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Product Announcements

Helpshift AI Page Revamp
AI and Automation

Helpshift AI Page Revamp

Viral Patel
October 17, 2025

Helpshift’s redesigned AI page is now live, serving as a central hub for all AI capabilities. The new interface provides clear visibility into AI offerings, organized by distinct personas, making it easy to find the features you need and request access in just a few clicks. This refresh clearly showcases our AI value, streamlines navigation, and is built for adaptability, allowing the page to scale with new AI features, support ongoing innovation, and provide a future-ready platform for enhanced customer engagement.

Custom Roles Enhancement
Feature Update

Custom Roles Enhancement

Viral Patel
August 8, 2025

We have increased the number of custom roles from 3 to 5, providing more options for fine-tuning permissions. With the ability to create additional tailored access roles, administrators can better align dashboard functionalities with organizational goals while enhancing security and operational efficiency.

For more details, visit our help article.

AI Agent Copilot Analytics
Analytics and Reporting

AI Agent Copilot Analytics 

Viral Patel
August 1, 2025

Five new reports in the Helpshift dashboard help you track the impact of AI Agent Copilot on your support operations more effectively. These reports provide actionable insights into the overall Copilot performance and individual Copilot features, enabling you to measure ROI, optimize workflows, and accelerate smarter AI adoption across your team. You can also evaluate the performance of issues handled with AI Agent Copilot against those without, clearly demonstrating its impact.To learn more, visit our help articles: AI Agent Copilot Analytics, AI Sentiment Analytics, AI Summary Analytics, AI Reply Analytics, AI Compose Analytics

Feature Based Access Control for Custom Roles
New Feature

Feature-Based Access Control for Custom Roles

Viral Patel
July 23, 2025

Streamline the deployment of new features by enabling precise, feature-based permissions for Agents, Supervisors, and Admins directly within the Team settings page. This capability allows brands to control rollout, facilitate testing, and enhance training, ensuring smoother adoption and better management of new Helpshift features. For more details, visit our help article.

Feature-Based Access Control for Custom Roles
Multilingual Support for AI Summary and AI Compose
Multilingual Support

Multilingual Support for AI Summary and AI Compose

Viral Patel
June 18, 2025

Multilingual support is now available for AI Summary and AI Compose which are part of our AI Agent Copilot Suite of features.

  • AI Summary generates summaries in the issue language by default, with the option for agents to switch to their preferred language.
  • AI Compose assists agents in composing replies in their desired language for a smooth and coherent experience.

These features now support 16 languages, enabling global teams to work more efficiently. With this update, agents can generate summaries and craft polished, error-free replies in the language of the conversation—leading to faster response times and more consistent support worldwide.To learn more visit our help articles: AI Summary, AI Compose.