What’s new

The dashboard can now be added to a phone’s home screen or installed on a computer. Once you allow notifications, new conversations, returning visitors, transfers and offline messages are pushed to your device even when the inbox isn’t open. Turn push on per device in your account settings.

Visitors without a profile picture now get a cartoon animal avatar from the “bear family”, generated from their visitor code so the same visitor always looks the same. It replaces the coloured initials and makes long conversation lists easier to scan.

The visitor panel now shows device brand, model, real browser and screen resolution. Phones that request the desktop version of a site are no longer shown as Windows or Mac computers.

Visitors and agents can now quote a message: open its menu and choose Reply. A bar above the input shows what you’re replying to, the sent message carries a short excerpt, and clicking it jumps back to the original. Internal notes can only be quoted in other notes. The voice recording bar and message previews in the widget were also tidied up.

The inbox now shows visitor tags — new, returning, long browse — next to each visitor, and visitor identity and online status are kept in step between chat and analytics. The embed code also gained a clean data-chat="false" option to keep chat off a single page while the rest of the site follows the dashboard switch.

In rare cases a visitor with two conversations could see an agent’s message from the other one, and a visitor resting on one page was shown as offline after two minutes. The widget now only shows messages for its own conversation, and online status is based on a regular heartbeat.

• A visitor now has at most one open conversation. If they start chats in two windows or browsers, the conversations are merged automatically and both get an internal note.
• The chat stays connected across tabs and after restarting the browser on the same device.
• Clear history in the chat menu now hides earlier messages on that device only; the conversation and your team’s records stay intact.
• When a conversation has ended, reopening the chat shows the earlier history with an option to start a new conversation, instead of an empty window.
• Pinned FAQs are shown as a titled list, and the offline form has clearer validation and a success message.

The hosted chat page and the chat window opened from it were sometimes refused because their address wasn’t recognised as an allowed origin. The chat page’s own address is now always accepted for configuration, conversations and online status.

Two-way translation now has separate settings for the agent language and the visitor language, each with an automatic option. Messages are only translated when the two languages differ, so same-language conversations don’t use AI answers. You can also translate a single message from its menu, even with automatic translation off.

Pin your most common Q&A pairs to the first screen of the chat. Opening a pinned answer doesn’t start a conversation or use AI answers; a conversation starts only if the visitor says it didn’t help or asks for a person. Each pinned question shows views, opens and how often people still needed help. The number of pins depends on your plan.

• Read receipts on both sides, each switchable in settings.
• Unsend and delete messages, with an adjustable unsend window.
• Forward messages to another conversation and broadcast one message to several open conversations.
• Emoji, attachments and voice messages in the widget.
• A global unread count on every page of the dashboard.
• Visitors are now shown as six-character codes, the same in chat and in website analytics.

A new Conversion attribution view in reports compares the goal conversion of visitors who chatted with those who didn’t, using the goals from your website analytics. It shows the relative lift, a visitors → chatted → goal funnel, a daily trend and the pages where buying conversations start. Past days are calculated overnight; today is live.

Cubby now answers visitors from your own knowledge base.

• Q&A pairs are answered word for word and don’t use AI answers.
• Documents — pasted or imported from a public web page — are searched, and Cubby writes an answer with the source attached.
• Hand-off when there’s no grounded answer, the visitor asks for a person or an agent takes over. Every AI message is labelled, and visitors are told before the first AI reply.
• Draft inbox turns the last 30 days of resolved conversations into Q&A drafts for you to review.
• Test conversation lets you try Cubby privately, and Fix & save in the inbox turns a corrected reply into a Q&A pair.

The first version of AskCub live chat is live.

• Chat widget — one line of code, loaded after your page. Brand name, colour, position and greetings are set in the dashboard.
• Shared inbox — Waiting, Mine, All and Resolved queues, internal notes, canned replies with /, transfer and auto-assignment.
• Hosted chat page — a full-screen chat at chat.askcub.com/your-site-key for places without a website.
• Agent-only role — support staff work in the inbox without seeing website analytics.
• Data controls — retention per site, export and deletion of conversations.

• Invite rules show an invitation after a visitor spends time on a matching page. Matching runs on our servers, a visitor sees each invite once by default, and every rule shows shown / opened / replied counts. No conversation exists until the visitor replies.
• Link previews for public links in messages.
• Sensitive data masking replaces card, ID and phone numbers with the last four digits before storage, and the inbox marks masked messages.
• Ban a visitor for a set time from the inbox.

• Visitors can rate a conversation from 1 to 5 after it’s resolved.
• Reports show conversations, resolution rate, first response time, satisfaction and trends, with a weekday × hour heatmap, top pages, visitor countries, agent workload and recent ratings.
• Agent-only teammates can be given no reports, their own numbers or the whole team’s.
• Conversations Cubby handled with no new message for 24 hours close automatically.