Ask users to share their phone number in WhatsApp

Your bot or AI Agent can now ask users to share their phone number directly within a WhatsApp conversation.

How it works

The bot or AI Agent can send an interactive message with a button that asks the user to share their phone number.

If the user accepts, the number is automatically captured and associated with their contact, so it can be used in the next steps of the conversation or automation.

Why this matters

Users don’t need to type their phone number manually, which reduces friction and helps avoid mistakes.

You get more accurate contact data with fewer steps for the user.

Answer the first message directly

AI Agents, Keywords, and Smart Intents can now respond directly to a user’s first message when there is a clear match.

How it works

When a user starts a conversation, Hubtype checks their first message against your configured Keywords, Smart Intents, and AI Agents.

If there’s a clear match, the bot responds immediately and skips the welcome message and main menu.

If there isn’t a clear match, the usual welcome experience continues as before.

Required legal information, such as terms and conditions, will still be shown during the first interaction.

Why this matters

Users can get to the information they need faster, without navigating through unnecessary steps.

It also reduces the number of messages sent during the conversation, which can help lower messaging costs.

See your campaign audience before sending

Campaign filtering is now clearer thanks to a new audience count.

How it works

When you apply filters while creating a campaign, the audience count updates automatically.

You can now see how many contacts match your filters compared with the total number of contacts available on that channel.

For example:

1,250 recipients out of 8,400 contacts

Why this matters

You can immediately understand the impact of your filters and confirm the size of your audience before launching the campaign.

This makes it easier to avoid sending campaigns to more contacts than intended and gives you more confidence that you’re targeting the right segment.

Albanian is now supported

We’ve added Albanian to the list of supported languages.

You can now build and manage flows for Albanian-speaking customers.

Phone number and BSUID are now shown separately

The phone number and Business-Scoped User ID (BSUID) of a WhatsApp user now appear as separate fields in the Inbox contact panel and in Analytics Conversations.

If a user hasn’t shared their phone number, the field will clearly indicate this.

Why this matters

Agents can immediately understand whether a phone number is available, without having to infer it from other identifiers.

Improved IDLE case assignment

We’ve refined how IDLE cases are handled when an agent disconnects.

When this happens, the case moves to Waiting, and what happens next depends on who sent the last message:

• If the end user sent the last message: the case is automatically assigned to another available agent, as before.
• If the agent sent the last message: the case stays in Waiting.
  
  • The inactivity timer continues running.
  • If the user doesn’t reply, the case closes automatically.
  • If the user replies, the case is automatically assigned to an available agent.

Why this matters

Agents no longer receive cases where the customer isn’t currently waiting for a response, helping teams focus on conversations that actually require attention.