New Campaigns Board

Managing campaigns is now faster and easier with a redesigned Campaigns Board.

What's new

• Campaigns are now grouped into Active, Scheduled, and History tabs.
• Improved navigation and filtering.
• Faster search to quickly locate campaigns.
• Follow-up campaigns now appear under the original campaign, making it easier to track progress and fallback activity.

Benefits

• Find campaigns faster.
• Spend less time navigating.
• Keep related campaigns together for better visibility.

Manual Webhook Event Retry

Webhook failures can now be retried manually.

What's new

• Retry failed webhook events without waiting for the automatic retry schedule.
• Retry history records each manual attempt separately.
• Failed events can be resent directly from the Failed Events page or the event details screen.

Benefits

• Faster recovery from webhook failures.
• Greater control over event delivery.
• Improved reliability for integrations.

Granular Instagram Message Controls

Gain more control over which Instagram interactions create conversations.

What's new

• Enable or disable Direct Messages, Posts and Mentions individually.
• Control whether Story Mentions are received as Direct Messages.
• Existing channels retain current behaviour unless updated.

Benefits

• Reduce inbox noise.
• Route only relevant interactions.
• Tailor Instagram channels to your organisation's needs.

Email Two-Factor Authentication

Email can now be used as the one-time password delivery method for Two-Factor Authentication.

Benefits

• Greater flexibility when configuring Two Factor Authentication.
• Supports organisations with specific security or compliance requirements.

Agent Time in Voice Channel Status

The Real Time Dashboard now shows how long each agent has remained in their current voice status.

Benefits

• Better visibility of agent activity.
• Easier workload management.
• Quickly identify agents remaining in the same status for extended periods.

Agent Involved Filter in Advanced Search

Advanced Search now includes an Agent Involved filter.

Benefits

• Find conversations involving a specific agent.
• Support investigations and auditing.
• Improve workload analysis.

Agent Level SLA Compliance

Track SLA performance at the individual agent level.

What's new

• Configure an Agent First Response SLA target.
• New SLA Compliance column within the Agents table.

Benefits

• Monitor first response performance.
• Improve individual SLA reporting.

Admin Assignments in WhatsApp Groups

All participating agents can now be assigned as administrators within WhatsApp groups.

Benefits

• Easier group management.
• Reduced dependency on a single administrator.
• Better collaboration.

Improved Real-Time Connection Notifications

Connection interruption notifications are now more visible.

Benefits

• Quickly identify connection issues.
• Copy diagnostic information for troubleshooting.
• Reduce the risk of agents working with outdated conversations.

User Permissions for File Attachments

File attachment permissions can now be managed for individual users.

Benefits

• Improve security.
• Prevent unauthorised file sharing.
• Support organisational compliance policies.

Extended CRM Update Support

CRM update workflows now support additional related records.

Benefits

• Save conversation summaries and transcripts to supported CRM records.
• Improved support across multiple CRM integrations.

Campaign Report Failure Details

Campaign reporting now provides more detailed WhatsApp delivery failure information.

Benefits

• Separate failure codes from descriptions.
• Improve filtering and reporting.
• Gain better insight into delivery issues.

Agent Load Widgets

Two new Agent Load widgets have been added to the Real Time Dashboard.

Benefits

• Monitor synchronous and asynchronous workload separately.
• View overall team capacity.
• Make better staffing decisions.