Conversation Quality Index (Beta)
A new AI-calculated metric that measures how well your support team handles conversations — like having a quality-control reviewer on every single conversation.
🔍 Every conversation analyzed — the AI evaluates each conversation assigned to an agent once it’s closed, or after 72 hours with no activity.
✅ Counted as positive — the request was handled well (resolved), or the agent replied but the customer stopped interacting (abandoned).
❌ Counted as negative — the request wasn’t handled properly (unresolved).
✍️ Admin override — admins can review any conversation and override the AI’s score.
🧪 Available in Beta
Can be enabled per business — even without the AI bot. Reach out to your account manager to try it.
Reserve your WhatsApp username
Meta has opened WhatsApp username reservation — soon, customers will see names like @acme.store instead of business phone numbers. You can now secure your brand’s name right from Settings → WhatsApp Numbers.
🏷 One-click reservation — a banner invites eligible businesses to reserve a username for their number.
✨ Suggested or custom names — pick one of Meta’s suggested names (with higher approval odds) or enter your own, validated against all of Meta’s format rules.
📋 Status at a glance — the numbers table shows each number’s username status, including names already reserved via WhatsApp Manager.
🚨 First-come, first-served — usernames are claimed across all of WhatsApp, so reserving early protects your brand.
Store products: share them anywhere, manage them in one place
Your store catalog got a lot of love this month — share products directly in conversations and campaigns, and manage everything from a brand-new Products Management page.
💬 Share from the Inbox — while chatting with a customer, pick one or more products and send them instantly (available in open WhatsApp sessions).
📣 Products in campaign replies — add products to your campaign custom replies and turn every broadcast into a path to checkout.
🛒 Single product or carousel — send one product as a CTA message, or several as an interactive product carousel. This replaces Facebook Catalog sharing.
🗂 New Products Management page — browse and search everything synced from your store, and manually sync your latest products whenever you need.
⭐ Recommended products — pick the products to prioritize in all system-generated outbound carousel messages.
🎚 Control availability — choose whether inactive products are included in automations and campaigns.
🩺 Spot product issues — filter products with missing images, descriptions, or prices.
🚀 Already connected your store?
Product sharing is available to any business with an e-commerce integration — just make sure your store products are synced.
Ticketing: customer notifications + 30 new reports
Last month’s Ticketing product got two major upgrades: your customers can now follow their tickets, and you can now measure everything about them.
🔔 Status update notifications — notify customers whenever a work item’s status changes (created, in progress, and so on), with a customizable notification per status.
🧩 New template usage — with custom fields for ticket type, status, number, and stage.
🌍 Automatic language detection — the template language is detected automatically, with a fallback to Arabic.
⏳ 10-minute grace window — notifications go out 10 minutes after the status change, and users with permission can cancel one before it sends.
📊 30+ ticketing reports — a full reporting suite for work items, with click-through to the data behind each report.
More improvements
A few more updates worth knowing about:
🔐 Enterprise-grade webhook security — two opt-in protections for webhook triggers: Basic Auth (username + password) and IP allowlisting. Both can be turned on or off any time, on new and existing automations.
🧭 Simpler survey automation setup — NPS, CSAT, Purchase Review, Product Feedback, and e-invoice automations are now set up entirely from the template creation experience — no more jumping between WhatsApp Flows, Templates, and Automations.
📦 Tracking links in order status — add
tracking_url,tracking_number, andcarrier_nameto order status notifications, with filters to send different tracks with and without a link.📈 AI reports drill-down — see which messages and sessions produced a resolution or escalation, click through to the linked conversation, and export the report for more detail.