Tiledesk Update – AI Conditions, File Controls & Widget Rules

We’ve been busy lately and are excited to share some of the latest improvements at Tiledesk.

This release introduces the powerful new AI Condition feature for smarter automation, along with expanded file upload controls, page-level widget targeting, and a collection of usability fixes and workflow enhancements to streamline daily operations.

New AI Condition: Smart Routing Based on Context

You can now use AI to evaluate the context of a conversation and dynamically trigger the right path.
If the AI detects signs of urgency or frustration, it can automatically handover to a human agent. But that’s just the beginning.

You can also configure it to:

• Route to another flow

• Switch department

• Adjust conversation priority

• Change language

• Assign tags

• Call a webhook

This means your flows become adaptive and emotion-aware, improving both automation quality and user satisfaction.
You can customize the logic, write system instructions, and choose your preferred AI model — including OpenAI, Anthropic Claude, DeepSeek, Google Gemini, Grok, and others.

Smarter Project Controls

We’ve added new tools to give you more control over how and where the platform behaves:

• Control Widget Visibility by Page
  You can now define exactly which pages of your site should display the widget. Configure this in Widget Settings.

• Manage File Upload Types
  In Project Settings > Advanced, you can now set which file types users are allowed to upload from the agent chat.
  We’ve also added support for .xls and .xlsx formats.

• Whitelist for URL Submissions
  You can now restrict URL submissions based on a domain whitelist, improving control over external links.

UI Improvements

• Agent Messages Now Use First Name
  Messages sent by agents now display only the first name instead of full name, creating a more personal and concise conversation style.

• Tooltip on Upload Button
  A tooltip has been added to the file upload button in the conversation detail, showing the maximum file size allowed.

• Confirmation Dialog for Deleting Canned Responses
  You’ll now see a confirmation popup before deleting a saved quick reply — preventing accidental deletions.

Bug Fixes

• Fixed a bug that prevented uploading .xlsx files

• Fixed an issue where clicking to change a user’s status didn’t work

• Tooltip now disappears correctly after clicking

• Fixed a bug where duplicating an AI Agent didn’t work

• Updated the markdown library for better rendering stability

AI Token Limit Adjustment

We’ve increased the max_tokens limit from 8,192 to 100,000 for all supported models that allow it, including GPT‑5 and others. This enables the use of much longer prompts or responses, giving you more flexibility when working with complex inputs or extended context.

These improvements make Tiledesk more reliable, more enjoyable to use, and better prepared for the variety of content and workflows our users rely on every day.

Book your free demo and experience the new improvements in action