Chatbot Studio release notes (December 2025)

Analytics

This release sees several updates to the charts on the Analytics page. These updates give more insights to how your bots are performing.

The Conversations chart now offers more insight into why chats were transferred to an agent. In addition to seeing how many conversations were Handled by the chatbot, you can now also see how many were transferred: ...by design. Transferred because that is intended behaviour in the conversation. ...by request. Transferred because the user asked for that. ...by fallback. The bot was unable to provide an answer. ...(not specified). Transferred for an unknown reason.

Two changes for the Messages chart: Answered messages are now divided into answers which were Intent-based, and answers which were AI-generated. Previously, when the bot was unable to provide an answer to the user's question but was able to provide a suggestion ("Did you mean...?"), this would be reported as unanswered. In this update, you will be able to see those cases on the Messages chart as Suggested.

Updates to the Intent Matches chart including:

• When you click to select an intent, you can now click Go to details to be taken to the edit screen for that intent, or Go to conversations to go to the Conversations list for the bot, filtered to show only conversations that include the selected intent. 

Open in new tab

This release introduces a much-requested ability to open Studio in a new tab. You can Ctrl+click, Cmd+click or right-click and select Open link in new tab in various places around Studio, including:

• The Intents page, to open an intent in a new tab.
• The Scenarios page, to open a scenario in a new tab.
• The Conversations page, to open a conversation in a new tab.
• The Unanswered messages page to view a message in a new tab.
• The Analytics page. where you can open a new tab from the new Go to details or Go to conversations buttons.

Preview

• Updates to the Bot Preview in Studio to bring it more in-line with the normal webchat widget's functions.

Conversations

• Previously, the Conversations page would show a maximum of 1000 conversations. This limit has been removed, but the conversation list is now paginated, you can select that each page of the list will display up to 500 conversations.

Intents

• Increased the default size of the then bot replies field.