Product Updates — What’s New in CX Genie

CX Genie continues to enhance usability, visibility, and operational flexibility with a new set of improvements designed to help teams manage conversations, content, and permissions more efficiently.

Here’s what’s new in this release.

Chat & Conversation Improvements

Closed Chat Filter

You can now filter closed chats directly within the conversation list.
This makes it easier to review historical conversations without affecting active chat workflows.

Bulk Close Chats

Agents can now select and close multiple chats at once.
This significantly reduces manual effort when handling high conversation volumes.

Chat Session ID in Chat Information Panel

Each conversation now displays a Chat Session ID in the chat information panel, enabling:

Easier internal tracking

Faster troubleshooting

Clearer cross-team reference

Telegram UX Enhancements

We’ve improved Telegram interactions to make conversations clearer and more reliable.

Forwarded Message Visibility (Telegram Group Chats)

Forwarded messages from Telegram group chats are now properly displayed inside CX Genie.
This preserves full conversation context and helps agents better understand message origins.

Improved Image & File Upload Handling

Enhancements include:

More stable image and file uploads from Telegram

Better consistency between Telegram and Web Chat behavior

These updates ensure smoother cross-platform communication.

Support Center Enhancements

Table Content Support

You can now upload and manage table-format content directly within the Support Center.
This makes it easier to structure information such as pricing tables, comparison charts, and structured references.

Code Block Support in Editor

The editor now supports code blocks, making it easier to document:

API instructions

Technical guides

Structured examples

This improvement is especially useful for technical documentation and developer-focused content.

Roles & Permissions Improvements

Bulk Insert Agents

Admins can now add multiple agents at once, reducing setup time for growing teams and improving onboarding efficiency.

More Flexible Ticket Permissions

Ticket permissions are now separated and configurable, enabling:

More granular role-based access control

Better alignment between team responsibilities and system access

These updates reinforce CX Genie’s commitment to operational efficiency, flexibility, and seamless collaboration across channels.

If you have feedback or feature suggestions, we’d love to hear from you — your input helps shape our roadmap moving forward.