What shipped this autumn

Here is what we added to Merrows in October, shaped by the conversations our customers have with their shoppers and callers. Everything below is live in every workspace today.

Each workspace has a set of skills: order status, returns, exchanges, subscriptions, and the rest. Switch one off in the Playbook and publish, and the live conversation stops offering it on every channel.

A customer who asks for a skill you have turned off is offered a person by default. If you prefer the rep to decline politely instead, that is a setting on the skill.

You can now cap spend at the credits your plan includes. When the cap is reached the rep stops answering, you get one alert, and new email goes straight to your own inbox until the next billing period. Nothing beyond the allowance is billed.

With the cap on, your monthly bill is your plan price and nothing more.

Links in chat replies are now clickable, on the website widget and in the portal. The rep links to hosts you trust: your own website, your connected store, and the sources behind your approved answers.

Each link is shortened so it reads cleanly in a chat bubble, and a host outside that set stays as plain text.

When a visitor asks for a person, the rep now tells them exactly how your team will follow up. With an email or a phone number on file, it names the one your team will use. With neither, it confirms the request has been passed on and invites the visitor to come back.

Before it looks up an order, the rep now asks for the order number or the email address on the order, every time. A message that only mentions an order is not treated as one. There is a separate post on how that check protects your customers.

When we improve a standard skill, the update arrives in your Playbook as one line per skill that you can apply, test and publish. Saved checks run again whenever you change a rule. A cancellation your rules do not allow is declined at the start of the conversation with the rule named, before the customer confirms anything.

Cards and previews now show plain labels throughout, so the editor reads in the language of your business.

The Shopify app now uses access tokens that expire and renew on their own, as Shopify asks of apps in its store, and connected stores kept working through the change.

The public demo page gives each visitor a task to finish for their sector, such as ordering a meal or returning an item, and shows the record it produced beside the chat. On the phone, the rep now waits for the caller to finish speaking before it answers, so calls feel more natural.