Console 18.0: Release Notes
Simplify event management with the all-new Events Manager—create, map, and sync system and custom events from platforms like CRMs, Shopify, Bot Studio and Agent Assist to drive personalized campaigns. Unlock instant customer personalization with Trigger Event Node, experience smarter error management with API Node and get clearer insights with timeout error notifications. Boost agent productivity with automated retargeting, bulk chat actions, and customizable customer dashboards. Bring in customers to a WhatsApp chat experience from ads on TikTok. Set up authentication messages quickly with the Meta pre-approved Authentication Template Library, and control WhatsApp marketing message validity with Time To Live (TTL).
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Events Personalize Bot Studio Click to Chat Ads Agent Assist Channels BillingSimplify, Map, and Personalize with the
all-new Events
New Events Manager, a unified hub to manage all customer events
Introducing Events to help you manage customer events across your Gupshup projects.
The new Events dashboard supports both- system events - pre-defined events from platform modules and custom events - from external sources like CRM, Shopify or modules like Bot studio.
Custom event creation made simple
With the new Events manager, you can now easily create custom events from external platforms—such as ‘order placed’ from website, Shopify, and internal modules like Bot Studio - such as ‘QR code scanned’, ‘lead qualified”. Just define the event source, identifier, and relevant JSON keys.
A new "Add properties by JSON" feature speeds up the setup by letting you paste a JSON payload to auto-generate event properties, eliminating manual entry. The UI also includes real-time error feedback to ensure clean, reliable data. Once an event is created, you have the option to Save in Personalize, deciding whether the event should create or update profiles in Personalize.
By default, this option is turned off, and you get full control over storage costs, by deciding which data to retain or not.
Property mapping for Events
Map key fields like phone number, email, city etc. to enhance your event data. Once mapped and saved, your event data keeps profiles in Personalize up-to-date. With this, enriched information is readily available across modules—enabling more contextual interactions.
Bloomreach integration is now live
If you use Bloomreach, you can now trigger personalized messages through Campaign Manager using the Bloomreach integration.
Campaigns created on Bloomreach will also appear in the console under the Campaigns tab, with full analytics—including delivery reports (DLR), link clicks, and button click events, reducing the need to switch between platforms.
Deeper Integration With Bot Studio and Agent Assist
You can now send custom events directly from Bot Studio and unlock advanced segmentation and decision-making in Personalize.
Whether it's “QR code scanned” or a user sharing product preferences, these events update profile properties in Personalize, enriching profiles and allowing new segmentation dimensions.
What’s more, Agent Assist is now deeply integrated with Personalize. All customer-live agent interactions—such as product interests, concerns, or intent—are captured as events in Personalize, making automated retargeting seamless.
For instance, if an agent notes a user’s interest in silver jewelry but they haven’t purchased, that insight can trigger an automated campaign. This eliminates the need for manual follow-ups, enables timely, tailored campaigns and improves agent efficiency.
For more details, explore the Bot Studio and Agent Assist sections below.
Trigger Event Node, API Node for Error Management and Full Screen Web Widget
Unlock instant customer personalization with Trigger Event Node
This no-code feature lets you send custom events during live journeys, seamlessly integrating with Personalize. Now you can update user profiles in real-time for things like cart abandonment or product views, enabling personalized follow-ups, targeted campaigns, and deeper insights for better business decisions and customer experiences.
Advanced API Node: Smarter error management
The API Node now offers advanced control and error handling. Previously, it only captured responses. Now, it provides detailed status-based connector updates for all API interactions, allowing you to build intelligent journeys with branching logic based on a wider range of outcomes, not just success. You can define specific actions for different API error types, for example triggering a retry mechanism for a temporary service outage, while a different error might route the user to an AI or human agent for immediate assistance. This minimizes disruptions, optimizes automation, and ensures a more resilient customer experience.
Accented character support: Improved journey resilience (LATAM region only)
We've recognized that variations in Unicode characters, particularly accented letters common in Latin American languages (e.g., ć vs. c), could lead to unintended journey breaks during text comparisons in Starting or Condition nodes. This critical update minimizes the risk of journey failures due to character encoding differences, leading to more consistent customer experiences in this region. By normalizing these characters, you can build more robust and inclusive journeys, ensuring accurate customer segmentation and personalized interactions across Latin America.
Reach out to us at [email protected] to enable Unicode Normalization on your projects.
Clearer insights with timeout error notifications
We've improved Bot Analytics to prevent inaccurate "0" counts caused by server timeouts. Now, if a query times out, an error icon will appear directly on the affected metric, chart, or table. This ensures data accuracy and reliability, giving your teams confidence in their reporting and strategic decisions, and helping them quickly identify and resolve potential data issues.
Advertise Now Supports TikTok(Beta)
You can now bring in customers to a WhatsApp chat experience from ads on TikTok(Beta) alongside Facebook and Instagram.
Move beyond static landing pages and tedious form fills and let high-intent prospects message you directly from their preferred social channels. You can configure click-to-chat ads for these platforms under the Click to Chat Ads section.
TikTok will be available in select countries.
To get early access write to us at:[email protected]
Automated Campaigns, Bulk Actions for Agents and Customizable Customer Dashboards
Smarter, automated customer interactions with Agent Assist and Personalize integration
With this release, customer interactions on Agent Assist can be stored in Personalize, enabling an effective way to re-engage customers based on specific information (like product interest, feedback, or follow-up requests), shared during agent conversations.
By capturing real-time data from agent chats, such as preferences, or purchase intent, and syncing it into Personalize, you can retarget customers with precision, at scale. Whether it’s reminding someone about a product they showed interest in or sending post-purchase tips and feedback requests, multiple interactions can now be triggered automatically.
Upon successful integration of Agent Assist and Personalize, a default event named “Agent Assist Chat Fields” will be created in your Personalize account. This event will house all event properties linked to your Agent Assist chat fields, ensuring a seamless flow of structured data into your campaigns.
Bulk actions for faster, smoother chat management
We’re extending the power of bulk actions that were previously exclusive to only admins to supervisors and agents, making it faster to manage multiple chats simultaneously. Supervisors and admins will have access to Bulk Actions by default, ensuring smooth oversight. For agents, access is configurable via a new toggle in User Controls: “Enable Bulk Actions for Agents.” This gives admins granular control over who can use this productivity boosting feature.
For example, agents can now send reminders to all open chats where customers haven’t responded, add a “negotiation” tag to several conversations at once, assign multiple chats to different teams, or resolve chats in bulk—all in just a few clicks.
The result? Streamlined workflows, better control, and a faster way for everyone to manage conversations at scale.
Customizable customer details, with flexibility for your workflows
We’re evolving the customer details view into a fully customizable dashboard tailored to your needs, eliminating excessive scrolling and clicks. This means you can replace standard fields like phone, email, and account ID with any customer, chat, or fields you use the most, putting key information front and center.
Additionally, you can add new fields from these categories to create a comprehensive, consolidated view and sort them in any order to prioritize what matters most.
This update saves time by reducing clicks and scrolling, and allows personalized data layouts to fit your workflows, boosting agent efficiency with immediate access to critical details.
Faster support, deeper context - all with just a phone number
You can now fetch chat transcripts using a customer’s phone number, making it easier for your team to access past interactions and assist better. Simply input the customer’s phone number to retrieve their entire conversation history, or filter by date range to find specific sessions. This update helps you respond faster, know the full context of a customer’s journey, and streamline support interactions.
WhatsApp & Web
Faster WhatsApp authentication message configuration
Setting up authentication messages is now quicker with the Meta pre-approved Authentication Template Library, live on Gupshup.
Designed for use cases like password recovery, OTPs, and login confirmations across all business verticals, you can now select from a range of ready to use Meta-compliant templates without manual approvals.
Control WhatsApp marketing message validity with TTL
Time To Live (TTL) for WhatsApp Marketing Messages is now available for accounts onboarded to MM Lite on Gupshup.
TTL lets you define how long a marketing message should be retried for delivery, ranging from a few hours to several days or even a week. This gives you more control over the relevance of your campaigns, ensuring users receive messages only while the promotion is still valid. Example, you can set a 6-hour TTL for a flash sale that ends at 6 PM, or a 1-day TTL for event reminders.
If not set, the default retry period is 30 days.
Accounts tab revamp & template guidelines
Now easily track account related notifications from Meta such as violations and restrictions in the revamped Accounts tab under ‘Account Update Stream’. The updated, cleaner UI consolidates all your WhatsApp Business Account information in one place.
Additionally, to boost engagement, Meta has introduced new guidelines encouraging shorter templates with fewer emojis, as consumers respond more positively to concise messages.
You’ll see the guidance to keep templates under 550 characters and limit emojis to under 10 during template creation.
Enhanced chat experience for right-to-left languages
Our web chat widget now automatically supports right-to-left languages like Arabic, Urdu, and Hebrew. This ensures appropriate text alignment and a natural experience for your audiences.
Immersive chat experience with full-screen web chat
We've added a full-screen view option for the web chat widget, accessible in the Chat Aesthetics tab. This provides a focused, distraction-free environment for your customers.
This flexibility allows you to tailor the chat experience, leading to a better customer experience.
Improved billing visibility for postpaid customers
Billing information is now available at the org level for postpaid customers, with a refreshed billing page that includes billing account numbers and better visibility into how charges are applied.
Coming soon: billing-to-consumption account mapping and detailed usage metrics. Stay tuned!
For any feedback and assistance write to us at [email protected]yes