March 3 : Better Handling of Messages Sent from WhatsApp/Instagram Apps and Improved Text Editor for

1. Better Handling of Messages Sent from WhatsApp/Instagram Apps

What’s new?

You can now control how messages sent from your WhatsApp Business App or Instagram App behave inside the system.

What this means?

When you (the business) send a message from your mobile app, the system can now automatically create and assign the conversation to a specific agent.

If this setting is turned ON

Here’s what happens:

1. When you send a message from WhatsApp or Instagram: → A conversation is instantly created in the system.

2. The conversation is automatically assigned to a default agent.

3. If the conversation was already assigned to someone else or a bot: → It will now be reassigned to the default agent.

4. When the customer replies: → The bot will not interfere (since a human agent is already handling it).

If this setting is turned OFF (default)

1. Messages you send are treated as simple notifications.

2. A conversation is created only when the customer replies.

3. The system then assigns the conversation based on normal rules (agent, bot, etc.).

4. No reassignment happens if a message is sent during an ongoing chat.

2. Improved Text Editor for Agents

What’s improved?

The text editor used by agents is now better.

What this means?

● You can format text more clearly.

● Prompts and messages are easier to read and write.

● Overall, it improves how agents create responses.