Helvia.ai Release 5.81.0

1. Dynamic Webchat Agent Identity Update

We are excited to announce a significant enhancement to the helvia.ai Agent Platform: Dynamic Webchat Agent Identity Update. This feature empowers you to change the displayed identity of your webchat agent in real time, with immediate effects on both messaging and user perception.

You can now update the following elements on the fly:

• Avatar (Header & Conversation): Change the agent avatar in both the chat header and within messages, switching to any image you choose.

• Header Text: Instantly update the header text to reflect the new agent identity, including text and images if required.

• Full Identity Transition: Seamlessly present users with a new agent or chatbot mid-conversation, providing the experience of being handed off to a different expert or specialized assistant.

How It Works?

This update can be triggered by a “channel action” within any stage of your conversational flow. For example, if a customer interaction requires escalation to a specialist (like moving from “Customer Support Chatbot” to “Product Expert Chatbot”), you simply update the avatar and header text to reflect the new expert.

To enable this, configure a 'Channel Action' node with the header title, subtitle and avatar:

Example Use Cases:

• Multi-domain Customer Support: Automatically update the chatbot identity when routing users from general inquiries to specialized agents (e.g., Sales, Tech Support, Billing).

• Personalized Journey: Present different avatars and header based on user profile data or conversation topic.

2. Manage Concurrent Editing Conflicts in Console

To enhance collaboration and prevent accidental data loss, the helvia.ai Console now offers improved handling of concurrency conflicts when multiple users attempt to edit the same data simultaneously in the console.

When a concurrency conflict occurs (for example, if someone else saves changes before you do), you will see a clear notification letting you know that another user has made updates to the data you are editing. At this point, you will have the following options:

• Cancel Changes: Safely cancel your save operation. You can then manually review the latest changes—open the same screen in a new tab or refresh the page to see the most recent data and decide how to proceed.

• Overwrite Changes: If your changes are critical and you want to proceed, you can choose to overwrite the latest version in the database with your edits.

No additional setup is necessary to benefit from this feature—just follow the on-screen instructions if a concurrency conflict arises.

3. Enhanced Carousel Card Styling and Customization

We’ve updated the visual design and flexibility of carousel cards on the Helvia.ai platform for a more polished, intuitive, and brand-aligned user experience.

What's New?

• Improved Next/Prev Buttons: The navigation buttons are now always visible and styled with a new, modern icon to enhance usability. The default carousel arrow has been replaced for a cleaner look, and you will notice improved visibility through subtle box-shadow effects.

• Custom Card Styling Controls: editors can now customize through custom deployment settings the below:

  • The width of each carousel card

  • The spacing between cards

  • Arrow icon color (default: your brand’s primary color)

  • Arrow background color (default: white)

  • Each card’s background color

4. Enhanced Email & Phone Hyperlink Display in Messenger Deployments

We have refined how email and phone hyperlinks are displayed within Messenger, making shared contact information clearer and easier to read. When sharing email or phone numbers as hyperlinks in Messenger, the display format is now streamlined for simplicity.

Note: This enhanced formatting is exclusive to the Messenger channel; no action is required to enable this feature. It is automatically applied to all relevant Messenger interactions.

5. Enhanced Post-Upload Notifications for Knowledge Base Content

With our latest update, managing your Knowledge Base has become even more efficient and intuitive. When you upload files to generate new articles, Helvia.ai now guides you seamlessly through your newly created content with:

• Instant Access Post-Upload: After uploading a file, you’ll receive a notification summarizing the action (e.g., “Uploaded ‘CustomerGuide.pdf’ with 3 article(s).”).

• Direct Navigation: The notification includes a clickable link that takes you directly to your new content—opening the first new article for immediate review.

• Organization at a Glance: If a new group of articles is generated, it will be focused, automatically expanded and scrolled into view for your convenience.