Update Summary
Build your own channel analytics dashboard
Update to Chat-level analytics
Set teams and tags directly within Rules
Import PDF files and articles from other Spaces
Recommended for: Growth or Enterprise plan channels
Release date: 2026-01-30
Use Custom Reports to create an analytics dashboard tailored to your channel’s goals.
Choose the metrics you need, visualize them with the charts you prefer, and see only the data that matters most to your business.
Key Features:
Visualize data using bar, line, pie, KPI, combo charts, and more
Arrange charts freely by order, size, and layout
Apply filters by date, team, assignee, tags, and more at the report level
Download chart data as CSV for easy sharing and deeper analysis
Note:
Custom Reports are available on the Growth and Enterprise plans only.
Recommended for: All channels using emails
Release date: 2026-01-30
Previously, if a customer replied to a closed email chat, it would open as a new conversation, splitting what was essentially the same inquiry.
Now, by enabling “Continue previous chat” in email settings, the original chat will reopen so the conversation continues in one thread, making it easier to follow the full context.
Recommended for: All channels using analytics
Release date: 2026-01-30
With the launch of Custom Reports, existing chat analytics are also being upgraded.
You can now view the full flow and outcomes of chats, including ALF-handled chats, more clearly and intuitively.
Key Features:
ALF-handled chats are now included in chat analytics(You can filter ALF chats and human-agent chats separately)
New Chat Handling Funnel to visualize chat flow at a glance
Compare total visitors, total chats, and goal completion using line charts against the previous equivalent period
Important Changes
The previous analytics view and downloads will remain available via “View Previous Version” until April 30, 2026.
Chat analytics criteria will change to managedAt (engagement start time)
Downloaded chat analytics data will be updated to match metrics provided in Custom Reports
See the announcement for more details
Recommended for: Channels using Customer ALF
Release date: 2026-01-30
You can now configure conversation handling actions directly in rules, from assigning teams or assignees to setting customer and conversation tags. While ALF is handling chats, assignments and tagging are applied automatically, making ALF conversations more efficient and organized.
Key Features
Add conversation handling actions by clicking the {⋅⋅⋅} icon at the bottom of the Rules screen or by typing @.
Supports actions such as team assignment, assignee assignment, follower settings, customer tags, and conversation tags.
How You Can Use It
Payment, pricing, or refund inquiries → Automatically apply the conversation tag [Payment Inquiry]
Contract, cancellation, or plan change inquiries → Automatically assign to the Billing Team
Specific event inquiries → Automatically apply the customer tag [Event Inquiry]
Recommended for: Channels managing external documents or moving articles between Spaces
Release date: 2026-01-09
The article import feature is now more powerful.
You can import articles from other Spaces, and even convert PDF files into articles.
If you’ve been managing guides as PDFs, try registering them as articles for easier editing and maintenance.
Key Features:
Import articles from other Spaces, even across different channels
Import PDF files as articles
Maximum import count increased from 10 to 20 files at once
View detailed reasons when an import fails
See the guide for full details
The Operation menu (used for chat analytics and tags) is renamed and updated:
Before: Operation → After: Analytics
Chat Tags and Chat Goals move from the Operation menu to:
Channel Settings → Chat
See the announcement for details
New Service Level Metric
Previous: Percentage of calls answered within N seconds after ringing starts for team members
New: Percentage of calls answered within N seconds from when the customer starts waiting
The new metric applies to data from January 1, 2026 onward
Periods including dates before Jan 1, 2026 will not show the new service level metric
Renaming of Existing Metric
Service Level → On-Time Response Rate
Definition: Percentage of calls answered within N seconds after ringing starts for team members
New Fields Added to Cumulative Download Data
firstWaitingStartedAt: When the customer started waiting
firstRingStartedAt: When the call started ringing for team members
The criteria for deactivating ALF-handled user chats after 24 hours has been updated.
Previous: Chats were deactivated 24 hours after ALF’s last response
Updated: Chats are deactivated 24 hours after the customer’s last message
Release date: 2025-12-18
You can now start ALF conversations instantly, without workflows, on KakaoTalk, Naver TalkTalk, LINE, and Instagram Messenger.If you were using workflow recipes to connect ALF, try Quick Deploy for a simpler setup. (→ Learn more)
Release date: 2026-01-15
You can now receive mobile notifications even while Channel Talk is open on your PC.Never miss a message when stepping away from your desk.
Setup path:[Profile Settings → Team Member Settings → Sound & Other] → Always receive mobile notifications ON
Release date: 2026-01-16
The AI Writer you use on PC is now available on mobile.Tap the AI Writer (pencil) icon in the message input, and use the ← / → buttons to browse previous suggestions.
Release date: 2026-01-22
Checking customer info during chats is now easier.Swipe right to open chat details, and swipe left to return to the chat, no buttons needed, fully one-handed.
Release date: 2026-01-09
When someone shares their screen in Meet, you can now view it in full screen, making details easier to see.
Release date: 2025-12-30
Choose when a Kakao chat officially starts:
When connection is requested: Chat starts immediately when the customer requests connection
When a message is sent (default): Chat starts only after the customer sends a message(→ Learn more)
Recent Announcements: