Changelog

October 2026

Live calling and the AI voice agent

Customers can now call your team from the website widget and from your mobile apps.

• Calls: a phone button (and a camera button when video is on) in the chat header. Free agents are rung together in the dashboard and the Kerabie mobile app, the first to answer takes the call, and callers see their place in line when everyone is busy. Calls are on by default for new accounts, and the 14-day Pro trial includes call minutes. Turn them on or off under Settings → Calls. Video calls show each side's camera, with your own as a small picture in the corner.
• AI voice agent: when nobody is free, an AI answers from your Knowledge Base, can use your AI Tools, and always says it is an AI. See AI voice agent.
• Away means away: if your widget is set to away, or nobody is available, a caller is told right away to send a message instead of waiting in a queue that would end in a missed call.
• Details first: if you ask customers for their details before a chat, a call asks the same, once. Customers your site or app has already identified are not asked.
• SDKs: React Native react-native-kerabie-helpdesk 2.4.0 and Flutter kerabie_helpdesk_flutter 0.4.0 and kerabie_helpdesk_flutter_calls 0.2.0 put the call buttons in the chat header. See Calls.

Team handbook and goal boards

Two new things for your own team, in the web dashboard and the mobile app.

• Team handbook: private pages for your agents (company info, response guidelines, processes) with sections and search. Mark a page as required reading and it appears in each new agent's Start here checklist; editing a required page asks everyone to read it again. Managers on Enterprise get a report of who has read what. The handbook is never shown to visitors or used by the AI. See Team handbook.
• Goals: kanban boards with response-goals and onboarding templates, assignees, due dates and a done column. Drag cards on the web; move them from the card sheet in the app. Boards per plan: Basic 1, Pro 3, Enterprise unlimited. See Goals boards.

Redesigned dashboard

The dashboard and Conversations page have a new look, with ⌘K search across conversations and contacts.

• Dashboard: period-over-period changes on each number, an AI-vs-human conversation chart (7 or 30 days), the live queue, open tickets with SLA, team presence, and a setup checklist that now reflects what you've actually connected.

• AI card: share of conversations Kerabie AI resolved without an agent, share handed off, and an estimate of agent-hours saved.

• Conversations: status tabs with counts, tags on each row, an internal-note tab, an on-demand AI suggested reply and AI summary, previous conversations for the same customer, and Take over when Kerabie AI is handling a chat.

• Search: conversation search is now case-insensitive.

• Tickets: a new Tickets page with an overview strip, List and Board views, bulk actions, CSV export (Pro and above), agent-created tickets, and tags you can create on the spot. A ticket with no customer email now says so, with a quick way to add one.

• Analytics: the Analytics page is redesigned with six tabs: Overview, Agents, Channels, AI and questions, Customers and Pages. New: median first-response time with change vs the previous period, per-agent and per-channel response times and CSAT, the questions customers ask most (with how often the AI answered alone and the customer's rating), questions the AI couldn't answer, new vs returning customers, top countries and customers, a busiest-times map in your timezone, and which pages start the most conversations. Export the report as CSV on Pro and up. Available in the API and SDK as analytics.getInsights().

• Campaigns: a redesigned Campaigns page with draft, active and paused states, a funnel per campaign (shown, opened, clicked, replied), a button with an action (open chat, open the Knowledge Base or a link), and rules for pages, audience (new, returning, hasn't chatted, or visitors from a chosen country) and frequency. New triggers: scroll depth and page load, alongside time on page and exit intent. Duplicate a campaign as a draft. How many can be live at once depends on your plan. Campaigns also appear in React Native apps (page-load and time-in-app triggers) and can be managed from the mobile app. Available in the API and SDK as campaigns (list, getStats, get, create, update, duplicate, delete).

• Contacts: type (lead, customer, VIP), company, owner, notes and tags on every contact, a last-contact time, overview numbers, search across name, email, company and tags, add by hand, and CSV import (bad rows are reported by number, existing emails skipped). Contact tags use the same tags as conversations and tickets, and can be created on the spot.

• Visitors: the Visitors page now shows recent visitors as well as live ones, with visit counts, returning visitors, top countries, block and allow status, and CSV export (Pro and above). Visitor history is kept for 30 days. Save as contact now works for visitors who never sent a message.

• AI Assistant: a redesigned AI Assistant page with Setup, Guardrails and handoff, and Test chat tabs. Set the reply language and length, choose guardrails (only use Knowledge Base facts, never ask for sensitive details, refunds need a person, allow discounts), block topics, and set a minimum Knowledge Base match so the AI hands off questions your articles don't cover. Choose which team gets AI handoffs, what the AI says outside business hours, and whether the agent gets an AI summary. The AI can now answer on WhatsApp, Instagram and email (off by default, per channel), and agent replies on WhatsApp and Instagram are now delivered to the customer. Try changes in Test chat before saving. Also in the mobile app.

• AI Tools: a redesigned AI Tools page with usage and success rate per tool, templates, a quality hint for descriptions, and a real test that shows what the AI would see. Duplicate a tool (the copy starts switched off). How many tools you can have depends on your plan. Endpoints must be public addresses, and secrets are never shown again after saving. Available in the API and SDK as aiTools (list, get, create, update, duplicate, delete, test) and in the mobile app. See the AI Tools API.

• Knowledge Base: a redesigned Knowledge Base page with search, filters (type, status, category), sorting and pagination, grid and list views, a preview of how customers see an article, and an Analytics tab: most viewed articles, customer questions the AI couldn't answer (what to write next), lowest rated articles and articles that need a refresh. Each article shows its views, how helpful visitors found it and how often the AI cited it. The chat widget and the React Native package now ask "Was this helpful?" under articles. Import accepts CSV (one article per row, no AI needed), Word and Markdown files, and reports the rows it skipped. Available in the API and SDK as kb.getStats() and kb.getInsights(), and in the mobile app.

• MCP: two ways to use the Model Context Protocol. Kerabie MCP server: connect Claude, Cursor or any MCP client to Kerabie. Without an API key it helps you build: search the docs, list API endpoints, read the TypeScript and React Native SDK types and follow integration guides. With a key it works with your account (conversations, tickets, contacts, campaigns, the Knowledge Base, analytics and AI tools), with a read-only mode. MCP servers as tool sources: on the AI Tools page (web and mobile), connect a remote MCP server and switch on the tools your chatbot may use; each counts towards your plan's AI tool limit. Available in the API and SDK as mcpServers. See MCP server and Connecting MCP servers.

API and SDK

New in @kerabie/sdk and the /v1 API: analytics.getTicketSla(), analytics.getSetupStatus(), conversations.getHistory(), conversations.takeOver(), tickets.getStats(), tickets.export(), visitors.list(), visitors.getOverview(), visitors.export() and a new contacts resource (list, getStats, get, create, update, import). analytics.getSummary() now returns deltas, ai and a daily AI/human trend; conversations.list() returns tags, aiHandling and per-status meta.counts. See the Analytics and Conversations references.

The analytics response types in earlier SDK builds did not match the API, and the /v1/analytics and /v1/conversations routes they called were not available; both now match.

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May 2026

Admin Portal

Built the internal admin portal for Kerabie staff. Includes:

• User and org management
• Billing dashboard (MRR, churn, failed payments)
• Platform analytics
• VA marketplace moderation
• System health monitoring

Help Center

Launched the public Help Center at kerabie.com/help-center. 56 articles across 9 categories: Getting Started, Conversations, Agents & Teams, Visitors, AI & Chatbot, Billing & Plans, Widget, Security, and Notifications.

Offline Email Notifications

When a visitor starts a conversation and no agents are online, the org owner now receives an immediate email notification.

Trial Warning Emails

Organisations on a trial now receive a 7-day advance warning email before their trial expires.

Analytics: Live Visitor Count

The analytics dashboard now shows a real-time active visitor count (previously always showed 0).

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April 2026

AI Chatbot

Released the AI chatbot powered by your knowledge base. Handles common questions automatically with configurable confidence threshold and human escalation.

Knowledge Base

Added the Knowledge Base feature: create, organise, and publish articles. Articles feed the AI and appear in the widget's FAQ tab.

Webhooks

Launched the webhooks system. Receive real-time events (conversation.created, message.sent.*, visitor.*) with HMAC signature verification and automatic retry.

Virtual Assistant Marketplace

Launched the VA marketplace. Businesses can browse, hire, and manage verified virtual assistants directly from the dashboard.

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March 2026

Chat Widget

Launched the embeddable chat widget: install via script tag, WordPress plugin, or React Native SDK.

Real-time Conversations

WebSocket-powered real-time messaging between visitors and agents.

Push Notifications

Mobile push notifications via Expo Push for iOS and Android agents.

Multi-language Support

Widget UI available in 40+ languages. Auto-detected from browser locale.