Changelog

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

Add Direction Inbound/Outbound Filter in Agent Inbox

• What’s new: Adds a direction filter (Inbound/Outbound) in the Agent Inbox.

• Benefit: Makes it easier for agents to focus on either incoming messages from customers or outgoing responses, improving triage and workload management.

Message Notification Sound Setting

• What’s new: Adds an on/off toggle for message notification sound in the profile settings.

• Benefit: Lets users control whether they hear a sound for new messages, which is helpful in quiet environments or when they don’t want audio alerts.

Email Integration Update

• Removed the legacy Email Inbox from the left sidebar and deprecated the old Email Integration page.

• All new email integrations are now available directly inside the Main Unified Inbox, providing a more seamless and consistent email experience across channels.

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:

1. Go to Settings → Message Channel → Enable CSAT Setting

2. Select your desired disposition status (e.g. Resolved)

3. When an AI or Human Agent closes a conversation with the selected disposition, CSAT is automatically sent to the customer

4. Customers can submit feedback:

   • Very Satisfied

   • Satisfied

   • Neutral

   • Unsatisfied

   • Very Unsatisfied

5. 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.