Ticketing, powered by Work Items
A whole new product — and Ticketing is its centerpiece. Tickets turn customer requests into structured, SLA-driven work that moves across teams until it’s resolved, all tracked from a new unified inbox.
🎫 Tickets from customer requests — capture a customer request as a ticket and drive it to resolution.
⏱ SLA-driven — every ticket runs against an SLA, with full tracking.
📊 Rich ticket reporting — a dedicated dashboard with SLA, Quality, Performance, and Tags reports.
🔀 Multi-team workflows — route a ticket across more than one team, with a workflow that keeps everyone aligned.
💬 Talk to the customer — communicate right from the ticket, including a waiting-on-customer status.
✅ CSAT on resolution — a satisfaction survey fires automatically once a ticket is done.
🧩 Custom types, fields & statuses — define multiple ticket types, each with its own workflow, custom fields, and custom statuses.
🏷 Tags, tag groups & views — organize and slice your tickets your way.
👥 Collaboration — comment with
@mentions, assign between team members, and set due dates.📋 Not just tickets — the same Work Items product also covers Tasks (due-date-driven, manually assigned) and Incidents (severity- and SLA-driven, for issues that impact multiple customers, with mass announcements).
🚀 A new way to run support
Talk to your account manager to get it enabled for your team.
Healthcare AI Bot (Beta)
After e-commerce, our AI bot now speaks healthcare. The Healthcare AI Bot is ready in Beta — purpose-built to handle patient conversations end to end.
📅 Appointment booking — book appointments right inside the conversation.
👩⚕️ Doctor & service availability — check availability, information, and details for doctors and services.
📚 Knowledge base — answer patient questions from your own knowledge base.
🎁 Discounts — surface offers and discounts to patients.
🔜 Coming next — changing and cancelling bookings is next on the list.
🧪 Available in Beta
Reach out to your account manager to get the Healthcare AI Bot enabled for your business.
WhatsApp Coexistence is live
Connect the WhatsApp Business App you already use to BusinessChat — no number migration, no downtime, and no giving up the app your team relies on every day. Both work together on the same number.
📱 Keep your app — keep using the WhatsApp Business App for everyday conversations, exactly as you do today.
🤖 Add the platform on top — use BusinessChat for automation, campaigns, and team collaboration on the same number.
🔄 Everything stays in sync — historical and new messages and contacts sync across both experiences.
⚡ Simple setup — go to WhatsApp Numbers → Connect Number → WhatsApp Business App, scan the QR code, and you’re live.
WhatsApp Flows + feedback automations
Build and run interactive WhatsApp experiences — surveys, feedback, and more — natively in BusinessChat. What used to require JSON and external tools is now fully native, from creation → messaging → automation → response handling.
🧩 Visual Flow Editor — create WhatsApp Flows in a visual editor and publish them from a Flows Library, starting with predefined NPS templates.
💬 Flow button in templates — attach a published Flow directly to a WhatsApp template with the new Flow button.
⚙️ Webhook-triggered flows — a new automation type sends a Flow template on a webhook event, then tracks and categorizes responses automatically.
📊 NPS surveys — run Net Promoter Score surveys end to end.
🛍 Collect Product Feedback — gather feedback on the products customers purchased.
⭐ Collect Purchase Reviews — gather customer reviews after purchases.
🙂 Collect CSAT Feedback — measure satisfaction with quick interactive surveys.
🧪 Rolling out behind a flag
The feedback automations are gated by a feature flag — reach out to enable them for your business.
Smarter webhook automations
Webhook automations are now far more flexible — send the right message, only when the conditions are right.
🎯 Webhook automation filters — conditionally trigger a webhook automation based on the webhook content, so it fires only when your conditions match.
🔀 Multi-template webhook automation — send more than one template from a single automation, each triggered by its own matching filter — e.g. one template when an order is in progress and another when it’s delivered, all in one automation.
More improvements
A few more updates worth knowing about:
🧾 Official Odoo connector — a new official Odoo connector is available on the Odoo Apps marketplace, making it easy to send WhatsApp messages from Odoo via webhooks.
🚀 Campaign upgrades now generally available — the Campaigns upgrades we launched in Beta (auto-resend failed messages, split sending across days, manual resend to failed contacts, pre-launch checks, and cancel campaign) are now available to everyone.