about the order number On the Bubble Chat with Lead Collection disabled - Zipchat will ask for email + order number
AI: Custom prompting per ability
We moved all of the AI's abilities ( tools ) to AI training / Prompt and Tools - You can now see the core prompting of each tool - You can enable/disable what the AI can do for you - You can add custom prompting for each tool
AI: Better order tracking
- Zipchat will now open the courier tracking page and check the courier information before answering where an order is - For Shopify order tracking: Zipchat now gives information on multiple parcels ( if it contains more than one )
New agent creation: Automatic avatars
- Whenever you create a new AI Agent, Zipchat will find your logo on the web and add it as the AI's avatar automatically
Introducing WhatsApp follow ups
Engage and retarget your WhatsApp contacts for free with the new follow-up feature on Zipchat. - Create unique campaigns based on prompting - Reach out to customers who talked to the agent on Zipchat within 24 hours See the video for more info šæ
Respect nofollow and noindex tags when crawling pages
Zipchat will no longer crawl and index pages that are marked as "noindex" This resolves a problem where Zipchat would sometimes recommend "hidden" products, such as gifts or addons.
Fix an issue with crawling 404 pages
Resolve a problem where we would have trouble removing old page content from Zipchat's memory when the page suddenly disappears
Zipchat can now create discount codes
The agent can now create unique, one-time discount codes to stimulate customers to buy ( or for any other reasons that are described in the prompt ) For example, you can ask Zipchat to haggle with your customers! To enable this feature, go to AI Training / Prompt & Tools / Create Discount / This feature is currently only available for Shopify stores /
Introducing: The AI type bar
Most customers perceive the chat bubble as a support-only tool. Not as a way to interact with your website. Instead of a chat bubble, we're introducing a new floating element: The AI type bar - which can launch the Zipchat agent. To test it out: Go to Zipchat / Chat Settings / Edit and select Typing bar.
Add support for iOS 26 Safari floating bar
Fixes an issue where the new "Liquid glass" browser UI on Safari breaks full-screen overlays.
New proactive chat designs & chat bubble
- Proactive chat popovers have a fresh new design - Whenever a proactive message shows up, the bubble also receives a notification indicator - Chat bubbles now include an "online" dot to clarify to customers that they will receive an instant response ( color can be changed from Bubble chat settings ) - Tweaks on the different bubble sizes and standardization between channels ( Bubble Chat and WhatsApp now have the same sizes of bubbles )
Pre-filled messages for Whatsapp Link to chat & QR to chat
- You can now prefill a message for customers when they open a Whatsapp link or scan a Whatsapp QR code - To do so, go to Chat Settings / Channels and add the prefilled text
Simpler way to log in
We've simplified the way that you log in inside Zipchat - You can now log in with email/password instead of email code - You can now log in via Shopify directly All of our users will receive an email to set their password.
Control on which pages to show the Chat Bubble
You can now show or hide the Bubble Chat ( or Whatsapp bubble ) on specific pages of your website. Or hide it a certain page. You can do so from Chat Settings / Channels / Edit look & feel
Introducing the Zipchat WhatsApp bubble
The Zipchat WhatsApp bubble is our way to enhance the customer experience of your website by adding a WhatsApp-based AI helper. With it you can: - Send proactive messages to grow your WhatsApp marketing list - Set different UX based on device - Get more customers to contact you via WhatsApp Go to Chat Settings / Channels to add it to your website
Pricing update: Change of overcharges cost/amount
We've updated the price of overcharges ( when you exceed your plan limit ) to $49.00 for 250 replies - This change allows us to include more pages in all of our plans and introduce bulk reply discounts in our Enterprise plans
Collect marketing consent from your offline customers via QR
You can now create a QR code that will lead offline customers to talk to Zipchat via WhatsApp or via the Chatbox, which allows you to: - Subscribe offline customers to your marketing lists (WhatsApp or Email ) - Offer AI assistance in physical stores To get your QR code, go to Chat Settings / Channels and click on the QR code under the channel you wish to use.
Whatsapp: Zipchat now identifies the customer when they send a message
- Zipchat now saves the name of the customer when they send a WA message - Zipchat is now context aware of who they're talking to ( name & contact info ) - Customer name is now displayed in the Conversations UI, when available
Fix deleting an agent displaying a "content missing" error
Whatsapp campaigns bugfixes
- Fixes a bug where re-connecting a whatsapp number might make brands unable to make new Whatsapp campaing - Fixes a bug where clicking on a whatsapp campaign displays an error "content missing"
Pricing updates: 10x more pages for the same price š
We've increased the number of allowed pages on different plans: - Starter - 1,000 pages ( No change ) - Growth - 15,000 pages ( from 5,000 ) - Pro - 75,000 pages ( from 15,000 ) - Scale - 300,000 pages ( from 30,000 ) - Enterprise - Unlimited pages
Brands can now set Bubble chat visibility by device
- Brands can now decide wheter to show the Bubble chat on Mobile, on Desktop & Tablet or on all devices
Merchants can now add html links in lead collection popup
- They can add a link to their privacy policy page, for example, by using HTML
Added a support for Shopify Segments
- Shopify segments are not automatically synced with Zipchat - This allows Shopify merchants to send out WhatsApp marketing campaigns to segments made in their Shopify Admin
Reorganisation of Chat Settings
- The "channels" tab now only includes settings regarding the channel - The Shopify app integration status, and all scripts were moved to
Fixes double messages on chats with a proactive campaign
- Fixes an issue on the conversations UI which would display two welcome messages when the customer started talking via a proactive chat
Updates on the lead collection window of Chat Bubble
When asking for the customer's email in the chat bubble, you can now: - Show a marketing consent checkbox that's NOT checked by default - Add html links in the checkbox label
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