Customer Page Management

The Customers page has been refreshed with a new interface and improved usability for customer management.

What's new?

• Filter customers by audience
• View WhatsApp Group participation directly from the customer record
• Open customer conversation history from the Customers page
• Import customer lists into customer groups for easier audience management

Benefits

Customer data is easier to organise, search, and manage, helping teams work more efficiently when handling customer interactions.

External Surveys API

Organisations can now push external voice survey results directly into Cirrus Digital conversations through a new REST API endpoint.

What's new?

• Survey responses can be submitted immediately after customer completion
• Question text, available answers, and selected responses are captured
• Satisfaction scores are normalised automatically
• Results are added to the conversation timeline
• Satisfaction reports and dashboards update automatically

Benefits

Provides a single view of customer feedback within Cirrus Digital and reduces the need to manage survey data across multiple systems.

Next Business Day SLA Window

A new SLA configuration option is available within Business Hours settings.

What's new?

• Define a late-day SLA window that starts on the next business day
• Configure a single next business day SLA window per business day
• Works within existing business hours settings

Benefits

Improves SLA accuracy for conversations received near the end of the working day and reduces false SLA breaches.

Named Parameters for WhatsApp Templates

WhatsApp template creation now supports named parameters.

What's new?

• Use meaningful variable names instead of numbered placeholders
• Improved readability when creating templates
• Easier alignment with CRM and automation workflows

Example

Instead of: 

{{1}}

Use:

{{customer_name}}

Notes

• Templates can contain only one variable type
• Variable names must use lowercase letters
• Variables cannot appear at the start of a template

Benefits

Reduces configuration errors and makes template management easier.

API Custom Request ID for Log Correlation

API consumers can now add a custom request identifier to customer-facing API requests.

What's new?

• Configurable HTTP request header support
• Request IDs automatically added to related log entries
• Custom header names can be configured per brand

Benefits

Simplifies troubleshooting, debugging, and cross-system request tracking.

Editing Dynamic Audiences in Campaigns

Campaign managers can now edit dynamic audiences directly from the campaign compose screen.

What's new?

• Review and update audience filters before sending
• Edit audience criteria without leaving the campaign flow
• Save changes for the current campaign only or update the audience definition

Benefits

Improves campaign accuracy and helps ensure messages reach the correct audience.

Updating Admins in WhatsApp Groups

Managing WhatsApp Group administrators is now simpler.

What's new?

• Change group admins directly from the group interface
• Faster admin reassignment when responsibilities change
• Automatic reassignment when resolved conversations are reopened

Benefits

Improves continuity and reduces administration effort when managing WhatsApp Groups.

Removing Members from WhatsApp Groups

Group administrators can now remove participants directly from WhatsApp Groups.

What's new?

• Remove members from the participant list
• Confirmation prompt before removal
• Removed members cannot rejoin using an invite link

Benefits

Provides greater control over business group membership and participant management.

Typing Indicator in Inbox

A new typing indicator has been introduced within the Inbox.

What's new?

• See when another agent is actively typing
• Visible in conversation lists and open conversations
• Available across all conversational channels, including WhatsApp Groups

Benefits

Improves collaboration and helps prevent duplicate responses.

Custom Headers in Knowledge Base Crawling

Knowledge Base crawlers now support custom HTTP headers.

What's new?

• Add custom request headers to crawler requests
• Support websites protected by validation rules or authentication headers
• Improved compatibility with secure websites

Benefits

Enables successful crawling of sites that previously blocked automated requests, including platforms with advanced validation requirements.

Dynamic Filters for Webhook Failed Events

Webhook failed event filtering has been improved.

What's new?

• Filters now adapt to the selected criteria
• Relevant filter options displayed automatically
• Improved date and time filtering controls

Benefits

Makes troubleshooting failed webhook events faster and easier.

Sort Options in Customer Conversation History

Agents can now sort conversations within Customer Conversation History.

Available sort options

• Priority
• Updated Time
• Creation Time

Benefits

Makes it easier to locate the most relevant customer interactions and provides a more consistent experience across conversation views.

Summary

This release focuses on improved customer management, enhanced WhatsApp capabilities, more flexible campaign targeting, stronger API observability, and usability improvements across reporting, conversation management, and integrations.