Changelog
🚀 New Workflow Actions
We've expanded the Actions menu in Workflow Automation with 8 powerful new actions, giving you more control over how conversations are tagged, scored, and categorized automatically.
What's new
Add Contact Label — Automatically fill a customer's contact label based on workflow triggers, keeping your contact records organized without manual effort.
Add Chat Tags — Append CX log tags to conversations dynamically, making filtering and reporting faster across your team.
Add Note — Automatically insert contextual notes into case logs at any point in a workflow — great for logging AI decisions or escalation reasons.
Set Disposition — Define the outcome of a case log automatically, ensuring consistent disposition tracking across all resolved conversations.
Set Categories — Assign categories to case logs on the fly, streamlining ticket classification without agent input.
Set Type — Automatically set the case log type based on conversation context or routing rules.
Set CSAT Score — Programmatically set CSAT scores within workflows, useful for scenarios where satisfaction can be inferred from conversation signals.
Set Sentiment Score — Assign sentiment scores to case logs automatically, enabling richer analytics and smarter routing decisions.
Send Rich Message Action
You can now send rich messages as an action step inside Workflow Automation — including text, images, videos, and file attachments.
What's new:
New Send Rich Message action available in Workflow Automation
Type
/to insert media or attachments via command menuClick Apply to save the action and continue your workflow
AI Conditions Workflow
You can now set workflow automation conditions using plain English — no coding, no complex logic required. Simply describe the situation, and AI will detect it automatically.
What's new
Added AI Conditions as a new condition type in Workflow automation
Write conditions in natural language — just describe what the customer is doing or asking
AI automatically detects customer intent and triggers the workflow when the condition is met
Works across all channels — WhatsApp, LINE, Viber, Messenger, and more
Example use cases
Detect when a customer is asking for a refund or cancellation
Route frustrated or escalating customers directly to a human agent
Identify customers interested in upgrading or purchasing
Flag complaints about missing or damaged orders
Detect billing disputes or payment issues
How to use it
Go to Workflow → Conditions → Add
Select AI Conditions
Describe the situation in plain English
Click Save Condition and connect your actions
AI Conditions is available on all plans. The more specific your description, the more accurate the detection.
Internal Comments
Teams can now leave private, internal comments on conversations — visible only to agents and never to customers.
Key highlights:
Private by default — Internal comments are clearly marked and never sent to the customer across any channel
@mention teammates — Tag specific agents or teams to loop them in on a conversation
Text & image support — Add written notes or paste/upload images such as screenshots, references, or visual context
Real-time visibility — Team members see new internal comments instantly without refreshing
Why it matters: No more switching to Slack or email to discuss a tricky customer case. Agents can collaborate, share context, and hand off conversations seamlessly — all within klink.cloud Unified Inbox.
Customer Feedback Tag Support for Facebook Messenger
Agents can now send post-conversation follow-ups using the Customer Feedback (Recommended) tag after the 24-hour messaging window expires, keeping all outbound messages compliant with Meta's policy.
Example: After a customer's conversation window closes, an agent can still send:
"Hi! How would you rate your recent support experience with us?"
Messages sent outside this approved tag after the 24-hour window will be blocked by Meta.
AI Correction: Media File Support
What's new: You can now attach media files — photos and videos — when training your AI through corrections.
Previously, corrections were limited to text responses only. With this update, when you add a correction to guide your AI's behavior, you can include images and videos as part of the corrected response. The AI will then be able to send that media across all connected channels when responding to similar queries.
Why it matters: Many customer interactions require visual context — product images, tutorial videos, promotional content, or visual instructions. This update ensures your AI can deliver richer, more helpful responses just like a human agent would.
Offline Agent Assignment Toggle
We've added a new option under automatic assignment settings that allows you to control whether cases should be assigned to offline agents.
WHAT'S NEW
New toggle option "Offline Agents Assignment" in the automatic assignment settings
When enabled, incoming cases are distributed to both online and offline agents
When disabled, cases are only assigned to agents who are currently online
Works seamlessly with existing distribution strategies (round robin, least busy, etc.)
HOW IT WORKS
Navigate to Settings > Queue Setting > Assign automatically. You'll now see an "Offline Agents Assignment" toggle that lets you control this behavior.
BENEFITS
Better workload distribution across all shifts and time zones
Agents can start working immediately when they log in
Reduces case backlog during off-peak hours
Ideal for 24/7 support operations
AI Translate: Arabic Language Support
AI Translate now supports Arabic, enabling agents to communicate seamlessly with Arabic-speaking customers. Agents can write responses in their native language, and AI Translate will automatically convert them to Arabic (or any other supported language) directly within the Inbox.
This expansion brings our total language support to 50+ languages, making it easier for teams to deliver localized customer experiences without language barriers.
Close Date Filter
Release Date: Feb 10, 2026
What's New
Added Close Date filtering to accurately track when cases are resolved, not just when they're created.
Updates
✅ CX Log - Filter cases by close date
✅ Analytics Dashboard - "Closed Cases" metric now uses closure date
✅ CX Log API - New closed_at filter parameters
Why It Matters
Get accurate daily productivity metrics. If your team closed 18 cases today, you'll see 18 closed cases in today's report—regardless of when those cases were originally created.
RTL Support for Arabic
Right-to-Left (RTL) Text Support
We've added native RTL support for Arabic-speaking customers. All Arabic text now displays correctly in the proper right-to-left direction when agents reply to customers, ensuring a natural and professional communication experience for Arabic markets.
This enhancement improves readability and user experience for both agents and customers using Arabic language across all messaging channels.
File Upload inside AI Agent Editor (Attach Files to AI Prompts)
You can now upload files and images directly into the AI Agent Prompt Editor and reference them in your prompt instructions. This allows AI Agents to automatically send the right attachment (such as price lists, brochures, or FAQs) to customers on channels like WhatsApp and Messenger.
What’s new
Upload PDFs, images, and other files directly in the AI Agent Prompt Editor
Reference files by name in prompt instructions (for example,
pricelist.pdf)AI Agents automatically attach and send the referenced files when the prompt conditions are met
Supports sending attachments over supported messaging channels (for example, WhatsApp and Facebook Messenger)
Why it matters
Ensures customers receive consistent, up-to-date documents directly in the conversation
Reduces manual steps for agents to look up and send files
Makes AI-driven responses richer and more actionable
New Billing Updates: Conversation-Based Pricing Now Live
We’ve rolled out new billing enhancements to give you more flexibility and better visibility into your usage.
💬 New Conversation-Based Pricing Plans
You can now subscribe to our conversation-based pricing plans, designed to scale with your team’s activity.
Growth Plan starts with 1,000 resolved conversations per month
Ideal for growing sales and support teams
➡️ To subscribe: go to Settings → Plan & Billing
📈 Pay-As-You-Grow Usage Billing
If you exceed your monthly included conversations:
Additional usage is billed at $0.2 per resolved conversation
No service interruption — pay only for what you use
📊 Real-Time Usage Meter
Stay in control with our new Usage Meter Indicator:
Monitor resolved conversations in real time
See how much usage you’ve consumed in the current billing cycle
Plan ahead and avoid unexpected charges
Inbox Visibility Control & “Mine” Menu Relocation
Mine inbox has been moved to the left sidebar for quicker access.
Added role-based permissions to control visibility of:
All Opened
All Closed
Admin Role Users can view Mine, All Opened, and All Closed.
Agent Role Users can only view Mine (private conversations).
Inbox visibility can be configured via Settings → Roles & Permission → Inbox.
CRR Report Accuracy Improved
We’ve released an update to fix an issue where call records were occasionally displayed in the wrong order in the Call Detail Records (CDR).
🛠 What’s Fixed
Resolved an issue where call date/time sorting was sometimes incorrect
Call records are now displayed in the correct chronological order
✨ Why This Matters
Agents can now review call history in the correct sequence
Easier and more accurate call tracking, audits, and investigations
Improved reliability of CDR reports for daily operations and reporting
📌 Scope
Applies to Report > CDR
CSAT for Web Chat Widget
You can now collect Customer Satisfaction (CSAT) feedback in Webchat.
How it works:
Go to Settings → Message Channel → Enable CSAT Setting
Select your desired disposition status (e.g. Resolved)
When an AI or Human Agent closes a conversation with the selected disposition, CSAT is automatically sent to the customer
Customers can submit feedback:
Very Satisfied
Satisfied
Neutral
Unsatisfied
Very Unsatisfied
Submitted CSAT results are available in the CX Log Table
Measure customer experience instantly and improve conversation quality with real-time feedback.
Custom Messaging Channel
You can now connect any third-party messaging platform to klink.cloud using webhooks.
What’s included:
Two-way messaging via Inbound & Outbound Webhooks
Messages appear instantly in the Unified Inbox
Agent replies are sent back to your system in real time
Supports conversation events (created, closed, sent, received)
Secure webhook setup with optional authentication headers
Supported today: Text messages Coming soon: Images & files
Use cases: Custom chat apps, CRMs, AI bots, internal tools, and legacy system integrations
File, Image & Video Uploads in Web Chat
You can now upload files, images, and videos (up to 50MB) directly in the Webchat channel—making conversations more visual, faster, and more effective.
✨ Webchat Upgrade: Rich Media Attachments
Webchat now supports file, image, and video uploads up to 50MB, allowing agents and customers to share richer content in real time.
🆕 What’s New in Webchat
📎 File uploads (up to 50MB)
🖼️ Image sharing
🎥 Video uploads
🔔 Product Update: Webchat Attachments
Webchat now supports file, image, and video uploads with a 50MB size limit, helping teams resolve conversations faster with better context.
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