We're excited to share the latest news from ChatSense. Over the past few months, our team has worked hard to bring features that genuinely make a difference in support operations. Here's a summary of what's new.
RAG-powered AI agents
Our most-anticipated feature has finally arrived. ChatSense's AI agents now use RAG (Retrieval-Augmented Generation) to consult your knowledge base before answering. In practice, that means the agent reads your documents, FAQs, and manuals before formulating each reply.
The result: accurate answers, grounded in your company's real information, with no hallucinations. You can feed the knowledge base with PDFs, text documents, FAQ pages, and even URLs from your website. The agent indexes everything automatically and starts using that information in conversations.
Setup is simple: go to Administration > Knowledge Base, upload your documents, and enable the AI agent on the channel you want. Within minutes, your automated support will be answering with the accuracy of a trained agent.
Advanced multichannel support
We've significantly expanded our channel support. In addition to WhatsApp, Instagram, and Telegram, we now offer native integration with Facebook Messenger and email channels with custom IMAP/SMTP support.
Each channel can have independent settings for AI agents, business hours, and routing rules. This enables differentiated strategies per channel — for example, a more informal tone on Instagram and a more technical one over email.
CRM with custom pipelines
ChatSense's CRM gained fully customizable pipelines. You can now create multiple sales funnels with custom stages, custom fields per stage, and specific automations for each transition. It's the flexibility that sales teams across different industries need.
Automations and bot flows
The bot flow builder has been completely redesigned with a visual drag-and-drop interface. You can now build complex flows with conditions, variables, webhook integrations, and handoff to humans — all without writing a single line of code.
We also added automated follow-up sequences: configure a series of messages sent automatically at defined intervals, ideal for lead nurturing and onboarding new customers.
Improved metrics and reporting
The analytics module gained new reports: performance by channel, AI vs. human comparison, conversation sentiment analysis, and volume forecasting based on historical data. All reports can be exported and scheduled for periodic delivery by email.
These updates reflect our commitment to making ChatSense the most complete customer service platform for the Brazilian and Latin American markets. If you're already a customer, the new features are available in your dashboard. If you don't know it yet, create your free account and try it for 7 days.