What is the new?
KinoChat V3.0
#1 Conversation Search & Page— Improved
Conversation search has been improved to help users quickly find past conversations by message content.
Users can now:
Search conversations using message keywords.
Jump directly to matching messages with keyword highlighting.
Navigate between multiple matches within a conversation.
#2 Multiple Super Admins — Improved
Organizations can now have multiple Super Admins to share administrative responsibilities.
Super Admins can:
Add or remove other Super Admins under Organization → Admins.
Manage all workspaces within the organization.
Have up to 5 active Super Admins per organization.
At least one active Super Admin must always remain to ensure continued administrative access.
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#3 AI Agent Get Started — New
A new Get Started page provides a central place to set up and manage your AI Agent.
It includes:
A configuration checklist to guide initial AI Agent setup.
Quick access to Knowledge, Agent Skills, Human Handoff, and AI Profile settings.
Clear Live and Paused status for your AI Agent.
Quick actions to continue optimizing your AI Agent after launch.
Required configuration must be completed before the AI Agent can start accepting customer conversations.
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KinoChat V2.9
#1 Contact Management — New
A new Contact Management experience provides a unified view of customer information and conversation history.
Agents and supervisors can now:
View customer details and recent conversations.
Add Contact Tags and Notes to keep useful customer context.
Access customer information across workspaces based on permissions.
A new Contact Management page allows supervisors and administrators to search and filter contacts and review their details from one place.
Administrators can also manage Contact Tags under Settings → Contact setting, including creating, editing, archiving, restoring, and reordering tags.
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#2 AI Conversation Traceability — New
Closed AI conversations now provide more visibility into how AI responses were generated.
Supervisors and administrators can review:
Source: Knowledge Base content used for the response.
Workflow: The workflow that generated the response.
Transfer reason: Why the conversation was transferred to a human agent.
Knowledge sources are saved with the original AI response, allowing teams to review the actual information used at the time.
This helps with AI quality review, troubleshooting, and Knowledge Base optimization.
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#3 AI Agent Preview — Improved
AI Agent Preview has been upgraded to support real-time testing directly from the Deploy page.
Administrators can now:
Chat with the AI Agent directly in Preview and test real AI responses.
Preview most configuration changes without saving first.
Test Greeting Messages, Quick Replies, fallback responses, and Human Routing behavior.
Restart the Preview conversation at any time to test from a clean session.
Preview conversations are completely separated from customer conversations and do not affect Conversation records or Dashboard metrics.
This makes it easier to test and refine AI Agent configurations before publishing them to customers.
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KinoChat V2.8
#1 Team & Invitation management — Improved
Team management is now located under Settings → Team and is divided into three sections:
Agents: View and manage workspace members, including their roles, license status, group assignments, and VIP Agent settings.
Groups: Create and manage agent groups. Groups that are no longer needed can be archived and restored later.
Invitations: Send invitations and track their progress from one place.
The new Invitations section provides clearer invitation status and more management options:
Track invitations with statuses such as Pending Accept, Failed, and Active.
Resend invitation emails for pending invitations.
Copy the current valid invitation link and share it directly with the invitee.
If an agent already belongs to your organization but has not joined the current workspace, they can be added directly to the workspace. They do not need to receive and accept another invitation.
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#2 Operations — New
A new Operations section provides supervisors and administrators with a central place to monitor agent availability and conversations waiting for assignment.
Agent Status
The Agent Status page shows each agent’s real-time operational status:
Available: The agent can receive new conversations.
Away: The agent is currently unavailable.
Busy: The agent has reached their conversation capacity.
Supervisors and administrators can monitor agent workloads and force an agent to log out when necessary.
Queue Status
The new Queue page provides a real-time view of conversations waiting to be assigned to an available agent.
It helps teams:
See conversations currently waiting for assignment.
Monitor customer waiting time.
Identify the relevant workspace, channel, and queue.
Understand current support demand.
Adjust agent availability when queues begin to build up.
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#3 Human routing configuration — New
We’ve upgraded the AI Agent routing and human handover experience, giving you more flexible control over how conversations are handled.
You can now customize when conversations should be handled by AI or transferred to human agents based on user attributes, AI performance, sentiment, and specific business scenarios.
We’ve also improved the Human Handover dashboard, allowing you to break down handover data by different reasons. This gives you clearer insights into why conversations are transferred to human agents and helps you optimize your AI strategy.
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#4 Message Delivery Reliability — Fixed
We improved message delivery reliability for customers using unstable network connections.
Previously, temporary network interruptions could cause customer messages to be lost. This issue has been fixed, reducing the risk of missing messages and helping ensure that conversations continue reliably when the network is unstable.
KinoChat V2.5
#1 Authentication Required for Human Support — New
KinoChat now supports authentication checks before users enter human support conversations.
KinoChat now allows admins to require user authentication before customers can start a human support conversation. Unauthenticated users are prompted to sign in, and no conversation is created until authentication is completed.
This helps reduce unnecessary conversations and gives teams more control over access to human support.
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#2 Cross-Workspace Conversation View — Improved
Supervisors and admins can now view completed conversations from multiple workspaces in a single Conversation view and save frequently used workspace scopes to My Views.
This makes it easier to review conversations across operations without repeatedly switching between workspaces.
#3 Richer Knowledge Base Editor — Improved
We improved the Knowledge Base Editor with richer formatting options and image support.
Users can now create more structured knowledge articles with headings, lists, tables, links, and other common content formats. Images can be uploaded from local files, pasted directly from the clipboard, or inserted using an image URL, with image descriptions to provide additional context for users and AI.
This makes knowledge articles easier to create and understand while providing better structured content for AI retrieval and customer support.
KinoChat V2.4
#1 Conversation Workspace & Views — New
KinoChat now includes a dedicated Conversation workspace for supervisors to search, filter, and review closed conversations.
Supervisors can use the default All conversations view and create their own My Views based on frequently used filters such as date, group, agent, rating, and close reason. Views save query conditions rather than fixed results, so each view always reflects the latest matching conversations when opened.
This helps separate daily agent work from historical conversation review, keeps Agent Inbox lighter, and gives supervisors a clearer workspace for repeated closed conversation searches.
#2 Away Reasons — New
KinoChat now supports configurable Away Reasons at the workspace level.
Admins can enable Away Reasons, customize the available reason list, add emojis, archive or restore reasons, and control the display order. When enabled, agents must choose a reason when switching to Away, while system-triggered Away states such as inactivity or connection loss can be labeled automatically.
Away Reasons do not affect routing or assignment logic. Agents in Away status still stop receiving new chat assignments, but the reason is now visible for team transparency, auditability, and future workforce analytics.
#3 Force Agent Offline — New
Supervisors and admins can now force an agent offline from the Team page.
When an agent is forced offline, their active session is signed out across workspaces, devices, and browser tabs. The agent will stop receiving new chats immediately and must sign in again to continue working.
This gives supervisors clearer operational control for exceptional cases where an agent should no longer remain active or available.
#5 Multi-Device Sign-Out Handling — Improved
We improved the sign-out experience when an account is signed in from another device or when a session becomes invalid.
Affected agents now see a clear blocking sign-out message and are guided to sign in again, reducing confusion when sessions are ended across devices or tabs.
KinoChat V2.3
#1 Automatic Away Mode — New
KinoChat now supports Automatic Away Mode for inactive agents. When an agent stays inactive for a configured period of time, KinoChat will display a warning popup before automatically switching the agent to Away status. Once switched to Away, the agent will stop receiving new chat assignments while remaining logged in and keeping existing conversations active.
This helps reduce ghost online agents, incorrect assignments, queue blocking, and inaccurate SLA metrics.
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#2 Multi-Tab Status Synchronization — Improved
We improved agent status synchronization across multiple browser tabs and devices. Agent status changes now sync more consistently between tabs, helping prevent unexpected status mismatches during inactivity detection, manual status switching, or automatic Away transitions.
KinoChat V2.2
#1 VIP Customer Routing — New
KinoChat now supports VIP customer routing at the workspace level.
Admins can define which customer tiers are treated as VIP and which agents are VIP Agents. When a VIP customer starts a chat, the system will still follow the existing pre-chat form routing first, then prioritize available VIP Agents within the matched group.
If no VIP Agent is available, KinoChat will automatically fall back to the regular assignment logic.
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#2 Conversation Lifecycle Optimization — Improved
We improved inactivity and auto-close rules to make chat status changes more predictable.
Customer inactivity can now trigger clearer inactivity or auto-close behavior based on workspace settings, while agent inactivity will no longer incorrectly close or affect conversations.
#3 Agent Inbox Experience — Improved
The Agent Inbox has been reorganized to make different conversation states easier to manage.
Agents can now more clearly distinguish between active chats, waiting customers, leave messages, closed chats.
Inbox updates are also more stable, reducing unnecessary list movement and improving unread count behavior.
#4 New Message Auto-Scroll Behavior — Fixed
Fixed an issue where new messages were not automatically brought into view when agents were already at the bottom of an open conversation.
If the agent has scrolled up, KinoChat will keep their current position and show a new message indicator instead, so the agent is not interrupted while reviewing earlier messages.
KinoChat V2.0
#1 AI Copilot — New (Beta, Free-trail)
AI Copilot helps automate conversations by answering customer questions using your knowledge base.
It supports multiple response modes:
Fixed Answer – precise responses from FAQ
AI Generated Answer – flexible answers based on knowledge
Free Talk – conversational interactions
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#2 Knowledge Base — New
Knowledge Base allows you to centralize your business content, including FAQs and articles, in one place.
It enables both AI Copilot and agents to access consistent and up-to-date information, improving response accuracy and efficiency.
Key capabilities include:
FAQ & Article Support – manage both structured and long-form content
Bulk Upload – import knowledge at scale via CSV
Search & Filter – quickly find and manage your content
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#3 Announcement Management — New
Announcement helps you send targeted notifications to agents or customers, ensuring important updates are clearly delivered and acknowledged
It supports multiple notification types:
Silent Notification – displayed in the announcement panel or widget feed without interrupting users
Urgent Alert – shown as a pop-up that requires confirmation before users can continue
It also supports flexible delivery options:
Target Audience – send to agents or customers
Workspace Scope – send within a workspace or across all workspaces
Scheduling – send immediately or at a scheduled timeIt also supports flexible delivery options::
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#4 Stability Improvements — Improved
We’ve continued improving message delivery stability to make conversations more reliable during daily use.
KinoChat V1.4.1
#1 Multi-Tabs Login Support — New
Agents can now log in across multiple tabs/devices simultaneously, with a maximum of 5 active sessions.
When the limit is exceeded, the system will automatically log out the oldest session to maintain stability and security.
#2 Unread Count Accuracy — Fixed
Fixed an issue where messages received before assignment were not reflected in unread counts.
Unread indicators now correctly represent the latest chat status.
#3 Connection Stability Improvements — Fixed
Resolved rare edge cases that could cause customer connection failures, including:
Duplicate login errors
WebSocket disconnections
Mobile web cache update issues
This ensures a more reliable and consistent chat experience across devices.
#4 Agent Status Consistency — Fixed
Fixed issues where agent status could become inconsistent in certain scenarios.
Agent availability and session states are now more accurate and stable.
KinoChat V1.4
#1 Stability Improvements — Improved
Added frontend message rate limiting to reduce performance impact caused by excessive message sending in extreme scenarios. (10meg/second)
Introduced a queueing mechanism to reduce unnecessary active connections and improve stability during traffic spikes
KinoChat V1.3.1
#1 Stability Improvements — Improved
Fixed message delays under high concurrency
Resolved unexpected agent disconnections
Fixed display issues in Agent Inbox
Inactive chat will be counted into agent chat limit
2# Productivity Enhancement — New
Added keyboard shortcut for switching chat tabs and quick reply
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KinoChat V1.3
See what’s new and improved in our latest update.
#1 Auto User Identification(Fullpage/Direct Link mode) — New
URL-based Identity Binding (SSO Support): You can now pass a signed userToken via URL:https://your-customer-site.com/chat?workspaceId=<WORKSPACE_ID>&userToken=<SIGNED-JWT>
Improved Session Safety：We put the updateMode in JWT payload to improve safety.
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KinoChat V1.2
See what’s new and improved in our latest update.
#1 Auto User Identification(Popup mode) — New
Auto User Identification enables secure and reliable user identification during conversations.
By verifying contact profile data passed from your backend, the system can automatically recognize users and associate accurate identity information with each chat. Verified profiles are clearly labeled in the agent console.
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#2 Rating System Optimization — Improved
The rating experience has been upgraded to support more flexible and complete feedback collection.
Customers can now edit their ratings at any time within a conversation, and agents can proactively invite customers to leave feedback. Ratings can also be triggered automatically when a chat ends, with the latest submission always counted as the final result.
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#3 Message Preloading — Improved
Message loading has been optimized to deliver a smoother experience when switching between conversations.
Recent messages are now preloaded before a session is opened, allowing agents to quickly pick up context without waiting.
KinoChat V1.1
See what’s new and improved in our latest update.
#1 Quick Reply — New
Quick Reply allows agents to insert predefined responses using #shortcuts, helping teams reply faster and maintain consistent communication.
Admins can manage shared response templates at the workspace level, while agents can create personal replies for frequently used messages.
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#2 Chat Widget Appearance — New
Admins can now customize the appearance of the chat widget to better match their brand, including chat bubble icons, theme colors, and brand icons.
All changes can be previewed in real time before being applied to the live widget.
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#3 Cross-workspace Messaging — Improved
Cross-workspace Messaging has been improved to provide a smoother experience for teams managing multiple workspaces.
Agents can receive messages across workspaces in a unified view, while admins can control global message settings with clearer status indicators and notifications.
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