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HelpCrunch

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Velocity1.7

HelpCrunch is rebuilding around AI Agents while keeping the multichannel-inbox basics tight.

ai-agentscustomer-supportmultichannel-inboxmobile-sdkpermissionsbranding
◆Current state
HelpCrunch's recent year is anchored by the AI Agents launch (August 2025) and a follow-up upgrade (March 2026) that added multi-source answer synthesis and stronger underlying models. Around that, the team is shipping inbox permissions, custom-domain branding for transcripts and resends, popup display logic, mobile chat search and steady SDK stability work. Cadence is monthly-ish with chunky bundled releases.
◆Where it's heading
The shape of the product is shifting. Live agents and macros are no longer the centerpiece — AI Agents are, with HelpCrunch positioning itself to handle a large share of customer requests automatically. The supporting work keeps the conversational substrate trustworthy: branding, permissions, mobile reliability, popup targeting. The combination reads as a deliberate move into AI-first SMB customer support.
◆Prediction
Expect deeper AI Agent capabilities — handoffs to humans, structured tools, richer source connectors — and pricing that explicitly rewards automated resolution. Watch for the next AI Agents update to focus on agent-callable actions (refunds, ticket updates, CRM writes) rather than just better answers.

◆Recent moves

  1. 2mo ago

    Mobile cleanup: New chat search in apps & SDK stability

    Mobile inbox apps gain chat search and the SDKs get a round of stability fixes. Quality work that keeps the mobile surface usable for support agents on the move.

    View source ↗
  2. 2mo ago

    Custom domain for chat transcripts, new permissions, and more

    Custom domain for chat transcripts, new block/unsubscribe permission controls, open-link settings for auto and manual messages, and a clipboard paste fix. A typical bundled release tightening branding and admin controls.

    View source ↗
  3. 3mo ago

    AI Agents supercharged: Multi-source answers and enhanced accuracy

    ⚡ SPARK

    Major upgrade to AI Agents: stronger underlying models, multi-source answer synthesis, smarter conversation flows. Pushes the AI deflection thesis from 'launched' to 'production-grade' and is the standout release in the recent batch.

    View source ↗
  4. 4mo ago

    Control first chat assignment, new Popups display rule and more

    First-chat assignment routing, popup timing rules, knowledge-base paragraph formatting tweaks. Useful operational controls that round out the human-agent side of the product.

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  5. 7mo ago

    Launch popups via JavaScript API, clickable phone number and more

    JavaScript API to launch popups, hotkeys for mark-read/unread, click-to-call from contact profiles, and smarter Assignment Rules. Mid-tier productivity work for support teams already on the platform.

    View source ↗
  6. 10mo ago

    Introducing HelpCrunch AI Agents: Multichannel and fully under your control

    ⚡ SPARK

    Initial launch of HelpCrunch AI Agents — multichannel, with positioning to automate up to 80% of customer requests. The directional pivot the more recent releases revolve around.

    View source ↗