Changelog
Follow up on the latest improvements and updates.
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Siena now sends intelligent acknowledgments for tickets that need human review, so your customers know their message was received and when to expect a response.
AI Autoresponder personalizes each acknowledgment based on your brand voice. Customize the prompt and Siena handles the response. Email channel only for this version.
Siena auto-applies a tag to these tickets so you can identify opportunities. This doesn't count toward your automation rate or billing.
We rebuilt how Siena tracks shipments. Siena now includes native order tracking infrastructure with direct connections to 2,000+ carriers worldwide like USPS, FedEx, UPS, DHL, and regional providers.
Most platforms require third-party tracking tools. We built this capability into the platform itself. Direct carrier connections deliver tracking responses in seconds, covering thousands of carriers without additional integrations to maintain.
What this means for you
:- Instant tracking lookups: direct carrier connections deliver responses in seconds, not minutes
- Global carrier coverage: 2,000+ carriers including all major providers and regional carriers worldwide
- Zero extra tools: No separate tracking subscriptions or integrations to maintain
If you're already using native order tracking with Siena, everything continues working exactly the same, just faster and more reliable. Also, Loop Returns(Wonderment) integration remains fully supported.
Using a third-party integration?
You might want to switch to Siena's direct tracking. Reach out and we'll walk you through the transition.new
Policies
When you update your refund policy, you update it in one automation and forget about three others. Different automations tell your customers different things. Your customers notice. Trust erodes.
Policies launches as a first-class construct in Siena. Define your refund rules, shipping terms, and subscription guidelines once and reference them everywhere. When you update a policy, it propagates automatically across all automations using it.
What you can do now:
- Create standalone policies: Name, description, and content with version history for every change
- Reference anywhere: Insert policies into any automation with one click
- Track usage: See which automations use which policies and performance stats for the last 7 or 30 days
- Start with templates: Nine pre-built templates included
Navigate to
Automations
> Policies to get started.Your best customers are browsing right now. What if Siena could start the conversation before they even ask?
Proactive Chat Campaigns send targeted messages to visitors before they open chat. "Need help picking a size?" appears after 10 seconds on a product page. "Looking for something specific?" greets website visitors. The right message when it matters most.
This helps you reduce bounce rates, increase chat engagement, and convert more of the traffic you're already driving to your site.
Get started in
App Store → Siena Channels →
Live Chat → Create/edit an existing chat instance → select Proactive Campaign tab
Siena now processes customer video attachments just like she handles images and text. When customers send videos showing damaged products, warranty claims, or product demonstrations, Siena automatically extracts context and relevant information without requiring manual review.
Use cases
- Troubleshooting: Something not working as expected? Siena watches, diagnoses, and takes action - whether that's a quick fix or processing a return or replacement.
- Warranty claims: Customer sends a video showing the issue, Siena verifies and processes the claim. No manual review needed.
- Product guidance and recommendations: Setup questions, how-to-use requests, product recommendations. Customers share a quick video and Siena walks them through it.
No setup required on your end
. It works seamlessly with your existing channels and automations. Read more.You asked, we built it: Siena Reviews Agent now supports Okendo — your most requested integration for end-to-end reviews management.
Getting started with Okendo:
- Connect through App Store → Channels → Okendo
- Configure your moderation and response settings
- Test in Playground, then go live
Quick reminder of what Reviews Agent does:
- Intelligent moderation— auto-screens reviews against your guidelines
- Automated responses— personalized replies using your brand voice + Siena Memory context
- Customer intelligence— pattern recognition across thousands of reviews feeding actionable insights to your team
When you spot something off with a response, you can now chat with AI to diagnose and fix Siena in minutes—no prompt engineering skills needed.
What you can do with Debug Assistant 🔧
- Get instant answers— describe what went wrong, get root cause + specific fixes you implement immediately
- Re-run the same response— use re-runs to verify if it's a one-off hallucination or systematic problem
- Iterate in real-time— test changes, ask follow-ups, refine until it's right, all in one session
- Escalate with context— share threads with your full investigation already packaged
How it works
- Click 🔧 next to any response in Siena Inbox (or hit thumbs down button)
- Describe what should've happened: "Siena should have offered a refund" or "Why did Siena do X?"
- Implement fixes yourself or loop in our team—your choice
Siena now automatically follows up when customers go silent after she requests information. It detects when input is needed, waits your configured time (default 24 hours), then sends a contextually relevant message. If customers still don't respond, Siena can send up to 3 follow-ups before tagging tickets and updating their status based on your preferences.
Benefits
Your team stops manually chasing hundreds of stale tickets every week. Here's what improves:
- Accurate metrics— Pending ticket counts reflect actual customer conversations, not abandoned threads
- Clean inbox— Stale tickets get resolved automatically instead of cluttering your helpdesk
- Higher completion rates— Siena finishes interactions autonomously instead of leaving them unresolved
Why it's smart:
Siena writes follow-ups based on actual conversation context and stops immediately if the customer responds or an agent jumps in.Action Needed
- Navigate to Settings → Follow-up settings to enable the feature globally.
- Add follow-ups to specific automations where you want them to trigger. Without this step, follow-ups will not work even if enabled in settings.
For more information, check out the guide.
Siena now automatically fills in important ticket details like contact reason, resolution type, and product SKU when she resolves customer conversations.
Benefits
Configure which fields Siena should populate and provide specific instructions for edge cases. Required fields get filled before closing tickets, keeping your helpdesk data complete and accurate.
Action Needed
Navigate to App Store > Your Helpdesk App > Conversation Fields. Toggle on fields you want Siena to populate. Available for Kustomer, Gorgias and Zendesk.
We added new ways that let you trigger Siena chat from any element on your website. Want an "Ask about this product" button on every PDP? A "Still need help?" link after your FAQ? A branded shopping agent launcher in your catalog? You can now build all of these.
This gives you complete flexibility to match your brand requirements—and opens up new placement options.
What you can build:
- Branded support CTAs on landing pages that match your design system
- Post-FAQ escalation triggers for customers who still need help
- Product page help buttons that launch chat with pre-filled context about that item
- Category-specific buttons for shipping, returns, or billing that pre-populate the conversation
- Custom shopping agent launchers that start product discovery conversations
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