1,000 AI replies, safer handoffs and a new chat widget

A week about trust: a clear AI allowance, clean handoffs to your team, license details on every plan and a chat widget that looks at home on any site.

A clear AI allowance

Every plan can try the AI copilot; Premium includes 1,000 AI replies a month.

• One Copilot click, one composer rewrite or one AI agent reply counts as one AI reply. Simulator, eval and playground runs don't count.
• Free workspaces get a one-time trial of 50 AI replies, covering the AI agent and the Copilot.
• At the limit, the AI stops and conversations go to your team. No overage charges. A usage meter shows where you are, and owners get an email and an in-app alert at 80% and 100%.
• The composer's AI menu can rephrase, shorten, expand, make a reply friendlier or more formal, and fix grammar.

Handoffs your customers can trust

• A Talk to a human button in the live chat widget, and an AI badge on every AI reply.
• Customers can ask for a person on any channel. Words such as "human", "real person" and "agent" work, and so does the AI noticing the request.
• After a handoff the AI stays silent until a teammate hands the conversation back.
• Every handoff leaves one internal note with the reason, the AI's confidence, the sources it used and any unsent draft.
• AI replies to customers end with a Sources footer linking to your public knowledge base articles. On email and messaging channels they carry an AI disclosure line.
• The AI agent now answers greetings itself instead of passing them to your team, and replies in the conversation when a chat cannot become a ticket.
• The AI never replies to automated senders such as no-reply addresses, auto-responders and mailing lists.

Safer by default

• Card numbers, IBANs, passwords, API keys and tokens are masked before customer text reaches any AI model.
• Customer text is clearly marked inside AI prompts, to guard against instructions hidden in a message.

Licenses and orders on every plan

• A license and order card in the ticket and inbox sidebars shows the item, license type, purchase date, support expiry, amount and marketplace status.
• Refund and chargeback badges on tickets, conversations and list rows, and automation rules can route on them.
• Shopify licenses are verified by order number plus the matching email, and refunded or expired keys are rejected.

A redesigned chat widget

• The live chat widget has a new design, a home screen with your logo and recently active teammates, and a dark mode.
• Pick light or dark for the channel, or leave it on Automatic to follow your page's dark mode and then the visitor's system setting.
• The widget renders in its own Shadow DOM, so your page's CSS never changes it.

Your data, your way out

• Owners can export the team's tickets, conversations, customers, knowledge base and attachments as a ZIP of JSON and CSV files, on every plan.
• Cancelling is a single confirmation that includes the export link.

For developers

• MCP sign-in with OAuth: Claude, ChatGPT, Cursor and VS Code connect with just the server URL. You pick the team on a consent screen and can revoke access from Connected apps.
• Personal and app tokens can be limited to tickets, customers, conversations, knowledge, licenses or webhooks, read or write.
• New guides: the widget JavaScript API (Zono.open(), close(), identify() and onMessage()), webhook setup for each channel and the MCP server.