This release of Conversation Cloud introduce significant updates, including enhanced Agent Assist capabilities with new parameters in the Transcript API for identifying conversation sources by brand account. For WhatsApp, key changes include a shift to BM-level messaging limits, which are now calculated and shared across a business portfolio, leading to faster access to higher limits, greater flexibility, and reduced administrative burden. Additionally, MM Lite messaging for WABAs will now be automatically enabled upon signing the MM Lite Terms of Service with Meta, streamlining onboarding and optimizing marketing messages.

Jump to section

Agent Assist

Transcript API Enhancement: Brand Account Identification

We've enhanced the Transcript API with new identification capabilities to help brands better manage their chat conversations.

New Parameters Added:

Brand Account Name - Human-readable account identifier
Brand Account ID - Unique internal identifier assigned by Agent Assist to each channel account

Benefits:

Easily identify the source account for chat conversations
Better organization and tracking across multiple channel accounts
Support for various account types (WABA numbers, Instagram accounts, etc.)

Note: To map the Brand Account ID to specific WABA numbers, please contact our support team for assistance.

WhatsApp Updates

1. Business Manager Level Messaging Limits

Effective Date: October 7, 2025

We're transitioning from per-number messaging limits to portfolio-based limits for improved flexibility and efficiency.

What's Changing

Previous Model: Messaging limits calculated per individual phone number
New Model: Messaging limits calculated and shared across entire business portfolio

Implementation Details

Existing portfolios automatically receive the highest limit from any phone number within that portfolio
Example: If your portfolio contains one number with 100K limit and others with lower limits, the entire portfolio receives the 100K limit

Key Benefits

Faster Access

Limit upgrades within 6 hours (previously 24 hours) New numbers get immediate access to portfolio limits

Greater Flexibility

Add unlimited phone numbers without requiring additional phones for higher limits All phones share the portfolio's messaging limit

Reduced Costs

Minimize administrative burden Reduce operational costs by eliminating unnecessary phone numbers

Where to View Limits

You can monitor your BM level messaging limits in two locations:

Console Homepage
Accounts tab within the WhatsApp channel section

2. Automatic MM Lite Messaging Activation

We've introduced automated activation of MM Lite messaging to streamline your onboarding experience.

How It Works

Trigger: System detects when MM Lite Terms of Service are signed with Meta
Action: Automatically enables MM Lite messaging for all WABAs under your Business Manager
Result: Immediate access to MM Lite optimization features

Benefits

Seamless Onboarding: No manual activation required
Immediate Availability: Start using MM Lite features right away
Optimization: Automatically leverage the best Marketing Messages optimization

Need Support?

For questions about these updates or assistance with implementation, please contact our support team.