Changelog
Last updated on March 16, 2026.
- NewVisual automation flow editor — drag-and-drop node graph for conversation routing under Automations → Flows
- NewFlow node types — Triggers (⚡), Conditions (🔀), Actions (▶), AI (✦) with 20+ subtypes for routing, tagging, templating, escalation
- NewNode configuration panel — click any node to configure templates, keywords, departments, urgency levels, and more
- NewAI feedback mode — when AI suggests a reply, typing goes to a feedback input; refine the suggestion with natural language before editing directly
- NewAI-touched message indicator — small sparkle icon on messages that were AI-assisted (admin only)
- NewAgent category assignment — move conversations between categories from the conversation header
- NewAI urgency auto-triage — inbound messages assessed for urgency with color-coded inbox indicators (Business+)
- NewAuto-deprioritize — dims conversations that don’t need support (admin toggle in AI settings)
- NewAI training data dashboard — tracks suggestion acceptance rates, edit distance, per-operation breakdown
- NewWebsite indexing pipeline — crawls pages, AI distills knowledge, auto-indexes on creation
- NewDraft persistence — reply drafts saved per conversation, restored on switch, 7-day TTL
- ImprovedIndexed knowledge injected into all AI prompts per workspace — AI references help articles and docs
- ImprovedAggressive AI caching — all operations cached (cleanup/translate 24h, suggest 5min, rename 4h, summarize 12h)
- ImprovedConversation switch clears all AI state — no stale suggestions, feedback, or context carried over
- FixedMessage echo dedup hardened — catches identical content within 60s on both v1 API and inbound pipeline
- FixedSettings defaults — embed images, highlight staff, highlight self now ON by default
- NewAI usage dashboard — daily token usage bar chart, operation pie chart, avg tokens/request, 30-day stats
- NewYounger audience mode — AI adapts to casual grammar and simpler language for gaming, youth products
- NewIndexing source details — expandable panels showing pages indexed, last indexed date, URL, file size, re-index button
- NewExternal state sync API — integrations report conversation status/priority changes via PATCH /state
- NewAuto-backfill conversation state — Berlay queries integrations for open conversation status verification
- NewStaff identity linking — map external platform IDs to agents for proper attribution
- NewCategory slugs and inbox URL routing — /inbox/c/{slug} filters by category
- NewDate Created sort option for conversations
- New“All active” indexing scope option
- NewInbox navigation filtering — My Inbox, Unassigned, Assigned, Drafts, Archived, and Spam views now filter conversations correctly
- NewAI urgency auto-triage — inbound customer messages automatically assessed for urgency (Business+ plans)
- NewUrgency color indicators — amber left border for high, pulsing red for urgent conversations in inbox
- NewCategory assignment dropdown — agents can move conversations between categories from the conversation header
- NewAI shimmer animations — animated gradient border and pulsing indicators while AI is generating
- ImprovedHandbrake redesigned as inline composer transform — no more floating overlay, composer area transforms in place
- ImprovedHandbrake now returns actual rewritten messages, not meta-descriptions
- ImprovedHandbrake runs before auto-polish — catches original rude text, not the polished version
- ImprovedResolving conversations now refreshes the conversation list immediately
- ImprovedAI-generated conversation titles capped at 40 characters for cleaner inbox display
- ImprovedPolished text shown in composer before sending
- ImprovedStaff names shown from metadata fallback instead of generic "Staff" label
- ImprovedWelcome page redesigned — clean flat layout with arrow links, no card wrapper
- ImprovedTranslate button only shows when text appears to be in a foreign language
- Improved5-second real-time message polling while conversations are open
- ImprovedInboxAgent panel fixed width — no longer expands in AI mode
- FixedAI Mode shortcut removed as default (accessible via toggle button and Ctrl+K)
- FixedInbox list scroll containment — conversations scroll properly instead of breaking layout
- Fixed"Use suggestion" on handbrake now puts text in composer for editing instead of sending immediately
- NewAI training data capture — tracks AI suggestion vs what agent actually sent, acceptance rates, edit distance; admin dashboard under AI settings
- NewAuto-deprioritize — AI dims conversations that don't need support (thank you notes, confirmations); admin toggle in AI settings
- NewIndexed knowledge in AI prompts — website crawl results and uploaded docs are now included in AI context per workspace
- NewWebsite indexing pipeline — crawls pages, extracts text, AI distills knowledge; auto-indexes on creation, re-index button
- NewDraft persistence — reply drafts saved per conversation in localStorage, restored on switch, auto-expire after 7 days
- ImprovedAggressive AI caching — all operations cached (cleanup/translate 24h, suggest 5min, insights 15min, handbrake 1h, rename 4h, summarize 12h)
- ImprovedAI references indexed help articles and docs when suggesting replies
- FixedMessage echo dedup — inbound pipeline detects outbound echoes within 30s and skips them
- FixedSettings defaults — embed images, highlight staff, and highlight self now ON by default
- NewAI Mode (Ctrl+Shift+A) — auto-generates reply suggestions for every incoming customer message
- NewAI message handbrake — checks outgoing agent messages for rude language, data leaks, and tone mismatches before send
- NewQuick reply buttons — one-click AI-generated Greeting, Need more info, Escalating, and Follow up
- NewAI conversation insights in sidebar — live sentiment, topic detection, urgency scoring, and suggested actions
- NewAuto-polish replies before send when toggle is ON
- New/polish and /suggest slash commands in the reply composer
- NewAI "don't reply" recommendation when responding would be redundant
- NewBulk import API — migrate historical conversations and messages from other platforms
- NewStaff identity linking — map external platform IDs to Berlay team members
- NewBack-request system — auto-queries integrations for missing avatars and contact info on conversation open
- NewSelf-configuration API — integrations configure their own settings via PATCH /config
- NewBulk conversation actions — select multiple conversations to resolve, close, or archive
- NewAuto-rename conversations via AI after 1st and 5th message
- ImprovedAI responses write as the support agent, not as a generic AI
- ImprovedAI respects channel markdown support — uses plain text for channels that don't support markdown
- ImprovedExpandable reply textarea — grows with content up to 30% of viewport
- FixedHandbrake now checks on every send (was gated behind an unset toggle)
- NewAI Trends analysis — identify recurring issues, volume spikes, and staffing gaps (Business plan)
- NewComprehensive analytics with 6 subtabs: Overview, Agents, Channels, Categories, Resolution, Trends
- NewAI settings page — context & tone, conversation indexing by inbox/category with cutoff ages, canned response generation, auto-rename, response polishing, follow-up automation, conversation summaries with email config
- NewAI indexing sources — index your website, upload context files, connect API endpoints for AI knowledge
- NewContext and Actions integration types with capability tagging (messaging/context/actions/sync/notifications)
- NewInbox overview with "Pick up where you left off" and "Recommended to approach" sections
- NewConversation grouping — group by contact, with company and product/service options coming
- NewCanned Responses page — promoted from settings to its own top-level admin section
- NewAI page — promoted from settings to its own top-level admin section
- ImprovedSettings UnsavedBar — Discord-style floating save bar with unsaved changes warning on page close
- ImprovedPricing restructured — Free ($0/mo), Pro ($9/mo), Business ($69/mo)
- NewFull-width conversation view — messages use available space, no more max-width cap
- NewCompact mode — removes avatars, shows inline role labels (staff/user/bot), tighter layout
- NewMessage highlighting — independently toggle highlighting for staff, bot, and your own messages
- NewChat settings popover (⋯ menu) — AI writing tools, quick settings, compact mode, embed images, all in one menu
- NewFullscreen image lightbox with zoom controls, metadata bar, download, and copy URL
- NewHover profile cards — hover over any sender name or avatar to see contact details, role, and external IDs
- NewRight-click context menu on conversations — resolve, close, assign to me, copy ID
- NewMedia metadata bar under embedded images — shows file type, hostname, and external badge
- NewSmart message grouping — same sender within 5 minutes clusters tightly
- NewScroll-to-bottom animated bar when new messages arrive while scrolled up
- NewMessage pagination — loads 30 at a time, auto-loads more on scroll up
- NewCDN embed security — HTTPS-only, SVG blocked, private IPs blocked, referrerPolicy on all images
- NewTyping indicators — real-time typing status for agents, bots, and customers via API
- NewMessage read receipts — sent/read checkmarks on outbound messages
- NewMessage editing with version history — up to 50 revisions tracked, (edited) label with popover
- NewMultiple participants per conversation — CC and observer roles with avatar display
- NewContact avatars — set profile pictures via API, shown in inbox and hover cards
- NewEphemeral content mode — for expiring CDN links (Discord, etc.), Berlay resolves fresh URLs on demand
- NewSecrets manager — encrypted key-value store for API keys and tokens per workspace
- NewIdentity matching & merge — detect and merge duplicate contacts across channels
- FixedInbound bot and staff messages now correctly attributed (were all showing as customer)
- NewSync architecture — heartbeat endpoint, event replay, periodic health monitoring (5-min intervals)
- NewIntent confirmation — integrations can veto agent actions (resolve/close) via AI verification endpoint
- NewRating intent system — rating.requested outbound event, auto-request on resolve, inbound rating.request intent
- NewBot author type — messages from bots show with distinct indigo avatar and bot badge
- NewAI markdown rendering — messages with ai:true render as GitHub Flavored Markdown
- NewAdmin sidebar consolidation — settings tabs inline in nav, no double sidebar
- NewCustom integration manage page — sync status, monitoring, rating, intent confirmation, typing, read status, ephemeral content, back-request toggles
- Newdocs.berlay.io — comprehensive API and webhook documentation with AI-readable exports (llms.txt, application-configuration.md, migration.md)
- ImprovedAll native dropdowns replaced with shadcn Select components across the entire dashboard
- NewOnboarding wizard — 3-step workspace setup with name, team info, and URL slug
- NewMagic link authentication — no passwords, no OAuth
- NewPer-workspace AES-256-GCM envelope encryption
- NewAdmin dashboard with agent performance stats and activity feed
- New63-integration directory with full-text search and category filters
- ImprovedNavbar backdrop blur and Familjen Grotesk typography across marketing site
- NewStatus page at berlay.io/status
- NewBilling accounts — link multiple workspaces to one billing account
- NewCtrl+K command palette in workspace switcher
- ImprovedWorkspace URLs moved to /o/ prefix
- New/trial signup page with value props and confirmation state
- FixedSlug uniqueness check debounce — reduced flickering on fast input
- NewOrganizations dashboard with plan tier badges
- NewAdmin shell with persistent dark sidebar
- NewInvite agents with role selection (owner / admin / agent)
- ImprovedSession JWT gains onboarded flag — avoids DB hit on every request
- NewSettings page with org rename, slug change, and danger zone delete