Changelog

This is a big one. Every conversation now comes with an assistant that knows your knowledge base, your Home page is a canvas you can arrange however you like, and you can now talk to people over SMS, YouTube, and TikTok.

An assistant in every conversation

Open any conversation and you will find a new Assistant tab beside it. It reads the whole thread, searches your knowledge base, and answers your questions about the customer and the situation in plain language. It can suggest where to start when you are not sure, point you to the right help article, and stay out of your way when you are not. It helps you decide what to say; it never sends anything on its own. Replies come back formatted and to the point, and you send your question with the up arrow, just like the composer.

A Home you can build

Your Home page is now a layout you arrange yourself. Drag widgets where you want them, resize them, and drop in the pieces that matter to your day: a live count of your open conversations, a report, a video, or a sticky note for the team. Keep a personal layout for yourself or share one with everyone, and admins can set the default Home each role lands on.

Three new ways to reach people

• SMS: connect your own Twilio account to send and receive text messages.
• YouTube: reply to comments on your videos without leaving the inbox.
• TikTok: do the same for your TikTok comments.

Setting up email over SendGrid is easier too, with a guided walkthrough that configures sending and receiving for you and checks your DNS as you go.

A deeper look at your numbers

Reports now break down by country and city, so you can see where your conversations are coming from. There is a new Outcomes report that ranks how conversations are landing, scheduled email digests that send your reports to your inbox on a cadence you choose, and read-only API keys with tabular endpoints for pulling your data into Tableau or your own spreadsheets.

Email broadcasts

You can now send email campaigns from a full-screen editor with reusable templates and a live preview. Campaign counts track real delivery, not just what went out the door, and broadcast threads stay hidden until the person actually replies, so your inbox only fills with real conversations.

Smarter workflows

The workflow editor now has a drag-and-drop palette for building automations. Workflows can notify a teammate, auto-send a saved reply, or escalate, and you can wire up crisis alerts, hand a conversation to a backup team when an SLA is about to lapse, and branch on signals like VPN use or where a message came from.

Quick hits

• Voice notes get a proper Slack-style player, media fills the bubble, and you can send photos and videos, edit or delete sent messages, and pick from a full emoji set.
• See at a glance who on your team is online, with presence dots right on their avatars across the app.
• Filter your contact directory by status, channel, country, and blocked state, with proper country and phone inputs everywhere.
• Bulk-import tags by pasting a list or a CSV.
• Send a conversation to a teammate for review straight from the review queue.
• Organizations are now called workspaces, with clearer admin, manager, and member roles.
• Every language we support is now fully translated, on both web and mobile.

This is the biggest change to the inbox since launch. The short version: ConnectBetter is now organized around people, not channels.

One thread per contact

When the same person writes to you on WhatsApp today, email tomorrow, and Instagram next week, that used to be three separate conversations. Now it is one. The inbox lists people, every channel they have used flows into a single thread, and each reply goes back out on the right channel automatically. The mobile app works the same way, so the conversation you pick up on your phone is the same one you left on your desk.

Merge and unmerge contacts

The same customer under two names? Merge them from the contact details panel and their histories combine into one record and one thread. If a merge turns out to be wrong, unmerge from the same place and everything returns to where it was.

Filters that work the way you think

The row of filter dropdowns above the inbox is now a single Filter menu. Stack as many filters as you like, pick multiple values for each, and switch between "is" and "is any of" to widen or narrow the net. Reports get the exact same treatment, including a channel filter across every report.

Tags your team actually controls

The new Tags page in settings is the single home for your tag vocabulary. Automatic tagging now sticks to the tags you have approved instead of inventing its own, and tag filters offer that same curated list. Your taxonomy stays clean no matter how many conversations flow through.

Channel settings, redesigned

Every channel now shares one settings experience: a clear overview of your connected accounts, a page per connection, and per-inbox stats with status at a glance. Whether it is email, WhatsApp, Instagram, Messenger, Telegram, or web chat, it all works the same way.

Two new ways to send email

SendGrid and Amazon SES join SMTP as email providers. Pick whichever fits your setup when connecting an email channel; everything downstream works identically.

Beat the clock on Meta channels

Messenger, Instagram, and WhatsApp give you a limited window to reply. Conversation rows now show a countdown chip when a window is closing, and you can sort the inbox by it to answer the most urgent ones first.

Quick hits

• Edit a contact's details directly from their panel, no separate page needed.
• Any contact with an email address can now be reached from your connected email inboxes, even if they have never emailed you.
• Deleting an organization now signs out its members immediately.
• A long list of polish across the inbox, contacts, and dark mode.

You can now delete your account directly from the mobile app, no support ticket required. And when an admin deletes an organization, everything tied to it is cleaned up properly, including sign-in access for its members. Goodbyes should be easy, even if we'd rather not see them.

Feedback, one click away

There is a new Give feedback item in the help menu. Your name and email come prefilled, and if you click away mid-thought, your draft is waiting when you come back. We read everything, so please use it liberally.

Your name, your way

Your name is now editable on your profile page, and new accounts are only asked for a first name to get started. Everything else can come later.

Today's headline is Campaigns, alongside a rebuilt reports area and a knowledge base that keeps itself organized.

Campaigns are live

Broadcasts now does what the name promised. Build an audience with segments, write your message once, personalize it with each contact's details, and send it to everyone through your connected channels. Reaching a hundred people now takes the same effort as reaching one.

Reports rebuilt around care

The new Conversations report is a filterable, sortable table of everything happening in your workspace, with status and agent filters, and any row opens in a new tab ready to act on. The old Agents report is gone, replaced by Team load: your full roster with conversations responded to and closed, framed around one question, is the work spread fairly? It is built for balancing care across the team, not ranking people. In the same spirit, Effectiveness is now called Care coverage.

Spam stopped at the door

Spam detection now runs the moment a first message comes in, before it reaches your inbox. Junk never appears in your conversation list and never triggers a notification. And if the filter is ever too eager, a Not spam button in the conversation header puts things right, with every decision visible in the conversation timeline.

Segments get precise

Audience segments can now filter on contact properties, so "customers in Germany who gave us their phone number" is a segment you can actually build. And you can open any segment to see exactly who is in it.

Knowledge, organized

Collections now have a dedicated rail in the knowledge base, so moving between them is one click instead of a scroll. Create collections right from the knowledge panel, browse content grouped by collection, and set languages per collection or resource so multilingual answers reach customers in the right language.

Edit WhatsApp templates

Templates are no longer set in stone. Edit an existing template and resubmit it for approval right from the templates page.

Quick replies grew up into snippets

Quick replies are now called snippets, and the reply composer around them got simpler and less cluttered.

Quick hits

• Create a team in seconds from a quick dialog, optionally adding members on the spot.
• Create a workflow from a simple name and description dialog.
• Member avatars now show real photos, not just initials.
• New conversations are categorized by topic the moment they arrive.
• The mobile app shows assignment, close, and reopen events inline in the conversation, keeps the composer above the keyboard, and fixes dark mode labels on Android.
• The mobile Me tab links to our live system status page.

A big day of releases. The theme: you should be able to see everything, and the things you don't need to see should get out of the way on their own.

One inbox for everything

The new All scope shows every conversation across every team and assignee in a single list, and it is now the default view on both web and mobile. Jump in, see the whole picture, then narrow down.

Spam sorts itself

Suspected spam is now detected automatically and filed into its own Spam inbox. It stays out of your way, but it is never deleted, so a glance is all it takes to confirm nothing real slipped in.

See who's online

The members roster now groups your teammates by presence: online, away, or offline. Notifications got smarter along the way. If you are actively working in ConnectBetter, your phone stays quiet; the moment you step away, notifications follow you again.

Every widget conversation starts with a contact

The chat widget can now ask visitors for their name and email before their first message. No more anonymous threads you can't follow up on.

When a customer unsends, so do we

If someone unsends a message on Instagram or Messenger, it now disappears from your inbox too. What your team sees always matches what the customer sees.

Email that protects your sender reputation

When an email address hard-bounces or a recipient marks your message as spam, ConnectBetter now suppresses that address automatically. Future sends are stopped before they can hurt your deliverability, so the rest of your email keeps landing where it should.

Routing is now Workflows

Same engine, clearer name. Everything you used under Routing now lives under Workflows, which better reflects what it actually does: moving conversations to the right people automatically.

A new home for Broadcasts

Broadcasts has joined the navigation, and WhatsApp templates have moved in. This is the foundation for sending to many people at once. More on that very soon.

Mobile keeps pace

The mobile app gains a notification settings screen with a test push, a notification center with New, Archived, and All tabs, and Android now asks for notification permission on first run.

Quick hits

• Disconnect an Instagram account, WhatsApp number, or Facebook Page from one organization and reconnect it to another, cleanly and with clear guidance if it is still attached elsewhere.
• Push and email notifications are now delivered independently, so a slow email can no longer hold up the push on your phone.
• More redundancy behind the scenes, so routine maintenance on our side never interrupts your day.

A big update for working on the go, plus refinements to WhatsApp and Meta messaging.

A faster, fully native mobile app

The mobile app has been rebuilt to feel completely native on your phone. Your inbox, contacts, and settings now use your device's own controls, follow its light or dark appearance and text-size preferences, and adopt the latest mobile design. Along the way: fresh app icons, a cleaner sign-in screen, a simpler contacts list, easier inbox filtering, and a long list of polish throughout.

WhatsApp templates that stay in sync

Your WhatsApp message templates now mirror what's in your Meta account automatically. Approval statuses update on their own, templates created in Meta show up without re-entering them, and duplicate rows are cleaned up. When Meta turns a template down, you'll see the real reason instead of a generic error, so you know exactly what to fix.

Reply on Messenger and Instagram for longer

You can now follow up on Messenger and Instagram conversations for up to seven days after a customer's last message, instead of the usual 24-hour window, giving your team much more room to respond.

A cleaner routing view

The routing rule canvas has been simplified for a clearer, less cluttered look.

A wide release with new ways to start conversations, stay organized, and keep answers grounded in your own content.

Reach out first on WhatsApp

WhatsApp only lets you open a conversation with a pre-approved message template. Now you can create those templates, submit them to WhatsApp for review, and send them straight from a conversation, so you can reach people even outside the 24-hour reply window. Manage every template and follow its approval status from settings.

Organize conversations with tags

Conversations are now tagged by topic automatically, and you can add or change tags yourself on any conversation. Filter your inbox down to one or more tags to focus on exactly what needs attention right now.

Quick replies

Save your most common responses as quick-reply templates and drop them into a conversation in a couple of clicks, so your team answers faster and stays consistent.

Build your knowledge base from a website

Point ConnectBetter at a website and it will crawl the whole site and pull every page into your knowledge base, so your answers stay grounded in your own content without copying and pasting page by page.

Routing has its own home

Routing is now a top-level area with a redesigned, top-to-bottom rule canvas that makes it much clearer how incoming conversations flow to the right person or team.

Quality, right in your inbox

Reviews and flagged conversations now live in the inbox sidebar, so you can keep an eye on quality without leaving the place you already work.

Block a contact

Block a contact to stop sending and receiving messages with them, and unblock just as easily when you are ready.

Tidier notifications

Notifications now have New, Archived, and All tabs, so you can archive what you have already handled and keep your list focused on what still needs you.

More control for admins

Admins can now choose which languages the workspace offers, and delete an organization when it is time to wind one down.

See how each agent is performing

A new Agents report shows how everyone on your team is doing over any date range. For each agent you can see how many conversations they handled, how many replies they sent, how many they closed, and how quickly they got back to people. Summary tiles and a ranking chart make it easy to spot who is carrying the load and where response times are slipping. Scope the report to a single team when you need a closer look. Available to admins.

Notifications and quick help on mobile

The mobile app now has its own Notifications tab, with a badge so you can see when something needs your attention at a glance. We also added a Help Center link to your profile, so answers are one tap away.

A big update, with new ways to talk to your community and to do it from anywhere.

Calls you can record and search

Start a voice or video call from any conversation and record it. Every recording is transcribed automatically with each speaker named, so you can read back what was said and find the moment that mattered. Admins can turn recording and transcription on or off.

Voice messages

Record, send, and play voice messages right in the conversation, so a quick reply no longer has to be typed.

ConnectBetter on iPhone and Android

Your shared inbox is now a native mobile app. Triage conversations, jump on calls, and reply on the go, with push notifications so you never miss a new message.

Know your volume

A new message volume report shows how many conversations are coming in, forecasts what is ahead, and breaks activity down by day and hour so you can staff for the busy times.

Now in 11 languages

The entire interface is translated into Arabic, Chinese, English, Indonesian, Japanese, Korean, Portuguese, Russian, Spanish, Urdu, and Vietnamese.

Browser notifications

New messages can surface as native browser notifications, not just in-app.