May 2025 Release Notes
Release Date: May 6, 2025
Release Notes Publication: April 29, 2025

New – Free Text in WhatsApp Campaigns

Campaigns
[Customers' Requested Feature]
Content leaders can now send free text messages as part of a campaign to customers with unlocked WhatsApp conversations (i.e., within 24 hours of the last customer message), helping the organization save costs and tailor the message without the template requirement. These messages appear as regular campaign WhatsApp messages, and the campaign report tallies both recipients reached via template messages and those reached via open text.

Click here for the new Campaigns guide.

New – Audiences Management and Dynamic Filters

Customers
[Customers' Requested Feature]
Admins and team managers can now create and manage campaign audiences, ensuring only the right customers receive relevant information, reducing undesired or irrelevant communications.
You can either upload Audience files or configure filters as static audience files or save them as dynamic filters that continuously pull matching contacts from the customer database, automatically keeping the target audience up to date for more effective campaigns.

Click here for more information on Audiences.

New – Recurring Campaigns

Campaigns
[Customer Requested Feature]
Content leaders can now automatically resend the same campaign at predetermined intervals, streamlining routine communications. This feature is ideal for recurring messages such as annual holiday greetings, repeating sales, reminders, etc., saving time and effort for content managers.

Ideally, you should combine recurring campaigns with dynamic filters to automatically send renewal notices or subscription expiry reminders to relevant customers, helping to prevent customer churn and improving customer management.

Click here for the new Campaigns guide.

New – SysAid Integration

Integration
[Customers' Requested Feature]
The new SysAid integration bridges the gap between customer-facing communications and internal IT service management (ITSM) processes, improving operational visibility and streamlining workflows. It enables seamless synchronization between support conversations and SysAid tickets, ensuring that IT teams can efficiently track, prioritize, and resolve issues raised through customer channels.

Click here for the new integration guide

New – Adding Websites to Knowledge Base

Knowledge Base, AI
[Customers' Requested Feature]
Admins can now extract content from selected websites and URLs to generate knowledge base items for organizational use. The AI agent can then use the aggregate information from the website to immediately answer customers and agents in a simpler, faster, and cost-efficient manner.

New – Object API for Changing Channels

API
Developers can now remotely change a conversation's channel (stream) via the Object API, with full system effects. This includes recording the routing change as an activity remark and triggering applicable customer notifications when omnichannel routing occurs. This feature enables seamless remote transfers of customers between dedicated channels within the organization (e.g., from “General Chat” to “Sales Chat”).

Click here for more information on our Developers Portal.

Enhancement – Searching by Email’s Subject

Email Conversations
Agents can now search for email conversations using the email’s subject line. This improvement helps locate and manage customer inquiries more efficiently, reducing response times and improving overall productivity.

Enhancement – Time Limit of Satisfaction Survey Responses

Satisfaction Surveys
Admins can now set a time limit on the satisfaction survey sent to customers at the end of the conversation. After that set time, a customer responding to the survey will just open a new conversation, avoiding confusion or misdirected customers who may respond due to additional or unrelated issues or concerns.

Enhancement – Potential Conflict Detection in Rules

Rules
Admins can now receive alerts when a potential conflict between active rules is detected. This new safety mechanism helps prevent unintended behaviors that could lead to customer-facing issues and dissatisfaction.