Campaign filters, WhatsApp phone numbers, and faster first replies

Filter who receives your campaign

A new filter panel in Campaigns for choosing which contacts receive it.

How it works

You can now select your contacts when building a campaign. Pick the filters you need and the audience count updates with each one, showing how many contacts match out of the total available for that channel.

Why this matters

You can check who the campaign will reach before sending. This avoids sending a campaign to your full contact list when only part of it is relevant.

Ask users for their phone number in WhatsApp

The user shares their number with one tap.

How it works

Your bot or AI Agent can send an interactive message with a button that explicitly asks the user to share their phone number. If the user accepts, we capture the number and associate it with their contact, making it available for subsequent flow steps. 

‍Why this matters

The bot can identify the user without asking them to type anything. Fewer typos, fewer steps, and more accurate contact data.

Answer the first message directly

The bot can skip the welcome message.

How it works

When a user starts a conversation, the bot checks the first message against your Keywords, Smart Intents and AI Agents. If there is a clear match, it answers straight away and skips the welcome message and the main menu. If there is no clear match, the welcome message appears as usual. Legal information, such as terms and conditions, is still shown in the first interaction.

Why this matters

Users get their answer in the first reply instead of working through a menu. You also send fewer outbound messages per conversation, and that reduces messaging costs.

New language: Albanian

We've added Albanian to the language list in Flow Builder. You can now build and manage flows for Albanian-speaking customers.

Phone number and BSUID as separate fields

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

If the user has not shared their number, the field says so, and agents don't have to guess whether it's missing or was never shared.

Idle cases stay in Waiting when the agent replied last

When an agent disconnects, their idle cases move to Waiting. What happens next depends on who sent the last message.

• The end user sent it: the case is auto-assigned to another agent, as before.
• The agent sent it: the case stays in Waiting.
  
  • The inactivity timer keeps running. If the end user doesn't reply, the case closes automatically.
  • If the end user replies, the case is auto-assigned to an available agent.

Agents no longer pick up cases where the customer isn't waiting for an answer.