# Helvia.ai Release 2026.03.26

## 1. Integration with Zendesk Web Messenger

The Helvia.ai Agent Platform now fully integrates with **Zendesk Web Messenger**, enabling businesses to deliver faster, richer, and more interactive customer support. Teams can combine AI-powered conversations with live agent flexibility, creating a seamless experience across a single platform.

Organizations already using Zendesk Web Messenger and Zendesk Workspace for Live Chat can seamlessly integrate with the Helvia.ai Agent Platform—without changing their WebChat interface or Live Chat Agent Workspace. 

**How it works:** All configurations for the AI agent are managed in the Helvia.ai Platform. To enable the integration, you create a dedicated Zendesk Web Messenger deployment from the Ηelvia.ai Agent Platform. In addition to the deployment, a companion application must also be configured inside Zendesk to complete the integration. 

For set up information, get in touch with your Helvia.ai Account Manager.<br>

<figure><img src="https://604830754-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBM1xs3i59ajeTgi4uVfN%2Fuploads%2FMlpMXb6hREgjW0MSlyHz%2Funknown.png?alt=media&#x26;token=eeddf70b-03c6-48bd-a353-198cbed4470e" alt="" width="375"><figcaption></figcaption></figure>

## 2. Control WebChat Deployments by Allowed Origins

Now you can control which websites can use each WebChat deployment. Your deployments remain active while you define or update allowed domains—no interruptions, no deactivation, and full flexibility.

**Why it matters:** Ensure your WebChat widgets are only served on intended websites or subdomains, keeping your deployments aligned with your brand and platform strategy.

**Example use case:** If your company runs multiple websites or microsites, you can configure a single WebChat deployment to work on <https://example.com> and its subdomains, while preventing it from appearing on unrelated domains.

**How it works:** The Console UI now includes an 'Allowed Origins field' in the WebChat deployment settings, allowing you to add, remove, or update domains easily. Wildcard subdomains (like \*.example.com) are supported, and unrestricted access remains available if needed.

<figure><img src="https://604830754-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBM1xs3i59ajeTgi4uVfN%2Fuploads%2FLSbiECWV7GO47KKiNUko%2Funknown.png?alt=media&#x26;token=3823de3e-fe3e-42b1-9269-73cfccbea5e7" alt="" width="563"><figcaption></figcaption></figure>

## 3. Optional Open-Ended Question in WebChat CSAT

Collect richer customer feedback by allowing users to leave written comments in WebChat CSAT forms, alongside their rating scores.

**Why it matters:** Gain qualitative insights that explain the “why” behind ratings, helping your team improve service quality and address customer concerns more effectively.

**Example use case:** After a support interaction, a customer can rate the chat and add a comment like “The agent was helpful, but the response time was slow,” giving your team context to improve performance.

**How it works:** In the CSAT Node, enable the open-ended question via a checkbox and customize the question text. The question appears below the rating sections as a styled textarea. Responses are optional and stored in the ChatSession alongside the rating scores.&#x20;

{% hint style="info" %}
**Note:** Enabling this feature supports a maximum of two rating sections; if more exist, the option is disabled with a tooltip.
{% endhint %}

<figure><img src="https://604830754-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBM1xs3i59ajeTgi4uVfN%2Fuploads%2FzqCq6uHPC4jhIXlmmPCW%2Funknown.png?alt=media&#x26;token=063235ba-a129-437a-801c-804361883cc1" alt="" width="375"><figcaption></figcaption></figure>

## 4. Quick Access to Observatory Filtered by Selected Agent

Now you can jump directly from previewing an agent to the Observatory view, pre-filtered by the agent you’re working on, making analysis faster and more focused.

**Why it matters:** Save time when reviewing agent performance or testing its behavior by immediately seeing relevant metrics without manually applying filters.

**Example use case:** While building a new support agent in Designer, you can preview its behavior and then go straight to the Observatory to see recent interactions for that agent, helping you validate performance and identify improvements quickly.

**How it works:** While chatting with an agent using the Preview webchat functionality, click the designated icon to navigate directly to the Observatory. The view will automatically be filtered to show only interactions for the selected agent, making it easy to review performance and metrics.

<figure><img src="https://604830754-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBM1xs3i59ajeTgi4uVfN%2Fuploads%2F8xO7g92sVEgGe0HC2bSo%2Funknown.png?alt=media&#x26;token=9dd5e91b-e31b-403d-9b77-65289e5c394d" alt="" width="375"><figcaption></figcaption></figure>

## 5. Dedicated Views for Agent Tests and Test Runs

Tests and Test Runs in the Observatory are now separated into clear, dedicated views, making it easier to manage, navigate, and analyze your agent testing workflow.

**Why it matters:** Avoid confusion between test definitions and their results, streamline filtering and sorting, and quickly investigate test outcomes without losing context.

**Example use case:** While monitoring agent performance, you can review all test definitions in the “Tests” view, then switch to “Results” to analyze individual test runs, filter by date, agent, or test name, and drill into specific results for detailed inspection.

**How it works:** The Observatory Testing menu now includes two submenus: “Tests” and “Results.” Editing a Test opens a focused side panel with only the Test form. The Results view supports pagination, sorting, filtering by Test Name or date range, searching within run content, and deleting results. Clicking a Test Name in Results opens the corresponding Test panel, and notifications link directly to the appropriate Test Result.

<figure><img src="https://604830754-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBM1xs3i59ajeTgi4uVfN%2Fuploads%2FMblLemtFdiUAGGinPP2K%2Funknown.png?alt=media&#x26;token=95269d26-fb11-4279-992f-2d77a2589a4c" alt="" width="194"><figcaption></figcaption></figure>

## 6. Expand Long Variable Values in the Variables Tab

Long variable values in ChatSessions > Variables are now displayed in a truncated format with a “Show more” option, keeping your workspace clean and easy to navigate.

**Why it matters:** Quickly scan all variable names without excessive scrolling, while still having access to full content when needed, improving efficiency in analyzing chat sessions.

**Example use case:** When reviewing a chat session with large JSON payloads or long text variables, you can see the first few lines at a glance and expand only the values you need to inspect in full.

**How it works:** Variable values exceeding 3–5 lines are truncated by default. A “Show more” control lets you expand the text, and a “Show less” control collapses it again. Existing truncation components are reused for a consistent Console experience.

<figure><img src="https://604830754-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBM1xs3i59ajeTgi4uVfN%2Fuploads%2F3FEiotBtKwuxiBbmtAlR%2Funknown.png?alt=media&#x26;token=8f3bb978-ecfe-4e97-a4e8-e5c150a171d6" alt="" width="375"><figcaption></figcaption></figure>

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