Roadmap

Where we're
heading next.

A clear view of what we've built and the directions we're planning. Your feedback helps us decide what matters most.

A direction, not a deadline.

Planned items can change as we learn. We'll share availability in the release notes when features are ready.

The next directions we have shared. Timing and scope can change.

Planned
Phone calls and real-time voice
Extend browser voice with phone-number calling and natural simultaneous interruption. Phone calls and live audio transfers to teammates are planned.
Planned
WhatsApp
Bring Helpnest support to WhatsApp. This channel is planned and is not available yet.
Planned
Slack
Connect Helpnest with Slack. This integration is planned; the detailed workflow and release date are not yet announced.
Planned
Agent actions
Let agents take approved actions in your tools, such as checking an order or creating a support ticket, directly from a conversation.
Planned
Conversation insights
Spot recurring questions, knowledge gaps, and support trends so your team can improve answers and prioritize updates.
Planned
Agent testing
Save common customer questions as test cases and check answer quality before rolling out knowledge or instruction changes.

Implemented features you can explore in the product guides.

Done
Browser voice (beta)
Speak to an agent in the widget, hear knowledge-grounded answers, and retain the transcript in your inbox. Requires ElevenLabs configuration; teammate handoff continues in text.
Explore feature
Done
Cloud knowledge sources
Google Drive, Dropbox, OneDrive, and Notion imports alongside websites, files, text, and Q&A. Provider configuration is required on the deployment.
Explore feature
Done
Scheduled knowledge refresh
Manual, daily, or weekly updates for websites and connected sources, with previous knowledge retained after a failed refresh.
Explore feature
Done
Self-learning
Learn from teammate replies and keep a list of unanswered customer questions.
Explore feature
Done
Revenue attribution
Understand the sales and signups associated with visitors who chat.
Explore feature
Done
Shared inbox and human handoff
Pass a conversation to your team with its history, and return it to the agent when ready.
Explore feature