Campaigns: message your whole audience at once

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.