Free Text in WhatsApp Campaigns

Content leaders can now send free-form WhatsApp messages to customers with unlocked conversations (i.e., within 24 hours of the customer's last message) as part of a campaign. This allows for more personalised communication without the need for a pre-approved template, helping reduce costs. These messages appear alongside regular campaign WhatsApp messages, and the campaign report includes a breakdown of recipients reached through both template and open text messages.

Audiences Management and Dynamic Filters

Admins and team managers can now create and manage campaign audiences to ensure that only the right customers receive relevant communications, reducing unwanted or irrelevant messages. Audiences can be built by uploading static files or by configuring filters. These filters can be saved either as static lists or as dynamic rules that automatically update the audience by continuously pulling matching contacts from the customer database, enabling more targeted and effective campaigns.

Recurring Campaigns

Content leaders can now schedule recurring campaigns to be sent automatically at set intervals, making it easier to manage routine communications such as holiday greetings, sales announcements, and reminders. This saves time and effort for content managers.

For best results, combine recurring campaigns with dynamic filters to automatically target relevant customers, for example, to send renewal notices or subscription expiry reminders—helping to reduce churn and improve customer engagement.

SysAid Integration

The new SysAid integration connects customer-facing communications with internal IT service management (ITSM) processes, enhancing visibility and streamlining operations. It enables seamless synchronisation between customer support conversations and SysAid tickets, allowing IT teams to efficiently track, prioritise, and resolve issues raised through customer interactions.

Adding Websites to Knowledge Base

Admins can now extract content from specific websites and URLs to create knowledge base articles for internal use. This allows the AI agent to draw on up-to-date, aggregated information to provide quicker, simpler, and more cost-effective responses to both customers and agents.

Object API for Changing Channels

Developers can now remotely switch a conversation’s channel (stream) via the Object API, with full system functionality. This includes logging the routing change as an activity remark and triggering any relevant customer notifications when omnichannel routing is applied. The feature supports smooth remote transfers between internal channels—for example, moving a customer from “General Chat” to “Sales Chat”—ensuring continuity and context across departments.

Searching by Email’s Subject

Agents can now search for email conversations by subject line, making it easier to locate and manage customer inquiries. This enhancement improves efficiency, shortens response times, and supports better overall productivity.

Time Limit of Satisfaction Survey Responses

Admins can now configure a time limit for customer satisfaction surveys sent at the end of a conversation. Once this time window has passed, any customer response to the survey will initiate a new conversation, helping to prevent confusion and ensuring that follow-up messages related to new or unrelated issues are properly routed.

Potential Conflict Detection in Rules

Admins can now receive alerts when a potential conflict between active rules is detected. This new safeguard helps prevent unintended behaviours that could impact system performance or result in customer-facing issues, supporting more reliable and consistent service delivery.