New features and enhancements#

Block unwanted WhatsApp contacts#

#KR-7257, #feature, #whatsapp, #livechat

Agents can now block a WhatsApp contact directly from the live chat screen, with an optional note explaining why. Once a number is blocked, the conversation closes automatically and that contact can no longer send messages or trigger any further activity. Blocked chats are clearly marked, and a new filter lets you find them whenever you need to. This gives your team a quick, self-service way to stop spam or abusive conversations.

Search and filter the audit log#

#KR-6853, #feature, #audit, #dashboard

The Audit Log now has much more powerful search and filtering. You can quickly narrow records down by the type of action, the person who performed it, or the specific item that was changed — in addition to the existing keyword and date search. This makes it far easier to see who did what and when, which is helpful for reviews, compliance, and troubleshooting.

See WhatsApp stickers in conversations#

#KR-6691, #enhancement, #whatsapp, #livechat

Stickers that customers send on WhatsApp now appear as proper images in the chat, at the right size, instead of showing up as empty or unsupported content. Agents can see exactly what the customer sent, making conversations clearer and easier to follow.

More consistent WhatsApp bulk messaging#

#KR-10616, #enhancement, #whatsapp, #api

Sending WhatsApp messages in bulk now works the same way as sending a single template message. Bulk sends automatically use the correct message template, keep a record of the conversation by default, and are delivered without extra approval steps getting in the way. The result is more predictable and reliable bulk messaging, especially for automated sends.

English labels and customizable messages in webchat#

#KR-10661, #enhancement, #webchat, #editor, #contentnode

The webchat widget now shows its built-in labels (such as date pickers) in English, fixing cases where some text unexpectedly appeared in another language. You can also now customize the "no results", "no data", and "loading" messages for each step of a conversation, so they match your own wording, language, and brand.

Developer documentation for the Webchat API#

#KR-10585, #enhancement, #webchat, #api

We've added clear, interactive reference documentation for the Webchat API, and it now ships automatically with every release. This makes it faster and easier for developers and partners to build custom integrations with webchat.

#KR-10590, #enhancement, #security, #webchat

We've streamlined and strengthened how files are shared in chats. Uploading a file is now a single, simpler step, and files are delivered through a secure, temporary link instead of exposing where they are stored. This improves security and reliability without changing how agents and customers send or view attachments.

Keep chatting while scheduled messages are sent#

#KR-10617, #enhancement, #editor, #contentnode

When a bot is set up to send messages after a delay, users are no longer stuck waiting — they can keep typing and interacting while the delayed messages arrive in the background. We've also added settings to control this behavior, and any pending delayed messages are automatically cancelled when the conversation is handed over to a live agent.

Bug fix#

[#KR-8540] Fixed being unable to filter abandoned chats by content step
[#KR-10595] Fixed the page navigation on the WhatsApp bulk-send "Sent" list showing the wrong records
[#KR-10430] Fixed live chat sessions sometimes disconnecting too early
[#KR-10605] Fixed the approval "Changes Overview" not showing quick replies, buttons, or cards that were added or removed
[#KR-10722] Fixed the approval list jumping back to the first page and keeping items selected after approving or rejecting
[#KR-7691] Fixed an out-of-memory error when saving large FAQ sets
[#KR-10443] Fixed navigation controls overlapping the conversation on mobile webchat