H. August 2025

Release Date 08/30/2025

In the following video, you'll see this month's news flash, a quick look at the improvements and updates to our platforms.

Below, we share a summary of each change, along with direct links to the explanatory articles in our Help Center:

Virtual Assistant

  Section(s):

✓ Knowledge > Answers

In the space where you create the replies users receive, it's essential to keep in mind that due to an incompatibility, WhatsApp won't display, if configured in the content, underlined, strikethrough text, or the starry-eyed, waving hand, receipt sheet, money with wings, calendar, and pointing hand emojis.

The Web channel, on the other hand, doesn't display the starry-eyed, money with wings, calendar, and receipt sheet emojis.

Help includes a table that quickly summarizes the available elements and complements that can be configured in the WhatsApp channel. It also includes a tour with visual examples of each, along with direct links to articles that explain how to configure them.

✓ SDK Events: New options have been added under Send a message to the bot as if it were sent by the user:

1. resetBeforeSend: true → internally ends the chat session before sending the message, causing the user ID to change.
2. resetBeforeSend: false → does not end the chat session before sending the message.

 Articles:

1. Find out how to create, edit, or delete answers from Virtual Assistant
2. Implement the Text Complement
3. Discover how to link intentions using the Hyperlink Text element
4. Create multiple answers for a single intention
5. Apply conditions by topic to answers on asynchronous channels
6. Find out here what nested intentions are and how they work
7. Visual examples of complements and elements of the text editor on WhatsApp
8. Different actions to execute in SDK

Live 

 Section(s):

✓ Users

A restriction has been implemented for managing Administrator role users. With this change, only users with the Administrator profile will be able to assign the Administrator role to other users. The goal is to improve security and hierarchical control within the platform.

✓ Reports > Active Conversation Monitor & Dashboard 

1. A new "Active Conversation Monitor" section has been added. This panel automatically updates all ongoing conversations in real time, along with a configurable timer that highlights conversations that exceed the defined maximum time in red. 
2. The Dashboard features a new "Summary" table with details of the entire operation for each service group. Additionally, as a performance improvement on the initial display, only data from the last 7 days is displayed, and a "Search" button has been added to this report, aligning it with the rest of the platform's reports.

✓ Settings > General 

You can set, by default, the maximum expected conversation time parameter for conversation duration within Live. Once configured, it will serve as a benchmark to evaluate whether each agent meets or exceeds the stipulated timeframe for resolving an online customer. Only users with the Administrator role can configure the expected conversation time.

  Articles: 

1. Manage the Live Users section
2. Possible roles in Live
3. Learn all about the Live Dashboard
4. Active Conversation Monitor in Live
5. Set the default time parameter for active conversations in Live

Engage

1. In the Integrate the Engage API to Store WhatsApp Campaign Opt-Outs material, the downloadable JSON example has been updated. The change is that, in the call to obtain the token, the user parameter is replaced with email. 
2. You can check out several updated articles in the Engage section of Help. 

 Articles:

1. Integrate the Engage API to store WhatsApp Campaign Opt-outs
2. Access Engage
3. Manage the Users section in Engage
4. Check the quality of your WhatsApp number and the status of your SMS channel
5. One-time messaging campaigns in the WhatsApp channel
6. Check the details of your Recurring Campaigns
7. One-time messaging campaigns in the SMS channel
8. Start your Recurrent campaigns in the SMS channel