Changelog
Automate Insights with New AI Workflow Actions
We have expanded Workflow Setup with new AI-powered actions, allowing you to automatically evaluate conversations and streamline case logging without manual agent input.
AI CSAT Score: Let AI analyze the chat transcript and automatically score customer satisfaction upon workflow execution.
AI Sentiment Score: Automatically detect and rate overall customer sentiment by analyzing full transcript content within your automated flows.
Auto Case Log: Automatically read conversation transcripts and auto-fill any empty case log fields, saving agent time and improving data consistency.
Flexible Ticket Queue Assignment & Filtering
We have added direct Queue Assignment options and a new Queue Column with filtering capabilities across your ticket views:
Direct Queue Assignment: You can now assign tickets directly to a Queue when creating a new ticket, viewing details, or editing an existing ticket.
Queue Column in Ticket Listings: A dedicated Queue column is now available in ticket tables, allowing you to quickly see which queue or department is handling each item.
Filter by Queue: With the new Queue column, you can easily filter your ticket list by specific queues to monitor workload distribution across your team.
Enhanced Accuracy for Agent Login Duration & Member Status Analytics
We have updated our session tracking logic across the Analytics Dashboard to ensure precise monitoring of active agent working hours and status metrics.
Real-Time Session Detection: The system now accurately registers logout timestamps when an agent manually logs out, loses Wi-Fi connection, or puts their device to sleep.
Precise Total Login Duration: The Total Login Duration metric now reflects active time spent using Klink and automatically excludes offline time, network disconnections, or system sleep states.
Accurate Status Bar Charts: Member status bar charts and duration breakdowns now reflect actual active operational status times, filtering out offline gaps to present true team activity analytics.
Tip for Accurate Analytics: Please manually log out or close your Klink tab before leaving for the day to ensure accurate daily active duration and login status metrics.
Maximize Inbox Management with Global Agent Capacity for Queues
We have introduced Global Agent Capacity settings for chat routing queues, offering an alternative to standard per-queue limits and providing complete control over total agent workload.
Unified Capacity Across Queues: A global queue evaluates the combined volume across all connected channels. Once an agent's total open conversations across all active global queues reach their assigned threshold, the system automatically pauses incoming assignments across all global channels until slots open up.
Flexible Feature Configuration: You can seamlessly toggle the "Use global agent capacity" option on or off for individual queues. When toggled off, the channel falls back to standard per-queue tracking, counting only the interactions resting inside that specific queue.
Workload Safety Valve: If an agent's global capacity profile limit is left blank or set to 0, global queues automatically fall back to their default per-queue rules to ensure operational continuity.
Organize Your Workspace with Custom Ticket Views and Kanban Boards
We have launched a powerful new Ticket View management system, allowing you to build, filter, and save custom workspaces tailored to your exact daily operational needs.
Default & Custom Views: Your dashboard comes with standard default views like All Tickets and My Tickets. You can now expand on these by creating your own customized views. Choose to keep them private (For Me), share them globally (Everyone), or grant access to Selected users only.
Manage Access Permissions: When sharing custom views with others, you can configure permission settings—such as setting a view to View only—to protect your filter setups from accidental changes.
Multi-Layered Filtering: Build precise workspaces by stacking advanced filter rules. Filter tickets instantly based on specific criteria like Ticket ID, Contact, Status, Priority, Assignee, and custom parameters.
Switch Between List & Kanban Layouts: Visualize your workload exactly how you prefer. Toggle between a traditional data spreadsheet List layout or a visual Kanban board divided cleanly into status columns (Open, Pending, Resolved, Closed).
TikTok Shop Messaging Integration Now Available
You can now connect your TikTok Shop directly to Klink to manage all customer messages and conversations from a single, centralized dashboard.
Unified Inbox: View, track, and reply to incoming TikTok Shop customer chats in real time alongside your other messaging channels.
Streamlined Operations: Improve response times and simplify team workflows by handling commerce inquiries without switching platforms.
(Note: Setting up this channel requires a quick, one-time configuration via the TikTok Shop Partner Center. Check out our step-by-step setup guide in the Help Center to get started!)
Fixed Missing Content and Text in PDF Downloads
PDF Encoding & Font Rendering Fix: Resolved an issue where downloading certain PDF documents with specific font configurations (such as Thai characters) would result in corrupted/missing text or entirely incomplete pages. Our PDF encoding engine has been upgraded in production, ensuring that when you download and open a document, all text, pages, and regional fonts render accurately without corruption.
Fixed Password-Protected PDF Downloads
File Encryption Fix: Resolved a file download service bug that corrupted password-protected PDFs during the encoding process, causing them to open as blank documents. These encrypted files will now download normally with all original layout details and password protection fully intact.
Unsend Sent Messages in Web Chat
We have introduced a helpful message control feature to the Web Chat interface, allowing agents to quickly correct mistakes or accidental submissions during live customer chats.
5-Minute Grace Period: Agents can now unsend a sent message within a 5-minute window after it is delivered.
Seamless Message Removal: Hovering over a recent chat bubble and selecting the "Unsend" option will securely pull the message back, ensuring total control over your conversation flow and reducing miscommunication.
Customize Columns for CX Log Exports
We have introduced column selection toggle for CX Log data exports, giving you complete control over your report sizes.
Customizable Column Selection: When exporting your logs, a new configuration window will now appear listing all available data fields. You can check or uncheck individual columns to customize exactly what data you want to include before generating the report.
Faster Downloads & Lighter Files: By unchecking heavy, data-dense columns like "Transcript" or "Recording" when they aren't actively needed, your exported files will stay light, prevent loading delays, and open much faster in your spreadsheet applications.
AI Language Condition for Workflow Automation
We have enhanced our Workflow Automation engine with AI-powered language detection for images, allowing you to route incoming customer screenshots with precision.
Advanced AI Language Condition: You can now select "AI Language" when setting up filters in your workflow setup. Instead of relying only on plain text routing, the system can analyze the text within customer-submitted images.
Text Detection in Images: The AI reads and detects language directly from text inside images sent by customers, ensuring that image-based inquiries are routed to the correct language queue.
Smart Mixed-Text Evaluation: When an image contains a mix of languages (such as both Thai and English), the AI intelligently counts the dominant vocabulary. For example, if a customer sends a screenshot where English words are more prominent than Thai, the system will accurately identify and classify the interaction as English.
Rich Text Editing & Attachments Now Available in Ticket Comments
We have upgraded our ticketing system to give you complete control over how you format your messages and share information with your customers.
Rich Text Editor: You can now format your ticket comments using a built-in text editor. Easily apply styling like bold text, italics, underlining, bulleted lists, and even insert custom tables to organize complex details clearly.
File Attachments: Share documents, images, and files directly within a ticket comment thread. Simply click the folder icon or drag and drop your assets into the editor container to upload them instantly.
Transcript Data (CX Logs Export)
Added a new 'Transcript' column exclusively to the CX Logs export file. This field captures and displays the full conversation logs or chat history from the interaction room, allowing you to review the detailed communication details directly within your exported reports.
New Queue Metrics for Accurate SLA Tracking
We have introduced new logging metrics across our reporting tables and data exports. These updates provide deeper visibility into total queue waiting thresholds, allowing you to accurately track customer wait times and fulfill strict SLA reporting requirements.
Queue First Response Time (CX Logs): Added a brand new 'Queue First Response Time' column to both the CX Logs view and the CX Logs export data sheets. This metric tracks the total ring duration of the queue call itself before an interaction is established, ensuring consistency in high-level operational performance metrics.
Queue Ring Duration Tracking: Included the raw 'queue_ring_duration' data field across multiple core telephony reporting assets. You can now view and utilize this metric within:
CDR Table & CDR Exports
Call Log Table & Call Log Exports
Web Chat Settings Redesign & Custom CSAT Images
We have completely redesigned the Web Chat configuration workflow to centralize your widget customization tools and give you deeper branding control.
Unified Settings Modal: Clicking Edit on your web chat channel now opens a centralized configuration modal covering your basic info, greetings, appearance, and preferences in one place.
Custom Images for CSAT: Within the newly integrated CSAT settings tab, you can now change your scale style to "Custom image". This allows you to upload unique images or custom icons for each of your 1–5 scale options to match your company's unique branding.
Kai can now see and understand images
Your AI agent can now analyze images sent by customers — and respond intelligently based on what it sees.
Visual product inquiries
Customers can share a photo of a product, receipt, or screenshot — Kai identifies it and replies with the right answer.
Custom analysis instructions
Write your own prompt to control how Kai analyzes images — from damage inspection to document verification to menu lookups.
Works across all channels
Image understanding is available on WhatsApp, LINE, web chat, and Facebook Messenger — wherever your customers already send photos.
Example use case
"Analyze the product image sent by the customer. Identify the item, check if it matches our catalog, and suggest the correct SKU and price."
🚀 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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