Helvia.ai Release 5.84.0

28 August 2025

1. Smarter LiveChat Session Management: Auto-Cancel on Browser Close

You can now configure your WebChat to automatically cancel pending LiveChat requests when an end user closes the chat tab or browser window. This prevents sessions from staying “stuck” in a pending state, ensuring cleaner analytics and freeing LiveChat agents to focus on active conversations.In essence, if a visitor initiates a LiveChat but closes the tab before an agent connects, the system will instantly cancel the request—saving your team time and keeping your reporting accurate.Speak to the Helvia team if you would like to enable this.Note: this feature is currently available for integrations with Genesys and Cisco LiveChat

2. Personalized Live Chat with Agent Names from Genesys

WebChat can now shows the actual name of your responding Genesys Agent instead of the “Agent” label, making conversations feel more personal and transparent. The platform automatically retrieves the agent’s full name once they accept the LiveChat request and displays it in the chat interface.If customer support agent Sophie Williams accepts a chat, the user will see by default “Sophie Williams” in the conversation. This can be customized to show only the agent’s first name or the first name with the last initial, for example, “Sophie” or “Sophie W”.Note: you also have the option to keep the default “Agent” label if preferred.

3. Improved Knowledge Base Navigation with Sticky Groups & Better Scrolling

The Knowledge Base article groups panel now offers smoother scrolling and better content visibility. All groups and articles share a single unified scroll, so you can see more without hidden content or multiple scroll areas.

4. Easier Node Identification with Friendly Names for LLM & HTTP Nodes

You can now assign a “Friendly Name” to your LLM and HTTP nodes, making complex agent flows easier to read and manage. When set, the friendly name appears directly on the graph, helping you quickly identify each node’s purpose without opening its settings.

To add or edit a friendly name, open the LLM or HTTP node, enter a name in the field ‘Friendly name’ and click ‘Save’.

5. WhatsApp enhancements

5.1 Customer Satisfaction (CSAT) Surveys Now Available on WhatsApp Deployments

WhatsApp deployments now fully support CSAT surveys, allowing you to collect customer satisfaction ratings directly in the channel. Surveys appear as easy-to-use dropdown list messages, supporting all rating styles and storing responses in the Chat Session—just like on Facebook Messenger, Viber, and other channels.

5.2 Enhance Conversations with WhatsApp Typing Indicators

WhatsApp deployments now support typing indicators, letting users know when the agent is composing a reply. This feature can be enabled in deployment settings by unchecking the ‘Hide Typing Indicator’.