Direct WhatsApp replies, full Inspect Mode visibility, and smarter AI improvements

‍Reply to Specific Messages in WhatsApp‍

Agents can now reply directly to specific messages within WhatsApp conversations. Previously, when customers sent multiple messages, agents could only respond in sequence. With this update, agents can quote and respond to individual messages, just like in native WhatsApp. This makes conversations clearer and more manageable for both agents and customers.

Inspect mode in Preview: See what happens in every user interaction

‍Previously, it was difficult for teams to understand exactly how users interacted with bots and which events were triggered during conversations. The new Inspect Mode provides a detailed, real-time view of every event that occurs in a user session—including keyword matches, smart intents, fallback messages, AI agent actions, tool executions, knowledge base triggers, and handoff events.

This feature empowers developers, QA, and support teams to quickly diagnose issues, optimize bot flows, and ensure that all automations and triggers are working as intended. It brings transparency and efficiency to bot development and troubleshooting.

• Visual improvements to AI Translate: The AI Translate feature has received visual enhancements, making translated content easier to read and interact with. ‍
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• Case Archive auto-refresh for Team Leaders: The Case Archive monitoring view now updates automatically every 5 seconds, showing new messages in real time. Previously, Team Leaders had to manually refresh or reopen cases to see updates, which slowed down supervision and intervention.
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• Contact Reason titles displayed clearly in graphs: Contact Reason titles in analytics graphs are now displayed more clearly, even when names are long or similar. Users can quickly and accurately identify contact reasons in analytics, supporting better reporting and decision-making.‍
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• Upgrade to advanced embeddings: The knowledge bases and AI Agents now use the latest text-embeddings-3-large model, improving the AI’s ability to understand and process language.

• AI Data Capture for WhatsApp buttons: Resolved an issue where AI data capture was not collecting information from WhatsApp buttons, ensuring all relevant user actions are now recorded.