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Release Notes: August 2026

Period: August 3, 2026 – August 31, 2026

This month, the Alice engineering team shipped 18 features and improvements alongside 33 bug fixes — headlined by the general availability of Ecommerce for AI Agents (store connection, product catalog, and shopping actions across Shopify, Salla, and Zid), AI Insights graduating from beta as your AI performance reporting suite, and a long list of Inbox, Reports, and Settings refinements driven by your feedback.

🚀 Features and Innovations

AI Agent

  • Ecommerce for AI Agents is now generally available — Connect your Shopify, Salla, or Zid store to an AI Agent and it gains a live view of your catalog. The new Products tab under AI Agent Resources lists every product with its category, price, variations, inventory, and an in-use toggle; you can edit product descriptions the AI relies on, preview any product in your store, force a sync (up to five times a day), and set an automatic sync schedule — daily, weekly, every 15 days, monthly, or off. Stock and pricing stay current through a dedicated sync layer, and the capability is now open to every team.
  • Shopping actions: discover, order, track — Three new built-in ecommerce actions let your AI Agent recommend products based on what the customer is looking for, place an order on their behalf (with optional coupon and order-note handling), and report live order status and delivery updates from your connected store. Product search is faster and more accurate too, with parallel lookups, duplicate removal, and sharper query handling when a customer asks about several products at once.
  • Safer store connections — Once a store is assigned to an AI Agent the connection is locked, so a live shopping assistant can’t be accidentally disconnected or re-pointed. Teams running more than one store on a single WhatsApp number are now supported end to end, with carts and orders routed to the right store automatically.
  • Chatbot context flows into the AI Agent — Your chatbot can now hand context to the AI Agent before assigning a conversation, so the AI’s first reply already reflects what the customer told the bot. The context is cleared automatically when the ticket closes.
  • Dedicated AI Agent inactivity settings — Customer Inactivity Management now has its own AI Agent tab alongside the Human Agent one. Smart Ticket Resolution is always on with sensible default timings, hold management follows the Intelligent Ticket Management toggle, and manual time entry has been replaced by preset options — existing configurations carry over unchanged.

AI Insights

  • AI Insights is out of beta — The AI Agent Metrics beta is now AI Insights, generally available to every team using AI Agents. It brings a Performance Overview of AI-handled tickets, a Topics Breakdown that groups conversations by what customers actually asked about, a Focus Area view that highlights where the AI needs attention, sentiment tracking across every ticket, and a Topics section in Settings where you define the categories the AI reports against — with sensible defaults created for every project. Labels and descriptions across the module have been refined ahead of launch, including a Net Sentiment Score and a clearer Customer Sentiment column in the ticket flow diagram.
  • Pin and export ticket flows — In the Ticket Flow Overview diagram you can now click any box — a channel, an AI-handling outcome, a topic, or a sentiment — to pin it and keep its connected flows and numbers on screen, building a full path across all four columns to trace exactly how a set of tickets travelled. Hovering no longer shifts the layout, and an Export button gives you the underlying flow data.
  • Export and filter ticket lists — Every All Tickets view under the topic tabs — Reassignment Topics, Sentiment Topics, and Stuck Queries — now has an Export button, and Reassignment Topics adds a Reassigned To filter so you can see which agent picked up which handovers.

Inbox

  • See your draft at a glance — Conversation cards now show a preview of your unsent reply with a subtle Draft chip, instead of just a pencil icon. The last customer message is still available on hover.
  • Action memos on Feed and Email — Ticket assignment, tag changes, and customer-attribute updates now appear in the conversation thread for Facebook Feed, Instagram Feed, and Email, matching the memos you already see on WhatsApp and Messenger. For customers with several open tickets, attribute-update memos land on the ticket where the change was made.

Chatbot

  • Input blocks close themselves when the conversation moves on — User Input, Email, Phone, and Location blocks are now disabled automatically when an agent takes over the conversation, when the customer receives a WhatsApp template or a follow-up, when a customer message matches a keyword rule, or when the customer taps a button from an earlier button, quick-reply, or gallery block — so a later message is never mistaken for an answer to an old prompt.

Reports

  • Exports arrive by email — Report exports are now delivered as an email with a download link, so large reports no longer time out or fail mid-download.
  • CSAT records the customer’s final answer — If a customer taps one rating and then corrects it, the last selection is what gets recorded — on WhatsApp, Livechat, and Email surveys alike.

Mobile App

  • AI Agents queue on Android — The mobile inbox now has an AI Agents queue alongside All Assigned, Unassigned, All Closed, and Bot, so agents and supervisors can see the tickets the AI is currently handling.
  • Status Management on Android — The Android app now enforces the same rule as the web: an agent with an active Service Status and assigned tickets must disable the status and reassign their tickets before going Away.

Security

  • AI Agent pages limited to admins and owners — The AI Agent section is now visible only to team admins and the team owner. Other members no longer see it in the navigation and get a clear access message if they open a direct link. AI-powered features elsewhere — such as AI replies in the Inbox — are unchanged for everyone.
  • Longer login sessions — Most teams now stay signed in for seven days before being asked to log in again, instead of 24 hours. Active sessions were not interrupted by the change.

Datalab

  • Entry IDs in exports — Datalab exports now include an entry_id column for every row, so exported records can always be traced back to their source entry.

🐛 Bug Fixes

Inbox

  • Search results now show only the tickets that match your search criteria — unrelated tickets no longer appear alongside them.
  • A ticket assigned to a group but not to a specific agent now appears only under Unassigned, instead of in both All Assigned and Unassigned.
  • On-hold tickets are now reassigned to an available agent when the assigned agent goes Away or offline, and no longer show one assignee in the queue and another in the chat history.
  • The Draft indicator no longer appears on conversations you haven’t typed in — including conversations assigned to someone else — and no longer lingers on email conversations after a refresh.
  • Edit, Hide, and Delete actions on a ticket now appear only for the agent the ticket is assigned to.
  • Reply-box action buttons stay visible when a notification banner is shown at the top of the page.
  • Assigning a ticket to yourself from another queue now takes you to My Assigned, while admins and supervisors assigning to others stay where they are.
  • Ticket auto-closure now runs reliably for tickets it previously skipped.
  • Input blocks now work correctly when a value has been pre-set.
  • Customer names on Facebook Feed comments are now clickable and open the original comment on the platform.
  • Cleaned up Inbox visuals for consistency — top-bar icon alignment and active states, the filter component, the Assign Agent panel, and dropdowns now follow the unified design system.

AI Agent

  • Hyperlinks in AI-generated emails are now formatted correctly.
  • When the AI reaches its per-conversation request limit it now replies with what it has gathered so far instead of returning nothing, and retries no longer redo completed steps.
  • The AI Agent no longer attempts a knowledge lookup when no resources have been trained.
  • The Community AI Agent no longer posts raw model text as a public comment when it has nothing to reply with.
  • Fixed an occasional error in the AI’s memory layer that could interrupt a response.
  • The latest Product Search tool now returns the expected results, and prices quoted in order recaps include VAT.
  • Product catalog fixes: the Category filter shows the right products, sync status and last-updated time refresh without a page reload, partial-name product search works, missing products and categories from Shopify now sync correctly, filtering by Inactive status no longer errors, and admin-edited descriptions survive a force sync.
  • Fixed a store connection issue that prevented some AI Agents from linking to their ecommerce store.

AI Insights

  • Selecting All Tickets on the Topic Breakdown page now respects the date range you had applied.
  • The Topic Overview label now reads “All tickets of this topic” to match the count it shows, including on the Negative Sentiment and Stuck Queries pages.
  • Stuck Queries and Sentiment Topics now show their data in the Topic Breakdown, topic cards load in sequence without errors, tickets handed to a human are no longer counted as resolved by AI, and order-cancellation requests are no longer mapped to the Return Policy topic.
  • Topics can be edited and deleted from Settings again, AI-handled conversations generate report entries as expected, the Performance Overview revenue figure now matches Revenue Metrics, and AI Insights surfaces no longer appear for teams that don’t use AI Agents.

Reports

  • Engagement Metrics and Agent Performance now honor the business-hours toggle instead of showing 24-hour data.
  • Chart text in Engagement Metrics and Account Overview is legible again in Light Theme.
  • The selected tab title in Reports now has a proper background so it no longer blends into the page.

Settings

  • AI Agents no longer appear in the Member List under Group Management.
  • Teams migrated to a new billing plan no longer lose Ticket Configuration, SLA, API, and Datalab from Settings, and ticket hold can be applied as expected.
  • Ticket auto-closing now follows exactly what is set in Ticket Configuration, for both default and customized setups.

Automation

  • The “Order Contains” condition now saves and evaluates the selected product correctly — execution logs show the product instead of an order ID, and the condition no longer fails when the right products are configured.

Ecommerce

  • Orders created by agents on a customer’s behalf now carry the country selected at checkout, so they land correctly in your order management system.

Integrations

  • Ecommerce integrations are now visible to accounts created through single sign-on.

Platform

  • Applied Revora brand colors and icons consistently across Onboarding, Inbox, Chatbot, Integrations, Customers, API, and Settings.

These updates are live for all Alice Labs users. As always, if you have any questions or run into anything unexpected, reach out to our support team — we’re here to help