May 2026 Release Notes

May 2026 Release Notes
Release Date: May 6, 2026
Release Notes Publication: April 30th, 2026

AI

New – The Next Generation AI Agent (Beta)

CommBox introduces the next generation of AI Agent (Beta), enabling dynamic, goal-driven customer interactions powered by knowledge, tools, instructions, and contextual understanding. This allows organizations to deliver guided, focused, and brand-aligned conversations at scale.

CommBox now supports three types of automation agents:

• AI Agent (Beta): Dynamic, goal-driven responses using knowledge, tools, instructions, and context
• AI Chatbot: Deterministic, flow-based chatbot enhanced with AI for intent detection and retrieval-augmented responses
• Chatbot: Deterministic, flow-based automation using intents, rules, and APIs

The new AI Agents operate using Abilities - self-contained, reusable mini-flows that execute specific tasks. These Abilities can be used out of the box or customized to meet specific business needs.

The new AI Agent will be available on May 21, 2026
Click here to learn more about this topic.

WhatsApp  Customers' Requested Feature

New – WhatsApp Groups Support

CommBox now supports WhatsApp Groups, enabling agents and customers to communicate in shared group conversations directly from the platform. This reduces back-and-forth by aligning all stakeholders in real time.

All associated agents can participate in multi-user discussions, maintain full conversation context, and collaborate more effectively when engaging with customers. All group interactions are visible in real time and stored in a centralized conversation history, ensuring complete context and continuity across the discussion.

Click here for the user guide covering the new module and the Meta requirements.

WhatsApp   Audiences  Customers' Requested Feature

New – WhatsApp Groups Audience Support

Campaign managers and marketers can now include WhatsApp Groups as a filter when creating or editing audiences, enabling more precise targeting based on group interactions.

When adding this filter, users can search and select WhatsApp groups from a dropdown and choose how to define the audience using one of two modes:

• Group conversations – targets the selected WhatsApp groups directly, enabling campaign messages to be sent to them as a group.
• Customers within the group – targets individual customers who are members of the selected WhatsApp groups.

This enhancement enables more relevant campaign targeting, improves segmentation accuracy, and supports more effective engagement with both groups and individual customers.

Click here for the updated user guide.

SLA  Customers' Requested Feature

New – Business Day SLA Notification

Managers can now define an additional SLA type calculated on business days rather than seconds. This helps agents easily identify conversations that have breached business-day SLA thresholds.

Breached conversations are clearly highlighted with a red background at the start of the business day, enabling agents to quickly prioritize overdue items and improve overall SLA compliance.

Click here for the updated guide.

Automation Agents  UI

New – Card View for AI Agents

Agents can now be displayed in a card-based layout within the Automation Hub, providing a more visual and intuitive browsing experience. The Card View is now the default, while the existing List View remains available.

Each card includes key agent details such as avatar, name, and status indicators (AI active, knowledge updating, inactive state), along with the actions menu.

Users can switch between Card and List views at any time, with their preference saved for the duration of the session.

Webhooks  WhatsApp  Customers' Requested Feature

Enhancement – Webhook for WhatsApp Message Status Tracking

Organizations can now subscribe to WhatsApp message status events, enabling accurate tracking of messages that were sent, delivered, read, and responded to.

This feature works without requiring an object, allowing you to receive webhook events for WhatsApp messages sent via API.

Click here for the updated user guide.

Webhooks  Customers' Requested Feature

Enhancement – Webhooks Event Search Filtering

Developers can now easily find and analyze failed webhook events using new filtering capabilities in the Webhook module. Filters include entity, trigger type, time range, communication channel type, and more. This improves troubleshooting efficiency and enables faster root-cause analysis by quickly narrowing down relevant events.

API  Chat  Customers' Requested Feature

Enhancement – File Attachment in Chat Messages via API

Developers can use the POST /streams/{STREAM_ID}/objects/{OBJECT_ID}/child API to attach a file to a chat message (Chat child object) within a conversation, enabling richer interactions by allowing documents, images, or other files to be shared programmatically.

For additional details, refer to the API documentation.