What's new

New features and functionalities in the platform

August 2023

  • Now, you can publish selected flows without having to publish the entire bot. This means greater efficiency and enhanced collaboration for you and your team!
  • Conversation History: Tag conversations, collapse sidebar for easy view, navigate to intents page from transcript, and export transcript with ease!
  • New Web Widget: Seamlessly request the transcript via email, microphone access in the widget preview, and personalize conversations with custom agent pictures. Whenever you add a web channel, you’ll automatically use the new web widget.
  • Silence detection in Collect Input: you can now steer conversation in a new direction when user stop responding.
  • Canvas: Customize parent-child arrow connection with ease! Change their colours, fine tune arrows position seamlessly and remove connections in a snap.
  • Salesforce Integration: Support for file upload template, resume session if you leave, and be able to close conversation when the user closes the chat tab.

July 2023

  • Exciting news! Say hello to our new web widget! Experience improved mobile performance, speed, and extra features. Whenever you create a new bot project, you will automatically use this new widget.
  • Get ready to level up your collaboration game with our latest enhancements! We're thrilled to introduce the improved comment feature, enabling you to tag colleagues, facilitate revisions, and communicate issue resolution by simply clicking the check mark icon in the comment thread.
  • Easily move selected bot dialogs to flows or subflows with just a few clicks. Organizing your projects has never been more convenient.
  • Based on your feedback, we have revamped the conversation history page to ensure seamless navigation. Additionally, we have added the ability to filter by external user ID and campaign ID. This empowers you to efficiently evaluate conversation transcripts and extract valuable insights.

June 2023

  • Multilanguage voice bots: changing the language of a bot was already possible for text bots. Now it's also enabled for voice bots.
  • Subflows: split up your flows to allow a better visual overview of the conversational flow
  • Comment mode: leave comments to your fellow botbuilders to improve collaboration in the botbuilder.
  • Expression generation (LLM powered): create dynamic content faster with AI-powered expressions
  • We've upgraded our GPT integration! Now, you can choose your preferred model type from GPT-3, ChatGPT, or the GPT4.
  • Manage your bots with ease on our fresh looking My bots interface
  • We've enhanced our Intents interface to fine-tune intents and expressions effortlessly

May 2023

  • We've brought back the parent-child arrow visualization based on your feedback. For even more customization, you have the ability to turn off the dashed arrow by navigating to your bot dialog setting and selecting 'no parent'.
  • Enhancement on how to publish, update NLP and keep track of your published version
  • We've added support for Microsoft STT for greater flexibility
  • Salesforce Service Cloud offloading now enables media sending
  • Campaign IDs are now stored in session and conversation history, making it easier to track campaign performance.
  • Flow Publish (Beta): publish a single flow to allow your fellow botbuilders to keep working on their flow
  • Collaborate with teams (Beta): showing active users who are working on the same flow and leaving comments directly on the canvas to enhance collaboration with your teams.
  • Analytics API (Beta): you can easily request data from the analytics data
  • Event tracking webhook subscription (Beta): we can configure your personal webhook endpoint, allowing you to consume the new track events outside of Chatlayer

April 2023

March 2023

  • Try our brand-new GPT-3 template that uses state-of-the-art technology to generate responses based on the context of the conversation!
  • The general availability of the new canvas and new updates, which include enabling the renaming of bot dialogs directly on the canvas and adding the new intent block.
  • Users can register new app integrations again
  • Updating the "Close Call" action to "Close Conversation" action (for voice only)
  • Improving the UI of the 'User Flows' analytics to display the total count and percentages
  • Fixing the modal for creating an API token so that it displays the new token properly after it's created.

February 2023

  • GPT-3 [Beta] integration: learn how you can integrate the latest NLP technology into your chatbot to generate sentences that suit the context of the conversation 🚀

January 2023

  • New year, new canvas! Try our new flexible canvas for bot building and check for yourself which view suits you best.

November 2022

  • Voice: DTMF enabled for voice bots, allowing callers to use the telephone dialpad or speech recognition.

October 2022


  • Improved message delivery reliability


  • Added support for test numbers, which allows users to try out our voice bots without having to procure their own number beforehand.
  • Users can now enable/disable voice recordings from the voice channel settings.
  • Voice recordings are now available for playback from the conversation history.
  • Read more in our documentation


  • Improvements to the UI of the User flow analytics.
    • The expanded/collapsed state of a flow path is persisted when you navigate into the step details page and back.
    • The user dropoff percentage is now shown when viewing the step details page.


  • A new Topdesk app is available, which can be used to create or update incidents.

September 2022

August 2022

July 2022

  • App Integration execution logs
  • Our Voice Connector and Voice Engine (both responsible for the connection with Sinch Voice channel) have been upgraded, improving connectivity, capacity and reliability; expect more changes in the following months.
  • Support for Kakao Talk and WeChat through Sinch Conversation API:

June 2022

  • By popular demand: case insensitive Go to comparison
  • "Contains" option for Go to's: this allows you to check if a string contains another string
  • Activity log to see who did what when in your bot

May 2022

  • New look for the bot building canvas
  • Option to test out bot dialogs by pressing the 'play button' while hovering over them
  • Upgrade of the NLP engine. This upgrade improves the detection rate of contextual entities in real user inputs by around 15% on average. The improvement is particularly noticeable when the user input contains noisy words, spelling mistakes or when the user uses a wording that differs significantly from your expressions.

April 2022

  • New "My bots" page that makes it easier to learn about Chatlayer and discover new templates
  • New version of the Channels page: you can now select the channels easier, with a search bar, choose which version (Draft or Live) of the channel you are creating, freely rename them, and have more than one channel of the same type (e.g., connecting 2 different WhatsApp numbers to the same bot).
  • If you're not in the new page yet, you'll see this banner that will allow you to go to the new version:

March 2022

  • We've made vast improvements to accuracy of intent and entity detection in all languages. We'll be rolling this out to all customers throughout the second quarter of 2022.

February 2022

  • Signing up is easier than ever with our new sign-up flow - start your trial in mere seconds. Go to to try it.
  • An often requested feature: you can now search for a bot dialog directly from the canvas
  • The Chatlayer menu is now collapsible: more space for the bot canvas if you want it!

January 2022

  • The Webhook calls now give an Opaque identifier object in payload of postback buttons. These payload should not be modified. They can just be sent to Chatlayer in order to trigger a postback button/quickreply.
  • Integration with Freshdesk to create Freshdesk support tickets

December 2021

November 2021

October 2021

August 2021

  • A brand new color scheme that fits our new branding
  • Data retention: enterprise customers can set a custom retention time for their conversations, sessions and training expressions.
  • A configurable typing indicator
  • Another new channel: talk to your users on Telegram

June 2021

  • Support for managing team members through Single Sign On (SAML SSO). Read more here
  • We got ISO27001 certified

May 2021

  • The bot name can now be seen in the tab title in your browser. Helps if you're managing multiple bots!
  • New analytics, see all about it here
  • New way to access the platform & publish bots. Read more here
  • Integration with Sinch Contact to transfer a conversation from the bot to an agent

April 2021

  • Bot templates! You don't have to start from scratch anymore. Read more here. If you have ideas for new bot templates, get in touch with us
  • Export/import of translations table: you can now edit the translations in an exported csv, and import them once you're done. Read more here
  • Integration with Salesforce Service Cloud to transfer a conversation from the bot to an agent. Read more here

March 2021

  • New role: you can add a member to a RESTRICTED bot as NLP-only now. Read more here
  • Credit card payments: you can now pay for your Chatlayer subscription using a credit card
  • Zoom controls in the Flows view
  • We have reworked out Translations table to be a lot faster, and more convenient to use

February 2021

New bot dialog components

We introduced a new style for the bot dialog components. Looks good, right?
This update also makes it easier to see which type of button you're creating

Better performance

In the background, we have switched from one database type to another, making the bots and the platform a lot faster. We will gradually move bots to this new database, so it might take a few weeks for your bot to enjoy the performance benefits.

Team member roles & bot access

A lot of customers use bots in different parts of their organization. They have both a bot to help support their customers, as well as an internal HR bot. Often, these bots process sensitive information that should only be accessible by the team building that specific bot. That's why we have introduced team member roles & bot access.
Enterprise customers can now restrict bots to only be accessible by certain team members. Furthermore, you can set a team member as "read-only" so they can see how the bot is configured, but not change anything.
Read all about how to use team member roles & bot access:

December 2020

We released new types of entities. You can find all information about them here:

October 2020

Bot import/export (in beta)

Save a copy of your bot in an export. Exporting a bot will result in a JSON file that you can download to your computer.
This JSON file can be imported again to overwrite a bot with the data that is in the JSON file. Read more here:


You can now change the order of buttons, quick replies, carousel items and go to's using drag and drop.

Bot dialog language switching

Change the language of a bot dialog to immediately add or edit the translations for a message or button while you're creating or editing the flow.

Rich text messages

Customize text messages the way you want them to look, and add links to other pages and bot dialogs, using rich text messages. You can read all about them here.