Admins can now ask us to change how Enter works in the chat input for their organization. With the option on, Enter starts a new line instead of sending the message, so agents no longer send half-written replies.

Why this matters

Many agents press Enter to start a new paragraph, and the message goes out immediately. One reply ends up as several messages: on WhatsApp, that means several charges from Meta.

With this option on, the same reply is written, formatted, and sent once.

How it works

With the option on:

Enter starts a new line.
Ctrl + Enter (Windows and Mac) sends the message.
The send arrow in the chat input works as always.
A tooltip on the send arrow explains the new shortcut to agents.

The option applies to all agents in the organization and to every channel.

With the option off, Enter sends, as it does today.

Who can use it

The option is off by default. To turn it on for your organization, reply to this email or write to support@hubtype.com. We recommend telling your agents before you turn it on, so they know to use Ctrl + Enter to send.

Schedule campaigns to start and stop automatically

You can now schedule when a campaign starts and ends, so you don’t need to be online to activate or stop it at the right time.

When configuring the Trigger, both One-time send and On drop-off campaigns can now:

Start manually or automatically at a scheduled date and time
End manually or automatically at a scheduled date and time
Use a Silent period to avoid sending messages during specific hours

Once a scheduled campaign is Ready, it will be activated automatically at the selected time.

For One-time send, you can also choose whether to send to everyone at once or spread delivery across a specific number of users per hour.

For On drop-off, you can choose how long to wait after someone leaves a conversation before sending the follow-up message.

Why this matters

You can prepare campaigns in advance, while having more control over when customers receive your messages.

Learn more

Set up your first campaign · Launch a campaign · Manage and edit campaigns

⚡️ Mejoras

Route flows depending on whether a case has a Contact Reason

You can now use the Contact Reasons condition in Flow Builder to distinguish between cases that already have a Contact Reason and cases that don’t.

When you enable No contact reason flow, you can create different paths for:

Specific Contact Reasons you select
Cases with another Contact Reason that you haven’t listed
Cases with no Contact Reason assigned

This is especially useful around handoffs. For example, a reopened case may already have a Contact Reason while a new case may not, allowing you to route them through different flows.

Why this matters

You can build handoff logic that better fits the context of each case instead of treating every conversation in the same way.

If No contact reason flow is unavailable, update the bot to version 0.57.1 or higher.

Learn more

Inbox and Contact Reasons