What’s new
What we shipped, with the date.
13 updates between 11 October and 6 November 2026. Each entry is a part of Axonave we finished and tested, newest first.
November 2026
Axonave AI now runs on OpenAI
We moved every AI feature to OpenAI, with the same safeguards in front of it.
- AI answers, Agent Assist, knowledge search and drafted articles all run on OpenAI.
- Requests go out with store: false, so OpenAI is asked not to keep the response.
- Card, bank and IC numbers are still masked before any AI call.
- AI usage shows the tokens your workspace used, cached ones included.
Surveys, asked inside the chat
Build your own CSAT, NPS or question-by-question survey, and ask it where the customer already is: at the end of the chat, or after their ticket is resolved.
- Stars, thumbs, faces, yes / no, NPS, choices and free text; 1 to 10 questions, with “show if” on an earlier answer.
- On web chat the survey appears as chips to tap; on WhatsApp, as buttons or a list.
- Ticket surveys go out by email link and in the customer portal.
- A low score, or an NPS of 6 or less, rings the agent and their team leader.
- Reports → Surveys: response rate, CSAT, NPS and every answer, with a CSV export.
An AI sales step that books the meeting
Add an AI sales step to a flow. It talks with the lead, asks what your sales team would ask, rates the lead and offers times your team is free.
- Leads are marked hot, warm or cold against your own criteria, with the customer’s words as the reason.
- Customers book, move and cancel meetings inside the chat, and get an .ics invite by email.
- Connect a Microsoft 365 calendar so busy times block slots. Google Calendar coming.
- Reminders before the meeting, Held or No-show after it, and one follow-up when a lead goes quiet.
- Reports → Sales follows leads from AI-qualified to booked, held and won.
Your own mailboxes, as tickets
Connect the mailboxes your team already uses. A customer’s email becomes a ticket, and your reply goes out from that mailbox, in the same thread.
- Gmail, Zoho, Yahoo, iCloud or any IMAP server, Microsoft 365 and Google Workspace.
- Sign in with Microsoft to connect a mailbox, with no password typed.
- Replies stay in the customer’s thread, with a copy in your Sent folder.
- Reply all, forward, Cc and Bcc. Replies written in Outlook or Gmail are synced back to the ticket.
- Each mailbox is tested daily. If its login stops working, the admins are told and mail waits up to 72 hours.
A WhatsApp spend estimate, and the AI pack on Basic
Meta bills your WhatsApp account directly. Reports → Chats now estimates what you’ll pay, at Meta’s own rates.
- The estimate uses Meta’s own rates and exports as CSV.
- Axonave adds no charge per WhatsApp message.
- The AI pack now works on Basic too: it switches on the knowledge base and AI for the workspace.
- Connecting a WhatsApp number from inside Axonave moved to Meta’s latest Embedded Signup. No developer needed.
October 2026
Plans, billing and self-serve sign-up
Basic, Pro and Enterprise plans, paid through Paddle. A new workspace starts on a 14-day Pro trial, no card.
- Paddle is the merchant of record: it handles invoices and sales tax.
- Upgrade any time, prorated. Downgrade at renewal. Cancel or resume at the end of the period.
- Invoices, with PDFs, in Settings → Billing.
- Monthly or yearly billing; a year costs 10 months.
Ticket categories, time tracking, privacy requests and the API
Your own ticket categories, a running timer, export and erase on request, and an API with signed webhooks.
- Your own categories with subcategories, picked in two steps.
- A running timer on each ticket, with billable rates.
- A warning when two agents are working on the same ticket.
- Export or erase a person’s data on request, for PDPA and GDPR.
- API keys for tickets, and signed webhooks for 13 ticket events.
An inbox for busy teams, and masking before AI
The agent inbox, History and the supervisor’s view were rebuilt for teams with many chats at once, and sensitive numbers are masked before any AI call.
- Compact rows, virtual scroll, keyboard shortcuts, search and filters in the inbox.
- A supervisor monitor: agents, queues, SLAs at risk and bot chats, with take-over.
- History with a full conversation page, transcript search and a download.
- Card, bank, IC and passport numbers masked before any AI call.
- Axonave support gets in only with a stated reason, for a set time, and your admins are told.
- A WhatsApp follow-up after a resolved chat opens a new, linked conversation.
A full helpdesk, on the customer record
Tickets now come from every channel and sit on the same record as the customer’s chats, leads and deals.
- Tickets from email, chat, WhatsApp, a public support form and a customer portal.
- Automations and macros. Merge, split and link tickets.
- Followers, CC, @mentions and a form for each category.
- One activity timeline per record: notes, emails, tickets and status changes.
- CSV import for contacts, leads, accounts, deals and tickets, with a preview first.
Leave a message when nobody’s free
Outside your hours, or when nobody can take the chat, the customer leaves a message instead of waiting. Your team gets it as a ticket or an email.
- On the website widget and on WhatsApp.
- A Leave a message step for your chatbot flows.
- The customer is told the message arrived; your team gets a ticket, an email, or both.
The chatbot, the flow builder and AI answers
Build a chatbot on a canvas, or let the AI answer from your published articles, with its sources shown.
- A visual flow builder with a live phone preview for each channel.
- Four modes for each channel: off, flow, flow + AI, or AI only.
- The AI answers only from your published, customer-facing articles, and shows its sources.
- Agent Assist suggests articles and drafts a reply. An agent always sends it.
- A public help centre, and articles drafted from PDF, DOCX or your website.
One set of SLAs for chats and tickets
Ticket SLAs moved onto the same engine as chat SLAs, and the queue’s wait estimate follows your team’s recent pace.
- Each SLA policy says whether it applies to chats, tickets or both.
- Waiting on the customer pauses the resolution clock, and a policy can count business hours only.
- A breach notifies the assignee and the leaders of their teams.
- Visitors see their place in the queue and an estimated wait.
Live chat routing, rebuilt
Chats go to the right person by skill, priority and who’s free, inside your business hours.
- Round robin, least busy, most idle, or the agent the customer had before.
- Skill routing with proficiency levels, and a fallback when nobody with the skill is free.
- Higher priority and VIPs first, then the longest wait.
- Business hours, holidays, queue limits and the messages customers see.
- Transfer to an agent, a team or a skill, with a note.
See any of it working on your own channels
No slides. We open the product.