Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
When a customer sends a photo, Arbyn now remembers what it saw across later conversations, not only the one it arrived in. Before this, a shopper who photographed a damaged item last week and wrote in again today would meet an agent with no memory of it, and would be asked to send the photo again. That no longer happens. If the photo came with a message, both are remembered together.
When a customer asks for something under a certain price, from a certain brand, in a certain category, or in stock only, that constraint is now applied across your entire catalog before Arbyn ranks results, instead of only to the handful of products a first pass happened to surface. Previously a shopper could ask for anything under 200 dollars on a store that carried dozens of qualifying products and be told there was nothing, an answer that was only true about the few products Arbyn happened to look at. This update also adds typo tolerance, so a misspelled product type still finds real matches, and accent insensitive matching, so shoppers typing in any of Arbyn's supported languages reach the same products regardless of accents. Searches also no longer come back completely empty handed: when nothing matches exactly, Arbyn now offers the closest real products and says plainly what they do not meet, instead of a bare "we don't have that."
Until this release, the chat widget set a visitor identifier and recorded which pages a shopper had viewed as soon as any page loaded, before a shopper had even opened the chat and regardless of their cookie choice. It now checks the shopper's existing consent choice first, using whichever cookie banner your store already has in place. The chat still works fully if a shopper declines tracking. They can still ask questions and get answers; consent controls tracking, not support. The visitor identifier itself also now lasts 90 days instead of a year, matching how long Arbyn actually keeps browsing history.
The chat widget's name and setup text in Shopify's theme editor used to show in English regardless of your store's language. They now appear in all 21 languages Arbyn supports.
Every label, hint and option in the rule builder is now translated, so building a rule reads the same way as the rest of Arbyn in all twenty one supported languages. The condition and action values themselves stay in their original form, because those are the exact values Arbyn matches on rather than words meant to be read.
When a shopper asks something your store genuinely has no information about, Arbyn no longer stretches to answer from whatever was loosely nearby. It now recognises that it came up empty, and responds accordingly: in chat it asks a short clarifying question first, and if the second try still finds nothing, it hands the conversation to your team. By email, where waiting for a reply costs a day, it goes straight to your team. Every one of those moments is recorded under Knowledge, Knowledge gaps, in the shopper own words, so you can see exactly what to write next.
Your weekly digest, monthly recap and getting started emails now travel on a separate lane from the alerts that tell you a customer is waiting. Previously they shared one, which meant a complaint about a digest could affect delivery of the messages you cannot afford to miss. You will also find these three under Settings, Notifications, each with its own switch. Alerts about escalations, spikes, approvals and billing are always on and are not affected.
Bringing your existing support address into Arbyn takes one step in your email provider: a rule that forwards mail to your Arbyn inbox. That step is now called out clearly before the test, so it's obvious it needs to be set up first. And the "Send test" button now reliably confirms the connection once forwarding is in place, so you know your customers' emails will reach Arbyn.
When Arbyn's first choice for a quick, simple step (like figuring out what a customer means, or detecting their language) was slow to respond, it could take much longer than necessary to move on and try again. Those quick steps now move on faster when that happens, cutting the worst-case wait roughly in half without affecting longer, more involved replies.
If a chat conversation was handed to your team without an email on file, and the customer then closed the chat window, there was no way to follow up with them. Arbyn now asks for an email at the moment it hands a conversation to your team if it does not already have one, so you can always reach the customer afterward.
When one of your rules sends a conversation to your team, the handoff now carries the note you wrote on that rule, so you see your own reason instead of a generic "the agent decided." The reasoning panel on the conversation also shows when a rule of yours forced the escalation, so it is never a mystery why a conversation landed in your queue.
When a customer asks to change the delivery address on an order that has already shipped, Arbyn holds the change (a shipped order cannot be safely re-routed) and now tells you about it by email, not just the customer. The note is clear that this is a guardrail rather than a final answer: you can still make the change yourself from the order in Shopify if you decide to. The conversation card, the email, and the handoff note now tell the same honest story, and the card links straight to that order in Shopify. Chat and email customers get the same clear explanation.