2026.06.30 Major Update

Channel Talk is ending the first half of 2026 with another major update.

Meet CoS, your AI Chief of Staff, along with a redesigned Channel Talk experience that makes AI easier to use. We're also introducing Notebook, a new AI-powered workspace where you can bring your data together to analyze and manage it in one place.

• CoS (Chief of Staff): An AI assistant for team members that analyzes your customer conversations and business data using natural language.

• Channel Works redesign: A refreshed web and mobile experience, plus an improved Task editor that helps you stay focused on your work.

• Notebook: A workspace for analyzing and managing your Channel Talk data in one place—no SQL required.

Explore the new Channel Talk today. ️

We'll also be sharing practical CoS use cases and tips for getting the most out of the new Channel Works experience, so stay tuned!

Recommended for: Teams that want faster data analysis and channel management

Available: June 30, 2026 (Tue)

CoS (Chief of Staff) is an AI assistant designed for your internal team. It analyzes your Channel Talk data and helps manage your workspace.

Unlike general-purpose AI tools like ChatGPT, CoS connects directly to your customers, conversations, and business data, so it can answer questions about your business immediately. While ALF helps you serve customers, CoS helps your team work more efficiently behind the scenes.

1. Analyze data with natural languageJust ask questions like:

• "Compare this month's chat volume to last month."

• "Show me a chart of order trends."

CoS instantly generates tables and charts using data from orders, payments, customer conversations, and more—all in one place.

2. Save analyses in NotebookSave frequently used analyses to Notebook so you can revisit them anytime or share them with your team.

3. CoS remembers contextCoS remembers previous conversations, so you can simply ask, "Run the same analysis you did last time," and continue where you left off.

• Team ALF has been upgraded to AI CoS. Existing Team ALF features will be retired after June 29.

• To connect external data sources:

  • Channel Settings → Data Sources & Analytics → Data Sources

  • Team → Drive

• Existing @ALF mentions have been replaced with @CoS.

• AI Writer, Web Search, and Document Search remain available.

Recommended for: Teams that manage data with files and want to use it for AI analysis

Coming in: July 2026

Upload the files you want CoS and Notebook to reference into Drive, just like you manage knowledge for Customer ALF.

Simply upload your files—no database connection required—and CoS and Notebook can immediately use them for analysis.

• Location: Team → Drive

• Upload CSV, TSV, and XLSX files and organize them into folders.

• Set sharing permissions for specific team members.

• Choose whether CoS can reference each file.

Recommended for: Teams making data-driven decisions

Available: June 30, 2026 (Tue)

If data analysis has been slowing you down, Notebook makes it dramatically faster.

Connect both your Channel Talk data and external data sources, then build analysis reports by combining charts, tables, and written insights, all without SQL or coding. Share your reports with your team in just a few clicks.

• Analyze data using natural language—no SQL or Python required.

• Save completed analyses as dashboards and share them with your team via links.

• Schedule dashboards to refresh daily or weekly with the latest data.

• Create a Notebook from Team → Notebook → + New Notebook.

• Connect external sources like Google Sheets and BigQuery to analyze them alongside your Channel Talk data.

• Asking CoS to generate Notebook analyses with natural language will be available in a future update.

Recommended for: All Channel Talk team members

Available: June 30, 2026 (Tue)

The Channel Talk workspace has been redesigned from top to bottom. The Inbox now makes conversations easier to follow, while the mobile app and Task editor have also received major improvements.

1. Switch workspaces based on what you're doing

A new navigation at the top lets you switch between three dedicated spaces:

Customer / Team / AI CoS

Each space shows only the menus relevant to that workflow, reducing clutter and helping you focus. The left navigation menu has also been reorganized.

• Customer Space: Inbox, Contacts, Support, Marketing, Dial

• Team Space: Team Chat, Documents, Analytics, Notebook, Drive

• AI CoS Space: Dedicated CoS workspace

You'll also be able to customize which spaces are shown in a future update.

2. Understand conversations at a glance

Customer messages now appear on the right, while team member messages stay on the left. Even when multiple agents collaborate or conversations are handed off, the layout remains consistent.

Highlights

• Log messages are collapsed by default and can be expanded only when needed.

• Internal chats have a calmer design that keeps customer conversations front and center.

• Previously sent internal messages are highlighted when composing new ones, helping prevent accidental customer replies.

3. Better mobile conversations

The mobile app has been refreshed on both iOS and Android. Internal notes can now be collapsed in customer conversations, making it much easier to follow discussions on smaller screens.

Update to the latest version to try it.

4. A more powerful Task editor

The Task editor has been redesigned to make editing faster and easier.

Highlights

• A step list is always available on the left for faster navigation.

• Full-screen editing provides more room to build workflows.

• Insert functions directly inside Agent Instruction steps.

• Code steps now autocomplete matching function names.

• Let ALF automatically fill required function inputs using conversation context.

Other improvements

• The right-side information panel in Inbox has been simplified and is expandable only when needed.

• Team Chat now offers a more spacious layout.

• Rooms with draft messages display a pencil icon so unfinished messages are easy to spot.

Good to know

If you use Channel Talk in a web browser, you can switch back to the previous interface between June 30 and July 30.

To switch back: Click your profile in the right panel → Turn Channel Works OFF.

Recommended for: Teams using ALF for product recommendations during customer chats

Available: June 30, 2026 (Tue)

Add products to your ALF knowledge, and ALF will automatically recommend the most relevant ones based on each customer's conversation.

Simply enter a product URL and we'll automatically fetch the product image, title, and price.

• Location: Channel Settings → Customer Space → ALF → Knowledge → Recommended Products

• Product details are automatically imported from the URL and can be edited afterward.

• Add up to 20 products.

• ALF recommends up to three products in card format with a personalized recommendation message.

• Available for Chat ALF only.

• Currently available as a beta feature.

Recommended for: Teams that frequently update ALF and want to maintain response quality

Available: June 30, 2026 (Tue)

Before applying changes to customers, you can now automatically test your ALF configuration.

Instead of manually previewing every update, run saved test scenarios and receive automatic quality scores. Compare new and previous results side by side to see exactly how your changes affected ALF.

• Test Cases: Save customer goals, success criteria, and simulated customer personas for repeated use.

• Run Tests: Test all scenarios or selected ones. Your current ALF configuration is automatically saved for each run.

• Automatic Evaluation: ALF simulates customer conversations and records success, CX Score, and evaluation reasoning automatically.

[Important] All Devices Will Be Automatically Logged Out on June 29

Effective: June 29, 2026 (Mon) evening

To strengthen security, all Channel Talk accounts will be automatically logged out of the desktop app, web browser, and mobile app on the evening of June 29.

After logging back in, you can continue using Channel Talk as usual. We recommend confirming your login credentials in advance.

See the preparation guide for more details.

Effective: June 29, 2026 (Mon) evening

The Channel Talk admin URL will change from desk.channel.io to channel.works.

The previous URL will continue to redirect automatically for at least two years, but we recommend updating your bookmarks and internal documentation to the new address over time.

If your organization uses a firewall or network restrictions, be sure to add channel.works to your allowlist. Otherwise, you may experience issues accessing Channel Talk.

See the announcement for more details.

Effective: July 3, 2026 (Fri)

As more apps continue to be added, we're moving the App Store menu to make it easier to access.

Current

• Channel Settings → Integrations → App Store

New

• Channel Settings → App Store

Effective: June 30, 2026 (Tue)

Team ALF is being replaced by AI CoS.

Please note that conversation history from Team ALF will not carry over. Be sure to save any important conversations before the transition.

The following features will continue to be available:

• @ALF mentions in Team Chat

• AI Writer

• Web Search

• Document Search

Effective: June 30, 2026 (Tue)

The maximum number of team members per channel has increased from 2,500 to 10,000 across all Free, Growth, and Enterprise plans.

As part of this change:

• Team Chat participant lists now display all team members, regardless of online status.

• Inbox assignee lists now display all team members, regardless of whether they're online or away.

Available: May 29, 2026 (Fri)

If you're using Cafe24 Builder, ProductView events are now automatically collected whenever customers view a product detail page.

Events are tracked when:

• Product metadata is available in the page's meta tags, or

• The URL contains /product/detail.html

The following information is collected:

• Product ID

• Product name

• Product price

This makes it easy to create campaigns targeting customers who viewed specific products.

• Where to set it up: Marketing → Campaigns → Events

• Where to view it: Contacts → Customer Profile → Events

Available: June 11, 2026 (Wed)

When previewing a Workflow Task, you can now choose whether to run it in the Test or Live environment.

The Test environment lets you safely verify behavior without affecting real customers or production data.

Available: June 26, 2026 (Fri)

You can now send SMS messages directly from Tasks.

• Test Preview: No SMS is sent and no charges apply.

• Live Preview: SMS messages are sent and standard messaging fees apply.

Available: June 30, 2026 (Tue)

The eligibility criteria for CX Score evaluations have been updated.

Before

• 2 or more agent messages (human or ALF)

• 2 or more customer messages

Now

• 1 or more agent messages (human or ALF)

• 1 or more customer messages

Additionally:

• A new Excluded from Evaluation stage has been added to the resolution funnel.

Available: July 3, 2026 (Fri)

Under Meta's policies, regular messages can't be sent more than 24 hours after a customer's last message.

You can now send Meta-approved WhatsApp template messages directly from Channel Talk, allowing you to continue messaging customers after the 24-hour window.

The following apps are now available in the App Store. See each app's guide for setup instructions.

• Commerce: SHOPLINE, makeshop by GMO

• Logistics & Inventory: Shipment Tracking

• Other: Open Data Source

Godo Mall

• View customer order details directly in the Inbox's right-side panel.

• Order Completed and Payment Completed events are now supported.