October 2026

✍️ Plain-language editor — each line you write becomes an action automatically: Ask customer, Read action, Write action, Look up content, Create ticket, Hand off to a team, or End. Or click “Generate with AI” and describe the procedure in one sentence.

🔀 Conditions — If / Else If / Else branches, judged by the AI from a sentence you write or by an exact expression.

🧮 Run code — short Python snippets for dates, totals, and filtered lists. The editor can write the code for you.

🛒 Store actions built in — search products, get an order, get a customer’s orders, and generate discount coupons from your connected store.

🧩 Sub-procedures — write “Verify the customer” once and reuse it in every procedure.

🛡 Safe by default — the customer confirms every Write action before it runs, the Test panel runs your draft without messaging any customer, and every publish is a new version.

📊 Results — Triggered and Resolved counts for each procedure, plus the outcome of every conversation.

🎯 Instructions, rebuilt — guardrails, simple instructions, clarifications, and custom escalation rules now all go in one place: Instructions. Write any rule, and we work out what kind it is and apply it to the right part of the AI agent.

⚠️ Feedback on your setup — if an instruction clashes with another, mixes several rules in one, or would work better as a Procedure, its card tells you and shows where it belongs. Each instruction also shows who last edited it and when.

🕵️ AI Bot Logs — click any AI message in the Inbox to see the reasoning behind it: the rule it matched, the path it chose (answer, ask a clarifying question, or hand off), the knowledge base articles it used, the actions it took, and why it escalated. If the bot hands off “Can I return my order?” instead of answering, the logs show it matched your rule “Return requests over 14 days.”

🖼 Attach media to AI responses — upload images and PDFs to the new Media library, then type @ in any AI answer — welcome message, knowledge base articles, instructions, escalation message — to attach one. A customer asks about sizes and gets your size chart; asks about services and gets your clinic’s price list.

🗂 One list — search, filter, edit, and activate or deactivate coupons.

🎟 Two types — Dynamic: a unique code we create in your store for each customer. Static: a code you already created in your store.

🔁 Create once, use anywhere — pick a saved coupon in your automations and AI agent settings instead of entering it again.

📈 Track performance — see each coupon’s usage, orders, and revenue, with a chart to compare performance over time.

🔗 Merge conversations — open a conversation, choose “Merge conversation”, search for the other contact, and merge. Both histories become one thread, without deleting or overwriting any channel details.

↩️ Unmerge anytime — separate a contact from a merged conversation whenever you need to, and see which contacts it combines right from the menu.

🔐 Who can merge — owners and admins can merge and unmerge; everyone on your team can see merged contacts.

🔍 Smart search — one search box: type a name, a WhatsApp username, an Instagram handle, a Messenger name, 6 or more digits of a phone number, or an order ID. It works in the Inbox global search and on the Contacts page.

👥 No duplicate results — customers who use several channels appear once, even when more than one of their identifiers matches.

📥 Your full Inbox on your phone — views, filters, search, assignments, teams, and topics.

⚡️ Everything you need to reply — templates with variables, products, voice notes, quick access to saved replies, and camera, photo, and video sharing.

🔔 Real-time updates — new messages, delivery and read updates, and push notifications arrive instantly. Tap a notification to go straight to the conversation.

👥 Built for teams — switch between workspaces, open conversations from links, and use the app fully in Arabic.

🔑 Log in with Google — click “Continue with Google” on the login page. It works when your Google email matches your BusinessChat email, and email and password login still works too. Available on the web and in the iOS and Android apps.

🧩 Contact Segments — save your contact filters as segments that update themselves: contacts join when they match your rules and leave when they don’t. Combine conditions with AND / OR, see the match count before you save, and pick segments as campaign audiences.

📎 Inbox polish — drag files from your desktop straight into the composer, including into internal notes when the messaging window is closed. The conversation timeline is redesigned too, so important events stand out and routine ones stay in the background.

🛡 Allow User Interruption — a new AI agent setting, off by default. While the AI agent is handling a conversation, your team can add notes but can’t reply until it hands the conversation over. Turn it on to let your team step in.