This release introduces new capabilities across WhatsApp, email, integrations, campaigns, customer surveys, ticket management and SAP connectivity. These updates improve security, automation, customer engagement and operational efficiency.

WhatsApp Business Scoped User ID (BSUID)

WhatsApp now supports Business Scoped User IDs (BSUID), allowing customers to be identified using a unique business-specific identifier alongside, or instead of, a phone number.

Benefits

• Improves customer privacy by preventing a single identifier being shared across different businesses.
• Supports both phone numbers and BSUIDs for customer identification.
• Helps organisations prepare for Meta's updated WhatsApp identification model.

API Key Expiration Notifications

Administrators can now receive notifications before API keys expire.

Benefits

• Email and in-application notifications available.
• Multiple recipients can be configured.
• Supports proactive renewal of API keys.
• Reduces the risk of service disruption caused by expired credentials.

Third Party Service Alerts

A new monitoring module automatically detects repeated failures from external services and APIs.

Benefits

• Monitors third party integrations without manual log reviews.
• Detects recurring HTTP errors such as 404 responses.
• Improves visibility of integration health.
• Enables faster troubleshooting and issue resolution.

Campaign Follow Up

Campaign managers can now configure follow-up campaigns for customers who did not receive the original message.

Benefits

• Improves campaign delivery rates.
• Prevents duplicate messages.
• Supports follow-up through an alternative communication channel.
• Provides greater flexibility when managing customer campaigns.

Multiple Email Forwarding Addresses

Email channels now support multiple forwarding addresses, including custom domains.

Benefits

• Manage several forwarding addresses per email channel.
• Add, update or remove addresses without backend changes.
• Validates email formats automatically.
• Maintains compatibility with existing configurations.

Microsoft 365 Integration Security

The Microsoft 365 integration now uses Microsoft's recommended multi-tenant authentication model.

Benefits

• Improved security and tenant isolation.
• Simpler onboarding for new integrations.
• Reduced administration overhead.
• No action required for existing integrations.

Survey Confirmation Page

Email surveys now include a confirmation page before responses are submitted.

Benefits

• Prevents accidental submissions caused by automated email scanners.
• Requires customers to actively confirm their response.
• Improves survey accuracy and data quality.

WhatsApp Data Localisation

Administrators can now select the geographic region where WhatsApp Cloud API phone number data is stored.

Benefits

• Supports regional data residency requirements.
• Helps organisations meet compliance obligations.
• Configured during WhatsApp number onboarding.
• New phone numbers automatically inherit the selected region.

Update Ticket Status from Compose

Support agents can now change ticket status directly while composing an email.

Benefits

• Update ticket status without leaving the Compose window.
• Supports Resolved, Processing, Pending, Forward and Irrelevant statuses.
• Reduces clicks and speeds up email handling.
• Records all status changes in ticket history.

SAP C4C Technical User Support

Support has been added for SAP C4C integrations using Technical Users.

Benefits

• Supports SAP's updated authentication model.
• Uses Basic Authentication for Technical Users.
• Removes the need for CSRF token retrieval.
• Simplifies SAP integration configuration.