Routed Conversation Arrived Trigger

When a conversation moves channels, customers shouldn’t be left guessing.

You can now automatically notify customers when their conversation is transferred to a different channel or subchannel. The message is sent through the customer’s original channel and can tell them which team is taking over.

Clear. Simple. No confusion.

What you need to know:

• The message sends automatically when routing happens.
• The SLA timer does not restart.
• When transferring a WhatsApp conversation to another WhatsApp channel, only subchannels are available. This keeps everything compliant and avoids template restrictions.

API – Count of Unread Chat Messages

Customers hate not knowing if they’ve missed something.

You can now retrieve the number of unread chat messages using an enhanced version of the existing Get User Objects API.

That means you can:

• Display unread chat counts on your website
• Give users real-time visibility
• Improve response rates and engagement

Small change. Big difference to responsiveness.

Submission Context and Prefilling in Forms

Forms should feel smooth. Not manual. Not messy.

We’ve added two new fields to the /create-predefined-form-link API so you can keep full control of context and reduce customer effort.

submissionContext

Attach hidden metadata (like a File ID or Case ID) to the form link.

• Invisible to the end user
• Returned unchanged in the submission webhook
• Enables automatic, accurate filing of documents

No more manual matching. No more guesswork.

properties

Pre-fill known customer data (such as name or account number).

• Less typing for customers
• Fewer errors
• Faster submissions

Together, these updates remove workarounds and make enterprise form workflows cleaner and smarter.

Client Cookie Expiration Control

Stricter security? You’re in control.

You can now reduce the expiration period of the client security cookie (used for tracking and fingerprinting) from its default of seven days.

When the cookie expires, the user is automatically logged out.

Shorter lifespan = stronger compliance and tighter security.

To configure:

Go to Settings > Privacy and Security. Set the number of minutes in the Session Management section. (Default is 7 days.)

Approved Domains for Chat Widget

Your chat widget shouldn’t live just anywhere.

Enterprise Security Administrators can now control which domains are allowed to embed the organisational chat widget — on a per-channel basis.

This helps:

• Prevent unauthorised embedding
• Meet compliance requirements
• Strengthen overall security

Flexible File Uploads in Forms API

Handling files in code just got easier.

Developers can now upload PDF files as Base64-encoded strings when using the /create-predefined-form-link API.

This gives you:

• More flexibility in integrations
• Simpler automation
• Cleaner form-based workflows