April 2025 Release Notes
Release Date: April 1st, 2025
Release Notes Publication: March 25, 2025

Important: This release includes changes that may impact existing webhook configurations.

New – SAP Emarsys Integration

Integration
[Feature Requested by Customers]
Clients using SAP Emarsys can now seamlessly connect SAP Emarsys with WhatsApp using CommBox webhook connections. This integration uses specific Automation Programs (automation tools within Emarsys) and Webhook Node Presets to send predefined data configurations to CommBox, enabling admins to send WhatsApp templates to customers.

Click here for the Integration guide.
Click here for our Developers Center.

New – Exporting Predefined Replies

Knowledge base
[Feature Requested by Customers]
Admins and Knowledge managers can now export the predefined replies from the knowledge base into an Excel or CSV file to enable offline analysis, audits, and integration with other systems. The exporting process can be filtered by folders, topics tags, and teams, to limit the scope to the desired analysis.

Click here for the update guide.

New – Manual Input Fields in Predefined Replies

Knowledge base
[Feature Requested by Customers]
Predefined replies can now include placeholders embedded into the item with clearly defined examples, enabling the agent to add relevant information to the item and save time and effort on editing.

Click here for the updated guide.

New – Credit Card Numbers Auto Masking

Security
[Feature Requested by Customers]
To secure customer information, channel settings now include the option to automatically mask credit card numbers. When customers enter their credit card numbers, the system will automatically mask the numbers with asterisks, revealing only the last four digests, while non-credit card numbers will be left intact and visible.

Click here for the updated guide.

Enhancement – Webhook Specific Status Change

Webhook
[Feature Requested by Customers]
Developers can now configure webhooks to trigger based on specific status changes, providing greater flexibility in event tracking. When selecting OnNewActivity object events, users can choose to monitor all status changes or specify particular ones, ensuring webhook calls are limited to relevant events.

Note:
Existing webhooks using OnNewActivity trigger with the Status Change type currently respond to all status changes. However, once edited, users must select the specific statuses they wish to track.

Enhancement – Time-based Automatic Masking

Security
To safeguard sensitive information in customer-agent interactions, admins can enable automatic redaction. This eliminates the need for agents to manually redact while enhancing organizational security and compliance. Sensitive data can be masked either upon conversation resolution or after a predefined time interval (12-72 hours) from the message’s creation.

Click here for the updated guide.

Enhancement – AI-Powered Handover Summaries

AI
Agents can now generate AI-based or manually written conversation summaries when routing a conversation or following a bot-customer interaction. This feature ensures a smooth transition by keeping the receiving agents informed of the customers’ journey, minimizing frustration, and enhancing overall customer satisfaction.

Note: The feature must be enabled at the receiving channel.

Click here for additional information on this capability.

Enhancement – Continuous API Key

API Key
[Feature Requested by Customers]

Admins can now set API keys with unlimited duration, eliminating unexpected downtime caused by key expiration. This feature helps organizations maintain uninterrupted service when security notifications about expiring keys are overlooked.

While we continue to recommend regular key rotation and immediate changes following security incidents, this update provides greater flexibility in managing API key lifecycles and reduces the risk of service disruptions due to expired credentials.

Click here to learn more about this topic.