Changelog: Otoq v1.6.0 — Live Operator Improvements & Shopify Sync

One week after our security hardening release, we're shipping Otoq v1.6.0 with improvements driven directly by user feedback. This update focuses on making live operator reply faster, Shopify integration smoother, and analytics more actionable.

Live Operator Reply Improvements

The live operator reply feature has been significantly upgraded based on early adopter feedback:

• Real-time message streaming — operator replies now appear in the customer's widget instantly, no refresh needed
• Conversation assignment — assign conversations to specific team members from the dashboard
• AI-suggested replies — when a conversation is handed off, the AI suggests 3 draft responses based on the conversation context and your knowledge base
• Improved email notifications — faster delivery with conversation preview and one-click reply link
• Typing indicators — customers see when an operator is composing a response

Shopify Product Catalog Sync

Shopify integration (available on Starter plan and above) now includes automatic product catalog synchronization:

• One-click product import — sync your entire Shopify product catalog as knowledge base entries
• Automatic updates — when you update a product in Shopify, the knowledge base updates within 1 hour
• Rich product data — imports titles, descriptions, prices, variants, inventory status, and images
• Collection support — products are organized by collection for better retrieval accuracy
• Handles up to 10,000 products per store on Growth plan

Conversation Search & Filters

Finding specific conversations is now much easier:

• Full-text search across all conversation messages
• Filter by date range, sentiment, status (active/resolved/handed-off), and lead capture
• Sort by most recent, longest conversation, or most negative sentiment
• Bulk export filtered conversations to CSV for external analysis

Analytics Enhancements

The analytics dashboard now provides more actionable insights:

• Resolution rate tracking — see the percentage of conversations resolved without human intervention
• Peak hours heatmap — visualize when your customers are most active
• Topic clustering — AI-powered grouping of conversations by topic to identify common questions
• Week-over-week comparison — track how your metrics change over time
• Lead capture funnel — see drop-off points from conversation to captured lead

Performance & Reliability

Under-the-hood improvements for a faster, more reliable experience:

• 40% faster widget load time through optimized script bundling
• Improved RAG retrieval accuracy with better chunk ranking algorithm
• Reduced AI response latency by 300ms on average through streaming optimizations
• Enhanced rate limiting to prevent abuse while ensuring legitimate customers are never blocked
• Circuit breaker improvements for graceful degradation during AI provider outages

Bug Fixes

Squashing bugs reported by our early adopters:

• Fixed widget not appearing on some Shopify themes with strict CSP headers
• Fixed conversation list not updating in real-time on the dashboard
• Fixed lead export including duplicate entries when conversations spanned multiple sessions
• Fixed analytics date picker not respecting user timezone
• Fixed agent personality setting not persisting after editing knowledge sources

What's Next

We're already working on v1.7, which will include: WhatsApp and Instagram DM integration, custom webhook events for CRM automation, a visual conversation flow builder for guided interactions, and team performance analytics. Follow our blog for updates, and as always, your feedback directly shapes what we build next. Reach out anytime at support@getotoq.com.