Article Suggestions Based on Chats (Beta): AI analyzes chat data and suggests articles to add or update.
Ask CoS Why ALF Responded That Way: Ask AI Chief of Staff to explain any ALF response and make edits directly.
Recommended for: Channels looking to manage articles more efficiently
Release date: 2026-07-22 (Wed)
Now in open beta: AI analyzes your chat data and suggests new articles to create or updates to existing ones. It identifies knowledge gaps from past chats, groups similar cases, and drafts new articles or recommends edits to existing ones. Reviewers simply approve or reject each suggestion, and approved changes are applied to your articles immediately.
Path: Customers > Support > ALF > Suggestions
Steps: Click a suggestion from the list to review the proposed changes. Reject any items you don't want to apply individually, then click [Apply] to update your articles.
Requirements: Growth plan or above, with 100+ chats in the past 2 weeks (including ALF chats)
Only team members with Documents edit permissions can approve suggestions or request new ones.
Analysis runs automatically every 2 weeks. You can also trigger it manually with [Get Latest Suggestions]. Each suggestion shows how many chats it's based on, and you can click through to review those chats directly.
You can reject individual suggestions and apply only the ones you want. Applied suggestions are tracked in the Suggestion Log and Documents revision history.
Free to use during the open beta period.
Recommended For: Channels looking to improve ALF's resolution and engagement rates by refining its responses.
Release Date: July 16, 2026 (Thursday)
You can now ask CoS why ALF gave a specific response. For example, share a chat link and ask, "ALF told the customer the discount is 15% — why?" CoS will analyze the Knowledge, Rules, and Tasks referenced in that chat and explain what drove the response. If the issue traces back to a rule or task, you can fix it right there in the same conversation, making it easy to review and improve ALF's response quality on the spot.
Recommended For: Teams looking to streamline work with AI
Release Date: Varies by feature
CoS is evolving fast, moving beyond answering questions to reading and analyzing your Channel Talk data, and making configuration changes, all in a single conversation. Here's a roundup of what's new.
User Chat and Team Chat Analysis: CoS can now read and analyze User Chats and Team Chats.
ALF Rule and Task Management: CoS can create and edit ALF Rules and Tasks directly.
Article Generation from Chats: Generate articles from User Chat content to quickly build out the knowledge your ALF references.
Notebook Integration: Save analysis results to Notebook, re-run them anytime, and compile charts and tables into a dashboard.
Channel Talk Settings via Chat: Manage your Channel Talk setup conversationally. Create and edit macros, update operating hours, configure channel and bot profiles, and add or remove chat tags.
Cafe24 and Shopify Integration: Connect your apps and ask CoS directly about order, product, and sales data.
Conversation Sharing: Share your CoS conversations via link, either within Channel Talk or externally.
CSV Export: Download any table CoS generates as a CSV file.
Recommended For: Teams that monitor ALF Statistics and want to quickly identify areas for improvement
Release Date: 2026-07-16 (Thu)
Path: [Customer] > [Support] > [Statistics]
ALF Statistics are getting a more intuitive redesign. The new insights banner now surfaces topics with the highest or fastest-rising negative rates, and the factors most responsible for negative chats, all without opening conversations. Click any banner item to jump directly to the supporting chats and take action, whether that's updating an article or editing a Task.
Task and Knowledge statistics now include a daily change chart. Track how the share of chats with Task executions or Knowledge references, and their resolution rates, shift over time compared to the previous period.
Path: [Team] > [Analytics] > [By Chat]
The "CX Score Distribution & Topics" section has been redesigned as "AI Chat Analysis." You can now see a breakdown of the factors behind positive and negative ratings, along with trends in chat quality and negative rate by topic.
When downloading message data, ALF messages are now included so you can analyze ALF's actual responses alongside the rest of your chat data.
Channel Talk's OpenAPI has been significantly revamped to make integration faster and easier. Here's what's improved:
All API fields and specs are now fully documented, with expanded examples for each API.
Restructured API docs let you understand each API's purpose and how to call it at a glance.
An MCP server with 80+ tools makes integration seamless in AI Agent environments.
CoS has been trained on the OpenAPI docs, so you can ask AI CoS any integration questions and get answers instantly.
As part of this update, the existing API docs (api-doc.channel.io) will migrate to the new version, and the endpoint URL will change. The legacy API will be supported for at least one year, so please migrate to the new endpoint by July 9, 2027. For more details, see the full notice. (→ View Notice)
Before: `api.channel.io/v5/...`
After: `api.channel.io/...`
The Channel Works update released on June 30 isn't just a visual refresh — it's been redesigned to help you work faster with fewer clicks.
What's better in the new Channel Works:
Menus are now organized into three sections: [Customer], [Team], and [AI CoS], so you can reach what you need faster.
System logs are collapsed by default and the detail panel layout is cleaner, so you can focus on customer conversations.
The mobile app has been updated too, letting you navigate your most-used menus with one hand.
The legacy admin interface provided during the transition period will be sunset on Thursday, July 30, as previously announced, and all users will be automatically switched to Channel Works. For more details, see the full notice. (→ View Notice)
Google Calendar: Connect Channel Talk with Google Calendar so CoS can check calendar events and handle scheduling. (→ Learn More)
When composing a message in a Team Chat or User Chat, you can now drag to reorder attached images, files, and buttons. No need to delete and re-upload, just drag them into place.
A review modal can now be enabled to let you check your email draft before sending. This gives you one last chance to review the content and reduce the chance of mistakes.
Operator status is now displayed in the header. You can check your current status at a glance without navigating to a separate menu, making it easier to manage chat operations.
Videos attached in a chat can now be previewed inline. Watch the video directly in the chat window without downloading it separately.
The Task detail screen is now split into "View Mode" and "Edit Mode." Active Tasks open in View Mode by default. To make changes, click the [Edit] button in the top right. Changes made while editing are auto-saved to version history so nothing gets lost, and edits only take effect in the live version once published.