Helvia.ai Release 5.91.0

04 December 2025

1. New Interaction Log Viewer

A dedicated Interaction Log viewer is now available in the Agent Records, giving teams a clear and chronological view of everything that happens within a conversation. This includes user messages, bot replies, variable updates, and system events—all displayed in an organized, side-by-side layout for faster debugging and analysis.

The enhanced interface makes it easy to follow the full conversation flow while inspecting detailed event data, such as variable changes or errors, in real time. This streamlines troubleshooting and accelerates bot optimization.

Admins can filter the logs by LLM, HTTP, Semantic Search, Variables or tags to view only the logs of interest.

By expanding a log, you can see the full details of the specific interaction log.

Use Case: When a user reports an unexpected response, support teams can open the Interaction Logs, replay the exact sequence of messages, and immediately spot whether a variable update, an external service request, or an LLM request was triggered—reducing investigation time and improving issue resolution.

2. Agent Name Masking in LiveChat Plugins

Helvia.ai now offers flexible agent name masking for LiveChat plugins on Zendesk, Cisco, and Genesys. This feature allows you to control how agent names appear to customers, providing enhanced privacy while maintaining professional communication.

You can choose from several predefined modes:

• Full Name – Displays the agent’s full name (e.g., John Joe Doe).

• First Name + Last Initial – Shows partial privacy (e.g., John D.).

• First Name Only – Creates a friendly, approachable experience (e.g., John).

• Constant Name – Hides real names completely for full anonymity (e.g., Agent).

• Advanced Masking – Lets you define your own rules using RegEx for unique masking needs.

Use Case: Support teams handling sensitive inquiries can ensure agent privacy without sacrificing customer trust. Simply select your preferred mode in the LiveChat plugin settings—no technical setup is needed unless using custom masking.

To activate this, go to the Settings of your LiveChat plug in and select the preferred masking mode.

Note: If no masking mode is selected, the default setting - Agent Full Name - will apply.

3. Language Detection Plugin for AI Agents

Helvia.ai introduces a new LLM-powered Language Detection plugin designed specifically for AI Agents. This plugin ensures highly accurate, real-time identification of the user’s input language—essential for multilingual automation and smooth conversation routing. Admins can choose between Basic Mode, which uses environment-defined prompts, or Expert Mode, which allows full customization of model, prompt, and message history. Only one provider can be activated at a time, ensuring clean and predictable behavior.

4. Agent Test Cloning

You can now clone existing automated agent tests directly from the centralized Testing screen, making it faster than ever to create variations of your test scenarios.

5. Improved WhatsApp Attachment Handling

Helvia.ai now provides detection and routing of WhatsApp attachments, enabling AI Agent builders to create more controlled and personalized user experiences.

Use Case: If a customer tries to upload an image during an ID verification step, the AI Agent can detect the media and redirect to a flow saying, “Attachments aren’t allowed right now—please continue with the requested information”.