I. September 2025

  Release Date 09/30/2025

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:

Live 

 Section(s):

✓ Chats > Transfer & Tags

1. A new filter has been added to apply when transferring ongoing conversations. Now, when transferring, you can choose to view only online agents or all users. Previously, the system displayed all agents regardless of their availability. With this improvement, the status filter simplifies the experience and makes the process much more agile.
2.  Users who have been assigned roles with the ability to respond to conversations in Live can view, from the Settings > Tags section, and apply during an ongoing conversation both the tags and sub-tags created by users with the Administrator, Supervisor, or Agent Supervisor role.

✓ Settings > Tags & Hardware

1. From Settings > Tags, in addition to creating tags, you can also create sub-tags so that users with the ability to respond to conversations can classify them more accurately. Tags are organized into three hierarchical levels: primary, secondary, and tertiary. Only users with the Administrator, Supervisor, and Agent Supervisor roles can create, modify, or delete them.
2. A technical data sheet with the recommended hardware requirements to ensure optimal platform performance and a similar format for video calls in conversations has also been added.

✓ Monitor > Agents, Active Conversations & Waiting conversations 

A new Monitor section has been added, which brings together three modules: Agents, Active Conversations, and Conversations on Hold.

1. The Monitor > Agents menu displays the same information that was previously available in Reports, with a new field in the table: Done by, which indicates who made the last change to the user's status.
2. The initial cards include the new Pre-pause status.
3. The Active Conversations module is no longer in Reports and is now located in the new Monitor section.
4. The Waiting conversations section provides access to the same panel available in the Metrics Dashboard, simply adding another way to access the same information.

✓ Reports > Pauses

In order to provide greater traceability, transparency, and operational control on the platform, the “Done by” column has been added to the Report > Pauses section. As in the Agent Monitor, this column indicates who made the last status change for each agent, making it easier to track workflows and detect unauthorized modifications.

 Articles:

1. Transferring a Conversation
2. Discover the feature that allows supervisors to transfer agent conversations
3. Change the online status of an agent to a pause state in Live
4. Log out the session of an unavailable agent
5. Get to know the Live monitor section
6. Agent Monitor in Live
7. Active Conversation Monitor in Live
8. Sessions on hold panel
9. Download the Pause Report
10. Learn all about the Live Dashboard
11. Possible Roles in Live
12. Create and manage Tags for Live conversations
13. Tag conversations on the Live platform
14. Minimum hardware requirements for using Live
15. Technical data sheet for video calls in Live

Engage

 Section(s):

✓ Campaigns > One Time & Recurrents > Templates > Marketing

Engage now allows you to integrate Meta's MM Lite API for sending One-time and Recurrents message campaigns that use Marketing templates on WhatsApp. You must connect the WhatsApp Business account used for sending from Engage with the MM Lite API and meet the eligibility requirements, which Engage will automatically validate.

  Articles:

1. Integrating Meta's MM Lite API for WhatsApp Campaigns in Engage

Studio

✓ In our Changelog Studio Public document, you can see all the technical changes to take into account on this platform

 Section(s):

✓ Nodes > Engageware ASE

Two nodes have been added to expand integrations with the Appointment Scheduling Enterprise platform: ASE Queue Management Node, ASE Change Appointment Status Node, and the ASE Appointment node has been updated.

1. ASE Queue Management Node: Allows you to search queues in ASE and obtain the waiting time for a customer in each one.
2. ASE Change Appointment Status Node: Allows you to change the status of an appointment.
3. ASE Appointment Node: Allows you to schedule, reschedule, search for, or cancel scheduled or walk-in appointments. This includes the actions Enqueue, Get by Client, and Get by Confirmation Number.

  Articles:

1. ASE Queue Management node 
2. ASE Node Change Appointment Status 
3. ASE Appointment Node

Integrations

 Section(s):

✓ Agents API

Technical details about the Agent API have been added to Help. This API seeks to open up the Aivo platform, facilitating connections between users interacting on different channels and agents on other platforms, standardizing communications between systems. 

 Articles:

1. Agents API