Helvia.ai Release 5.88.0

22 October 2025

1. Live Chat Agent Name Masking for Zendesk and Cisco

Enhance privacy in customer interactions with the new Agent Name Masking feature for Zendesk and Cisco Live Chat integrations. Admins can now define a regex rule to automatically mask agent names according to a custom format—such as converting “John White” into “John W.” This ensures a consistent, privacy-compliant presentation of agent information across all chat channels.

If you want to activate this, speak to the Helvia team.

2. Live Chat Agent Notification When User Closes the Chat Window for Genesys

Stay informed and respond proactively with the new User Closure Notification feature for LiveChat. When a user closes the chat window—on desktop or mobile—agents now receive a discreet English message (e.g., “The user has closed the chat window.”) visible only to them.

This improvement helps agents manage conversations more effectively by knowing when a user has exited.

Speak to the Helvia team if you would like to enable this feature.

3. “LiveChat Cancelled” System Message in Chat Sessions

Gain clearer visibility into chat activity with the new “LiveChat Cancelled” system message in Chat Sessions. When a live chat request is canceled, a system message now appears automatically, matching the format of existing system events.

This enhancement helps chat reviewers and support teams easily track when users or systems terminate chat requests, improving transparency in conversation audits and operational reporting.

4. Language Selection using Viber and Messenger Links

Deliver a more personalized experience with automatic language selection for users accessing your service via Viber deeplinks or Messenger referral links. When a user joins a session through one of these channels, the platform now detects and applies the language specified in the link, overriding the default deployment language.

This ensures users immediately interact with your AI agent in their preferred language—without manual adjustments—improving accessibility and engagement across multilingual audiences.

Example use case: A marketing campaign targeting Spanish-speaking customers can include a Messenger referral link with lang:es, ensuring the conversation begins directly in Spanish when users click through. The same could be achieved for Viber with a deep linκ.

5. Automated Agent Testing

Streamline and simplify agent validation with the new Automated Agent Testing LLM plugin. This feature enables organizations to ensure agent responses are consistent, accurate, and reliable without manual testing, reducing errors and saving operational time.

Platform admins can activate or deactivate the plugin directly from the console, enabling automated testing of AI agent flows currently via OpenAI integrations.

All automated agent tests are managed in a centralized Testing screen, displaying all tests in a comprehensive table independent of date filters. Users can create new tests or edit existing ones using intuitive forms.

After running tests, a dedicated Results view provides pass/fail outcomes, detailed logs, and flow performance insights.

This end-to-end workflow ensures agent responses are consistent, accurate, and reliable, reduces manual testing effort, and helps teams quickly identify and fix issues before release.