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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.

Enhanced Translation Controls in Language AI
AI and Automation

Enhanced Translation Controls in Language AI

Viral Patel
June 4, 2025

Agents will be able to translate all end-user, bot, automation, and agent messages within an issue with just a single click. In addition, they’ll have the flexibility to selectively show or hide translations for individual messages or entire conversations, giving them greater control and clarity when handling multilingual issues.

To know more, visit our help article.

Enhanced Translation Controls in Language AI
AI and Automation

Auto-Detect and Update End-User Language

Viral Patel
May 7, 2025

We have added new functionality in Language AI to automatically detect and update the language in user messages. When an end-user types a message, Language AI can detect their language and update it automatically, eliminating the need for manual selection. The selected language is stored in the backend, persists across future conversations, and is reflected in conversation logs for full visibility. This ensures consistent communication and improves the overall support experience for multilingual users.

For more details, visit our help article.