Summary:
ALF can now respond to email inquries
Evaluate conversation quality after each chat with AI
Add suggested questions above the chat widget
Recommended for: Channels that want to automate email support with ALF Release date: April 10, 2026
ALF can now respond to customer inquiries coming through email, in addition to chat, phone, and external messengers.
You can review and manage Rules, Knowledge, Tasks, and Workflows for email responses in one place.
Quick Deploy: [AI] → [Deploy] → [Email] → Enable Quick Deploy
Workflow: Enable Email in the integration service and add the ALF Customer Response action
ALF sessions last 48 hours; replies after that start a new session (charges apply per session)
Chats created via follow-up notification emails are excluded from ALF handling
Recommended for: Channels that want a structured view of ALF and agent performance Release date: April 24, 2026
After each conversation ends, AI automatically evaluates its quality and presents it as a CX Score.
You can measure both ALF and agent responses using five default metrics, including empathy, accuracy, and customer effort—all based on a consistent standard.
You can also customize the evaluation criteria to fit your business needs, enabling more tailored quality management.
With Topic Analysis, there’s no need to review every conversation manually. AI groups similar conversations into topics like “Delivery Inquiry,” “Refund Request,” or “Account Issue.”
Each topic shows its CX Score and volume, helping you quickly identify problem areas. Click a topic to view the related conversations instantly.
Available on Growth and Enterprise plans
Requires sufficient data: at least 100 user chats (within the past 90 days) with 2+ replies each
Applies to both ALF and agent conversations
You can manage up to 10 evaluation criteria (5 default + custom)
Recommended for: Channels using ALF with Quick Deploy Release date: April 3, 2026
Suggested questions are now shown directly above the chat button.
Customers can start conversations instantly by clicking a question—no need to type manually.
Path: [AI] → [Deploy] → [Chat] → [Quick Deploy] → Show Suggested Questions Above Chat Button
Available only with Quick Deploy enabled
Recommended for: Channels that need human judgment within automated workflows Release date: April 17, 2026
You can now pause a task and request approval from an agent when full automation isn’t appropriate.For example, when a customer submits a defective product photo for a refund or exchange.
Once the agent approves or rejects the request, the task continues automatically based on the configured next steps.
Configure separate next steps for approval and rejection
See the guide for details
Effective date: April 1, 2026You can now use ALF not just for responses, but for actual task automation—without cost concerns.
Effective date: April 24, 2026
Previously, replies to follow-up emails created a new chat.Now, they reconnect to the original conversation—preserving context and reducing duplicate chats.
Effective date: April 17, 2026
Cafe24 Hub → Cafe24
Shopify Hub → Shopify
Additionally, installing Channel Talk on Cafe24 will automatically install the Cafe24 app and publish the Order & Delivery Lookup task for immediate use.
Released April 3, 2026You can now remove multiple members at once using the Participant Management feature.
Released April 14, 2026Customer voice volume is automatically adjusted to an optimal range for a more consistent call experience.
Released April 17, 2026ALF can now analyze video files sent by customers and use them to generate responses.
Supports videos up to 60MB / 30 seconds
Up to 2 videos per session
Released April 17, 2026You can copy Team Chat messages in Markdown format for easy use in tools like Notion or Slack.
You can now open a new chat even after a session ends (within the valid time window):
Kakao: Within 30 days of the last message (Released Apr 17)
WeChat: Within 48 hours of the last message (Released Apr 24)
Announcements: