Recently shipped.

Our latest update introduces a dedicated callback button and detailed journey metrics to help streamline operations and provide deeper insights into your marketing campaigns.

The new callback button in Inbox makes returning calls to your contacts faster and easier, particularly valuable for managing missed calls and maintaining responsive customer communication. Additionally, our new journey step-level metrics exports provide marketers with detailed performance data for each step within campaigns, helping identify areas for optimization and improvement.

New features

Inbox

• Enhanced participant information — Added a conversation count indicator within the Participant section, providing immediate visibility into previous customer interactions. This visual cue helps teams quickly understand customer history for more personalized service.

Marketing

• Proactive notifications — Customers can now opt-in to receive in-app or email notifications when campaigns fail to send as expected, allowing for quicker resolution of issues.
• Detailed campaign failure information — More comprehensive information about campaign failures is now available from the detail page, helping customers self-serve fixes or streamline support discussions.

Improvements

Inbox

• Improved filtering options — Added an "All" option to the reply status filter, eliminating the frustration of having to reset all filters to remove a single selection.
• Streamlined AI employee navigation — Fixed the AI employee link to direct users to specific chats rather than showing all bot interactions, making it easier to access exact conversations.
• Enhanced location sharing — Resolved an issue with location link display, which now appears consistently for all locations with a location object, even when no address is available.

Marketing

• WhatsApp template validation — Implemented multiple fixes for validation errors with WhatsApp templates.

This week we focused on making messaging creation faster and more intuitive. The new drag and drop functionality in the Inbox message composer allows you to effortlessly add images to your messages

We’ve also rolled out several enhancements and bug fixes across both our Inbox and Marketing platforms.

New features

Inbox

• Drag & Drop Images: Easily add images by dragging and dropping them into your messages.
• Contact Center Integration: Contact Center features have been moved from Preferences to the main Inbox menu for quicker access.

Marketing

• Message Step Level Analytics Export: Access granular reporting with our new export functionality, offering detailed journey and message step analytics for offline analysis.

Improvements

Inbox

• Assign to Agent – Route to Agent: We've enhanced the sidepanel activities panel by adding detailed route-to-agent information, simplifying ticket assignments.

Marketing

• Journey Analytics Enhancements:
  • Displays relative branch percentages between steps.
  • A new view shows Entered vs Total Triggers for deeper campaign insights.

Fixes

Inbox

• Fixed an issue that prevented snoozed tickets from being closed directly.
• Resolved the "Not enough balance" alert when the charge is actually 0.

Marketing

• Addressed the WhatsApp Authentication Template Status bug.
• Corrected the Jump Step issue in campaign workflows.

We're excited to introduce the Preference Center, giving contacts more control over how they receive communications based on available channels. This update, along with other improvements, enhances usability, performance, and reliability across the platform.

New features

Marketing

• Preference Centers – Enable users to manage their platform preferences based on available communication channels.

Inbox

• AI-powered translation in Composer – Instantly translate messages with AI for seamless communication.

AI

• Support for Claude 3.7 & GPT-4.5 for enhanced AI-powered capabilities.

Improvements

Marketing

• Enhanced email template display on Android for better readability.

Inbox

• Improved email thread separation for enhanced readability.
• Redesigned toaster notifications for better user experience.
• Exact pricing displayed for new agent seats in the “Add Agent” form.
• Added a new action rule condition to identify “split from” tickets.

Fixes

Marketing

• Fixed issues with WhatsApp templates.
• Resolved push notification SDK bugs.

Inbox

• Fixed image resizing issues in Composer.
• Resolved attachment loss when sending messages with Cmd+Return.

This update brings a range of enhancements across Inbox and Marketing, including a redesigned spam filter that lets you mark or unmark tickets directly from the conversation. Alongside this, we’ve made improvements to journey insights, ticket visibility, and addressed key bugs for a smoother experience.

New features

Marketing

• Export message step-level metrics for journeys.

Inbox

• Redesigned spam filter allows marking/unmarking tickets directly from conversations.

Improvements

Marketing

• Enhanced time filters in journey insights.

Inbox

• Toggle ticket statuses in the header with one click.

Fixes

Marketing

• Campaign delivery analytics issues resolved.
• Journey branch analytics issues fixed.

Inbox

• Composer spacing and draft issues corrected.
• Message template spacing and paragraph formatting improved.
• Resolved visibility errors in Inbox forms on Windows OS.
• Identifiers can now be copied with a single click.

We’ve rolled out several key improvements and addressed some important fixes to enhance your experience across Marketing and Inbox products.

We’ll continue to monitor feedback and push updates to improve functionality. Stay tuned for future releases.

Improvements

Marketing

• Top Performing Campaigns: You can now view your top-performing campaigns directly in the Dashboard → Overview section for quick insights.
• Campaign Report Sheet: The width of the campaign report sheet has been increased for better readability and accessibility.

Inbox

• Blocking Participants: Moved blocking action from the header to the Participant sidebar.
• SLA Policy Management: A new Create/Edit/Delete form is now available for managing SLA policies more efficiently.
• Agent Status on Dropdowns: Added the agent status to the “Assign Agent” dropdown for better visibility and management.
• Column Visibility Configuration: Introduced column visibility settings, which will be picked up by the system team for future improvements.
• Copy Update: The “Mark as spam” action has been renamed to “Block Sender” for clearer intent.

Fixes

Marketing

• Ensured line-height is properly applied to list items within the email template editor.
• Fixed the color variants for TikTok icons in email templates to match the preview correctly.
• Tags in journey lists now properly stay within the column, preventing overflow.

Inbox

• Improved the handling of optimistic updates for inbox lists to avoid data inconsistencies.
• Disabled the send message functionality for empty composers to prevent users from accidentally sending incomplete messages.
• Several formatting issues in the editor have been fixed, though some minor glitches may still persist.