See what's new in Zipchat.

You can now access your conversations via API.

The Conversations API allows you to retrieve chat data programmatically and process it however you want — from internal dashboards to advanced analytics pipelines.

What’s new:

• Fetch conversations via API
• Build custom reporting and data workflows
• Run deep analysis using tools like Codex or Claude Code
• Combine Zipchat data with your own BI stack

This gives you full control over your conversation data — and unlocks deeper insights beyond the UI.

Every conversation with Zipchat contains valuable customer insights. Now, we automatically turn them into structured monthly reports.

Zipchat aggregates conversations into actionable categories:

• Brand perception
• Common product questions
• Marketing angles
• Website UX problems
• What customers are looking for
• Growth action items

Reports are generated automatically for every chatbot that has more than 10 conversations in a month.

You can securely share a report with anyone using a private link (not publicly accessible).

Instead of manually digging through chats, you get a clear summary of what your customers are thinking — every single month.

You can now see exactly which scripts are installed directly from Chat Settings → Channels.

We’ve added clear status indicators for:

• Website script
• Thank you page script
• Checkout script (Shopify Plus)

No more guessing whether everything is properly installed. You get immediate visibility into your setup and can spot missing scripts at a glance.

Unused additional message credits now roll over to the next billing month.

Previously, if you purchased extra message packs (e.g. 250 replies) and didn’t use them all, the remaining credits would expire at the end of the billing cycle. Now, unused purchased replies automatically carry forward.

What’s changed:

• Unused additional usage credits roll over month to month
• No more losing paid replies at billing reset
• Fairer behavior for customers who purchase extra capacity

Important:

• Rollover applies only to additional usage charges
• The monthly plan allowance does not roll over

You can now create Wildcard campaigns for proactive messages.

Wildcard campaigns will trigger even if other proactive messages were previously shown to the visitor.

What’s new:

• Create proactive campaigns that ignore past proactive message history
• Ensure critical messages (like exit intent) always appear
• Greater control over high-priority engagement flows

For example, you can now guarantee that an exit intent message is shown — even if another proactive message was already triggered during the session.

We’ve added a new Tips section to the dashboard to help merchants unlock more value from Zipchat.

The Tips feed highlights actionable recommendations — from enabling new channels to improving conversion and support performance.

What you can do:

• Mark a tip as Done once completed
• Snooze it for a week
• Dismiss it anytime

The goal is simple: make sure every merchant gets the maximum impact out of the platform — without guessing what to do next.

Messages sent in test conversations no longer count toward your usage.

What’s changed:

• Test chat messages are now completely free
• They no longer consume your AI replies
• You can experiment, refine prompts, and optimize flows without worrying about limits

We want merchants to test as much as possible — because better testing leads to better-performing chats.

Zipchat can now send a proactive message when a visitor is about to leave your website.

What’s new:

• Trigger a message based on exit intent behavior
• Re-engage visitors before they bounce
• Increase chances of recovery, assistance, or conversion

To create an exit intent campaign, go to Zipchat → Campaigns.

You can now connect your Facebook Page to Zipchat and let the AI reply directly to your Messenger conversations.

What’s new:

• Zipchat can automatically respond to Facebook Messenger messages sent to your Page
• Centralize Messenger conversations inside Zipchat
• Connect your Page from Zipchat → Channels → Messenger

This brings your Facebook DMs into the same AI-powered workflow as website chat, Instagram, email, and other channels.

You can now connect your Instagram account to Zipchat and let the AI reply directly to your Instagram DMs.

What’s new:

• Zipchat can automatically respond to Instagram direct messages
• Centralize Instagram conversations inside Zipchat
• Connect your account from Zipchat → Channels → Instagram

This brings your social DMs into the same AI-powered workflow as website chat, email, and other channels.

• Proactive campaigns now have only one message that you need to fill ( we merged the popup message and conversation message into one )
• New proactive campaigns are now enabled by default

Zipchat now lives directly inside the Shopify admin, so you can access it without leaving your store dashboard.

What’s new

• Faster access from Shopify — open Zipchat right from your Shopify admin
• Works in the Shopify mobile app — use Zipchat on the go from the Shopify app
• Pin Zipchat to your menu bar for one-click access

Prefer the standalone app?

• No change — Zipchat is still available at app.zipchat.ai

We’ve revamped Corrections to make them faster, clearer, and more flexible—especially when you’re trying to fix different kinds of AI responses.

What’s new:

Contextual “Make correction” button The correction action now changes based on how the AI response was generated:

• Edit AI behavior by adjusting the agent’s main prompt (when the response came primarily from prompting).
• Add correction info as Q&A (when the response was generated using your Knowledge Base content).
• Edit tool prompting for specific tools like Order Lookup or Discount Creation (when the response involved a tool).

Redesigned Corrections page

• Cleaner layout that’s much easier to read and scan
• Search corrections to quickly find what you need

When Zipchat shares a product in the bubble chat, it now shows more accurate and relevant product images for Shopify stores.

What’s new:

• Product previews prioritize images of in-stock variants
• Falls back to the default product image when needed
• If the current page isn’t a product page, Zipchat uses the page's Open Graph image

This ensures customers always see the most relevant product visuals while chatting.

The text input in the bubble chat now automatically scales as customers type longer messages.

What’s new:

• The input field grows with the message length
• Longer messages are easier to write and review before sending
• No more cramped or hard-to-edit messages

Customers can now send images directly in the bubble chat when talking to the AI.

What’s new:

• The AI understands customer-shared images in context
• Customers can shop for similar products, ask questions about what they see, or add visual context to their request
• Works seamlessly alongside text for a more natural shopping experience

This unlocks true visual shopping and helps customers get to the right product faster.

When taking over a conversation in Manual Mode, you can now assign it to a specific human agent.

What’s new:

• The assigned agent is visible to the end customer in the bubble chat when replying
• New “Assigned to me” filter in the Conversations view to quickly see conversations owned by you
• Agents can customize their name, avatar, and email signature from Account → Settings

This makes handovers clearer, ownership explicit, and teamwork smoother—especially for larger support teams.

Shopify stores can now enable Zipchat on the checkout and thank you pages

• Shopify Plus: Chat is available on Checkout and Thank you page
• All Shopify store: Chat is available on Thank you page

To enable Zipchat on your checkout & thank you pages, go to Shopify > Online Store > Edit theme > Switch to Checkout and Customer accounts > Add the Zipchat Checkout script

We've simplified the way to setup a Whatsapp campaign by letting you pick a specific follow up delay, e.g. 2 hours instead of having to write down a specific prompt. This change also improves the reliability of follow ups and prevents edge cases where Zipchat might follow up multiple times with the customer.

• When Zipchat skips a conversation it will place the conversation into the Archived folder to prevent the Conversations UI from being overloaded

You can now login with Shopify by typing in your website url

• As long as you are logged into your Shopify Store and the URL is valid, you will be logged into Zipchat
• You no longer have to remember your "myshopify" URL

You can now add notes for you and your team to Zipchat conversations

You can now create new email threads from the conversations UI. This allows you to

• Email customers who haven't talked to Zipchat yet
• Follow up to escalations via email ( if they were started on another channel )

You can now search conversations based on Customer data Whenever you type something in the conversations search, Zipchat will search the following properties

• Customer name
• Customer email
• Customer number
• Keywords inside individual messages

Emails in CC will now be kept in the loop, when Zipchat responds to emails

Zipchat will now be able to see image attachments and react to them

Customers will now see a notification on the website chat if they haven't read a message that they received on the website chat ( from the AI or from Manual Mode )

Additionally, merchants can see if a message was "read" in the website chat.

We've simplified the creation of a new agent so that you don't have to pick an e-commerce platform.

Additionally, Shopify users can now type in their website directly ( instead of having to find their "myshopify" URL )

You can now configure Zipchat to ignore certain conversations based on rules set by you.

For example, you probably don't want to reply to "No reply" emails or cold outreach messages from 3rd party service providers.

To enable it go to AI training / Prompt & Tools and enable the "Skip Conversation" tool

Zipchat now offers you a comprehensive view of all conversations that were "escalated.

• Escalated conversations are marked inside the conversations UI and you can filter them
• Whenever a new escalation happens you'll hear a sound inside Zipchat and see a notification in the tab
• You can now receive escalations directly inside the app ( and don't have to forward emails )
• Forward request is now called "Escalate conversation"

• Allow non-shopify chats to filter their conversations that resulted in an order if they have sales tracking enabled

Whenever you receive a new message from a conversation in manual mode, you will now hear a sound notification and your browser tab icon will change

You can now share the URL of a conversation you're looking at with your teammates.

Zipchat is now aware when a customer is logged in to your shop and they talk to the bubble chat

• For Shopify stores: This works out of the box and is enabled to all shops
• For non-Shopify stores: This feature requires a JavaScript integration, which can be added from Chat Settings / Integrations

• You can now monitor how often the AI uses a specific tool from the Dashboard

( Data is attributed after the 20th of November )

• You can now define your email signature when setting up emails

• Fix multiple issues with visualising emails in the Zipchat merchant console

Whenever a customer is talking to Zipchat over WhatsApp and wants us to forward the request to the support team, Zipchat will make sure you can reply in multiple ways

• You will receive a notification that you can reply via WhatsApp within 24 hours of the request
• If the 24-hour period passes, Zipchat will make sure you have the customer's email address so you can follow up there as a backup

Avoid having 2 separate bubbles ( Chat & WhatsApp ) on your site, by adding a link to your WhatsApp chat inside the Zipchat bubble chat.

To enable the WhatsApp button, go to Zipchat / Chat Settings / Bubble Chat / Edit

Adds a backup LLM provider if our main LLM provider is offline due to technical issues.

Zipchat can now talk to your customers over email. Reduce support volume for questions like "Where is my order?", etc, by connecting Zipchat to your inbox today.

👉 To get started: go to Zipchat / Chat Settings / Channels and activate Emails

We've completely redesigned the Bubble Chat to bring our design up to date and improve on your website's UX.

The new design features:

Better mobile UX

• We've improved how the design looks on mobile and made it clear that the customer can close the chat and return to the website.

Better products showcase

• The new design puts bigger emphasis on product images and features links offered by Zipchat in a nice carousel

Better performance & fewer bugs

• We've completely re-engineered the Bubble Chat under the hood to make the UX smoother, reduce bugs, and make it easier to add new features in the future.

AI agents on Shopify can now look up orders that are older than 60 days

• Fixes an issue where Zipchat would send mutliple "forward request" emails for the same conversation
• Now Zipchat will have a countdown before it can escalate an issue again

When you create a new AI chat, Zipchat will reasearch the brand on the internet and prefill some of Zipchat's settings based on what it managed to find out about the brand New AI chats will now have prefilled:

• AI avatar
• Brand name
• Suggestion messages
• Additional prompting based on the brand specifics

• You can now add addtional information about what's happening with an order by creating a special "custom.additional_shipping_information" for orders in Shopify
• With this metafield, you can communicate shipping delays, when an order is expected to be shipped & so on
• This metafield can also be connected to 3rd party systems to add info automatically

The AI agent will ask fewer details from customers to provide them with information about their order delivery status

On WhatsApp or over Email(coming soon)

• Zipchat will provide the order status directly, providing information about the last order of the customer
• If the customer wants information about another order, they can provide the order number and will get information about it

On the Bubble Chat with Lead Collection enabled

• Zipchat will only ask about the order number

On the Bubble Chat with Lead Collection disabled

• Zipchat will ask for email + order number

We moved all of the AI's abilities ( tools ) to AI training / Prompt and Tools

• You can now see the core prompting of each tool
• You can enable/disable what the AI can do for you
• You can add custom prompting for each tool

• Zipchat will now open the courier tracking page and check the courier information before answering where an order is
• For Shopify order tracking: Zipchat now gives information on multiple parcels ( if it contains more than one )

• Whenever you create a new AI Agent, Zipchat will find your logo on the web and add it as the AI's avatar automatically