An inbox your team can work
Conversations now carry a status, an assignee, a priority, tags and internal notes, and the Inbox has views for what needs a person — the groundwork for your team taking over from the agent.
What shipped
- Statuses: open, needs a person, with a person, resolved. A visitor writing into a resolved conversation reopens it.
- Inbox views — All, Mine, Unassigned, Needs a person, Resolved — with counts, a tag filter, and status, assignee and priority on every row.
- Take a conversation, hand it to a colleague, set its priority, tag it and leave internal notes the visitor never sees; every change is in the conversation's history.
- Tags are managed under Settings → Tags, with usage counts.
- A new agent role for support staff: inbox only, no access to agent building, billing or settings. Seats count against your plan.
- In the API and MCP too: /v1/sessions filters and workflow, notes, conversation tags and members, plus nine new platform MCP tools.
- Coming next: replying from the inbox, and the agent staying quiet while a person handles the conversation.
Leads without the interrogation
Agents now offer to take a visitor's details at the right moment — after answering, once someone asks about prices, availability or a quote — and collect them through a short form with a consent checkbox instead of spelling out an email in the conversation.
WhatsApp without paying for every reply
From 1 October Meta bills every reply an agent sends on WhatsApp once a number has used its free monthly allowance. A new cost control answers up to a budget you set, then moves the person to your web chat with the conversation intact.
Choose the countries your agent serves
A country rule on the Guardrails tab blocks the countries you list, or serves only the ones you list, so an agent built for one market stops spending on visitors it will never serve.