WhatsApp templates, conversation tags, and a smarter knowledge base

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.