One thread per contact

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.