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April 22, 2026

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Reply from the Dashboard (V1)

Take over an escalated conversation and reply to the visitor without leaving InsiteChat — works for the web widget, WhatsApp, and Telegram.
  • New composer in the Human Support dashboard ships replies back over the originating channel
  • Web widget polls every 4s for new agent messages and renders them with a green accent + “A human has joined the chat” system bubble (one-time)
  • WhatsApp + Telegram dispatch reuses the existing _send_text / _send_message helpers — replies arrive in seconds
  • New Message.Role.AGENT role + sent_by_user_id FK for full attribution; agent replies do not count against your monthly LLM message quota
  • WhatsApp 24-hour reply window is enforced with a structured 422 error so you see the failure inline
  • “Hand back to AI” button + live mute countdown chip in the dashboard

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Smart Handoff Intent Detection

Visitors don’t always say “talk to a human” verbatim — now they don’t have to.
  • Multilingual: non-ASCII messages (Spanish, Hindi, Arabic, etc.) skip the keyword pre-filter and go straight to the LLM
  • LLM classifier: Gemini 2.5 Flash Lite picks up frustration, implicit asks, and ambiguous phrasing
  • SHA-256 cached so repeated phrases cost nothing
  • Atomic per-conversation rate-limiting prevents spam from blowing up classifier costs
  • Powers handoff on both WhatsApp and Telegram (Scale + Enterprise)

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Unified AI Mute (Rolling 24h)

Replaces the old WhatsApp-only wa_paused:* Redis key with a unified agent_handling:{conv_id} key that works across web, WhatsApp, and Telegram.
  • Mute is rolling — every agent reply refreshes the 24h timer
  • Auto-resumes the AI if the agent stops replying for 24h
  • Cleared instantly on Mark resolved or Hand back to AI

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Unified Escalation Webhook

The conversation.escalated event now fires for every channel (was web-only), with one new field:
  • channel — inferred from the session_id prefix: web / whatsapp / telegram / unknown
Existing webhook handlers continue to work; new ones can route on data.channel.

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April 2026

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Persona Library Expansion

The persona picker grew from 5 built-ins to 13 — Default, Default (Classic), Neutral, Professional / Formal, Informative, Engaging, Inspirational, Playful / Funny, Sales Expert, Consultant, Problem Solver, Urgent & Action-Oriented, Empathetic Support — plus a Custom option for hand-written instructions. Switch personas without retraining.

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WhatsApp Cloud API (BYOK)

Deploy your chatbot on WhatsApp using your own Meta Business credentials — no per-message markup, no reseller middleman.
  • Bring your own App ID, Phone Number ID, WABA ID, and permanent access token
  • InsiteChat validates against Meta’s API at connect time
  • Same RAG pipeline as web chat; messages count against your monthly quota only
  • Read receipts, conversation history, plan-quota enforcement, deduplication on Meta message_id

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OneDrive + SharePoint Backend (UI Coming Soon)

Microsoft Graph integration is live in the backend — OAuth, file picker API, and ingestion all work end-to-end. The dashboard picker UI is rolling out shortly; contact support to enable manually in the meantime.

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Live Chat Integrations

  • Crisp — AI auto-reply for Crisp live chat
  • Freshchat — AI first-line support for Freshworks
  • Zendesk Chat — AI-powered ticket replies

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CRM & Automation

  • HubSpot CRM — Auto-sync captured leads to HubSpot contacts
  • Zapier — Outgoing webhooks with HMAC-SHA256 signing, 3 retries
  • Slack — Real-time notifications for leads, conversations, escalations

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Channels

  • Telegram Bot — Deploy chatbot as a Telegram bot with full RAG pipeline
  • WordPress Plugin — Install and paste Chatbot ID, no coding needed
  • Shopify App — Theme App Extension for Shopify stores

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Infrastructure

  • Flower Dashboard — Celery monitoring on port 5555
  • Webhook System — Outgoing webhooks with delivery log and retry
  • Shared Chat Helper — Unified RAG pipeline with billing enforcement across all channels

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Security

  • Moved all Docker secrets to .env file references
  • Rotated all exposed API keys
  • SSRF protection in web crawler
  • Email rate limiting, file upload validation, API key rate limits

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March 2026

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Launch

  • Initial release of InsiteChat.ai
  • RAG pipeline: crawl, chunk, embed (OpenAI/Gemini), hybrid search (vector + BM25 with RRF fusion)
  • Google Drive, Notion, Dropbox integrations
  • Embed widget with branding customization
  • Lead capture and escalation to human
  • Plans: Free, Starter (15/mo),Growth(15/mo), Growth (30/mo), Scale ($150/mo)
  • Razorpay payments (INR)