Explore the latest enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over Messaging channels.
- Store a WhatsApp Business-Scoped User ID in Salesforce
To align with Meta’s privacy improvement that allows WhatsApp users to optionally select a username and hide a phone number, we store the username in a new MessagingEndUser object field. Find this new username, known as a Business-Scoped User ID (BSUID), in the MessagingExternalUserKey field. Previously, WhatsApp users were identified by their phone number, which continues to reside in the MessagingPlatformKey field. - Inactivate and Then End a Messaging Conversation in Session-Based Enhanced Chat
You asked, we listened. Admins can configure an inactivity timer that automatically inactivates, and then ends messaging conversations in session-based Enhanced Chat. Previously, the Inactivate & End Session option was only closing sessions, resulting in a new session being attached to an old conversation. - Batch End Messaging Sessions from a List View with Status-Based Capacity
You asked, we listened. Service reps and admins using status-based capacity in Enhanced Messaging can now batch-end Inactive messaging sessions from a list view button. Previously, only tab-based capacity workflows could end Inactive sessions with this button. - Extend the Expiration Timer for Messaging Components Sent by WhatsApp Dynamic Flows
Give admins control over how long a form-based messaging component sent by a dynamic Flow with an Apex class stays active before it expires. You can now set a custom expiration timer per component directly in Messaging Component Builder. Previously, the expiration timer was available to form-based messaging components that used a Global Action, but not to form-based messaging components that used an Apex class. These Apex-based components previously had a hardcoded 5-minute expiration. - Migrate From Marketing Cloud Engagement or a Business Service Provider to Unified WhatsApp Faster
To reduce migration downtime from two or more days to under four hours, migrate your WhatsApp Business Account (WABA) to Unified WhatsApp first and elect to add your phone number later. Previously, you could only migrate your WABA with a phone number, which set in place a 1-2 day downtime before you could migrate templates. - End Inactive Messaging Sessions Automatically
To quickly clean up sessions with an idle end user, configure a messaging channel to auto-end or auto-inactivate and then end sessions after a specified length of time. Previously, you could auto-inactivate sessions in a channel, but auto-ending wasn’t an option. - Streamline the Management of WhatsApp Templates
Build and manage Utility and Marketing WhatsApp templates directly in Salesforce. You can now create, edit, submit for approval, publish, and delete these template types in Messaging Component Builder. By managing WhatsApp templates directly in Salesforce, you save time and minimize synchronization issues with your WhatsApp Business Account (WABA). Previously, you had to create the WhatsApp templates and manage them in your WhatsApp Business account, and then import them into Salesforce. - Process India Payments Seamlessly in WhatsApp Conversations
You can now process your payments securely and seamlessly in a WhatsApp conversation with your customer. The Payment Messaging component now supports WhatsApp. Service reps can send secure, direct payment requests to customers. Customers can complete the transaction instantly without leaving the conversation, boosting your conversion, and creating a better customer experience. - Showcase and Sell Products or Services Directly in WhatsApp Conversations
Showcase your inventory and start a sales journey directly within a WhatsApp conversation. Instead of redirecting customers to external websites, use the Catalog message component to send your entire catalog, a single-product message, or a multi-product message. - Elevate the WhatsApp Chat Experience with Tap-Back Reactions and Message Replies
Build trust with your customers by offering the standard WhatsApp features they expect. Service reps now see the emoji reactions that customers add to messages, and when a customer replies to a specific message, reps see that reply tethered to the original message it responds to. Reps get the context they need to provide faster, more personalized support. - See When Customers View Your WhatsApp Messages
Build trust and efficiency with read receipts for Enhanced WhatsApp channels. Your service reps and customers now get confirmation when their messages are viewed, which creates a more transparent conversation. - Show Real-Time Typing Indicators to Customers
Give your customers the conversational experience they expect. A typing indicator now appears when a service rep composes a message in a WhatsApp session, so customers know a reply is on the way. - Let Service Reps View the Rich Content Version of a Notification Messaging Component
WhatsApp templates (configured as a notification messaging component) now render in full rich content in the Service Console. This allows service reps to see the header (including media files), the body, the footer, and button options, providing valuable context for the chat and reducing extended handle time that might result from clarifying questions. Previously, reps could only see the internal name of a notification component in the Service Console. - Finish Wrap-Up Work After a Transfer
Give your service reps the time they need to log notes or update records after transferring a conversation. To permit After Conversation Work (ACW) for transfers, configure the Enhanced Conversation component to keep messaging tabs active after a handoff instead of closing automatically. - Report on Messaging Sessions that Relate to a Case
Select Messaging Sessions as a related object on the Cases object in a custom report type. Previously, you couldn’t view messaging sessions per case using a custom report type. - Track Service Rep First Response Time Automatically
Use a new field value to capture the time (in seconds) between when a conversation is routed to a Service rep or queue, and when a service rep first responds. Service Rep First Response Time is a new value on the MessagingSessionMetricType field of the MessagingSessionMetrics object. Previously, identifying how quickly a rep responded after a session transfer required complex LWC development or API callouts to the ConversationEntry object. - Use New Messaging Engagement DMO Fields
Unified WhatsApp users can access the following new fields on the Messaging Engagement Data Model Object (DMO). - Get Ready for WhatsApp Username Changes
Soon, WhatsApp users will be able to select a username and hide their phone number. This privacy feature from Meta is optional, but businesses must be ready to identify and communicate with users via a new identifier called the Business-Scoped User ID (BSUID). - Standard Facebook Messenger Channels to Stop Working in June
If you haven’t yet upgraded your Standard Facebook Messenger channels to enhanced channels, upgrade now to avoid a service interruption. These channels, which were retired on Feb. 14, 2026, will stop working during the week of June 1, 2026. - Standard SMS Channels to Stop Working in July
If you haven’t yet upgraded your Standard SMS channels to enhanced channels, upgrade now to avoid a service interruption. These channels, which were retired on Feb. 14, 2026, will stop working during the week of July 1, 2026. - Mark Abandoned Messaging Sessions Inactive
Configure a timeout for conversations that customers abandon by closing their browser or tab, navigating away from the page, or losing their connection. Abandoned messaging sessions are marked inactive and removed from agent queues, helping service reps focus on active customer conversations. - Legacy Chat Is Being Retired
Legacy chat is scheduled for retirement on February 14, 2026, and is in maintenance mode unit then. You can continue to use chat until that date, but we recommned transitioning to Messaging for In-App and Web for modernized customer communication. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time. - Translate Structured Chat Messages Inline
Translate structured messages in chat into your preferred language using automatic translation. When the system detects a different language, a translation prompt appears to convert the text instantly. Your service reps can seamlessly toggle back to the original text at any time. Unlike text messages, structured messages are not translated at the time of sending. They are sent in the language configured by the admin in the organisation. On the conversation transcript, the content is translated into the reps or end user’s language for viewing. - Translate Enhanced Chat Sessions with the Messaging User Language Field
Your support reps can now handle multilingual conversations more accurately by routing translation settings through the Messaging User Language field. The translation component automatically detects and applies the language specified in this field, even if the user sends messages in a different language. If a user requests a switch to another language, reps can update the field directly on the record and refresh the component to continue translating in the new language. This update ensures that your reps always have the correct context and translation tools available during active chat sessions. - Monitor and Cancel Bot Conversation and Conference Transfers
Updated transfer pages now display the specific routing destination queue name during agent-to-human transfers and conference invitations. The page also displays the number of available agents. Your users can cancel a transfer or conference request directly from the dialogue box. Clear error messages guide your users if a cancellation request fails, ensuring they stay informed throughout the routing process. - Unify Marketing and Support Journeys with RCS Messaging Channel
Offer your customers an interactive support experience with the Rich Communication Services (RCS) messaging channel. Your service reps can now view the text-based context of past marketing messages and handle inbound RCS inquiries directly within the Service Console. - Bring Your Own Channel
Improve the experience for reps and messaging end users by exploring the latest enhancements and updates for Bring Your Own Channel for Messaging and Bring Your Own Channel for Contact Center as a Service (CCaaS). - Bring Your Own Bot
Improve the experience for reps and messaging end users by exploring the latest enhancements and updates for Bring Your Own Bot (BYOB) for Messaging.