Release Notes


Last update April 10, 2024

What's New?Learn More
EmailNew and updated error codes
Voice and VideoSIP and WebRTC Filtering for Call Routing
WebRTC Filter Criteria
Video Frame Rate Control in WebRTC SDK
Freshworks Provider SIP Trunk
Channels and NumbersUI improvements
Messages APINew message types
WhatsAppWhatsApp Flows
MessengerMarketing Messages
AnswersUse WhatsApp flows to enable end users to perform tasks, such as filling out forms, without leaving the WhatsApp chat with your business
Use the new Head method in API requests to retrieve metadata about a resource, without downloading the resource
Use the new predefined attribute, callbackdata, to store the payload from the most recent message received from the end user
ConversationsExcluding automated messages from the SLA metrics
Display of error codes associated with unsuccessful messages
Conversation history context card (Early Access)
Live ChatAdvanced customization (Early Access)


New and updated email error codes

This release introduces new error codes and refined existing ones to provide more precise, action-driven errors for faster troubleshooting. Errors are grouped more clearly and correctly (for example, all bounced errors in one group) which helps make it easier to pinpoint possible issues and better report metrics once updated.

For more information, see the new and updated email error codes in Response status and error codes.

Voice and Video

SIP and WebRTC Filtering for Call Routing

We’re introducing new SIP Filter Criteria for greater Call Routing accuracy.

  • Traffic-Based Routing: Easily direct incoming calls based on overall traffic or from specific SIP trunks.
  • Enhanced Control: Customize routing using caller and recipient information from SIP invites.

Typical use case: Supports failover for new SIP call requests and enables routing of incoming SIP traffic to any outgoing SIP trunk.

WebRTC Filter Criteria

This release includes routing based on Call Origin and Identity. For example, direct incoming WebRTC calls to the most appropriate destination based on specific application criteria.

Use Case: Facilitate routing options for SIP, phone, or WebRTC to meet unique business requirements.

Video Frame Rate Control in WebRTC SDK

In this release, we provide users with great control over their frame rate settings for camera and screen sharing during webRTC calls.

Frame rates can be adjusted from 1 to 30 fps to suit specific needs for improved performance, energy efficiency, and adjustment for network conditions.

Freshworks Provider SIP Trunk

The Freshworks Provider SIP Trunk, developed by Infobip, offers a practical solution for Freshworks customers using the Freshcaller platform. This feature allows for the straightforward integration of a SIP trunk into their existing setup, enabling the use of Infobip as a global carrier for both inbound and outbound calls. Focused on ease of use, it is designed for complete self-service, ensuring that customers can quickly and easily get started within a few minutes. This integration enhances the Freshcaller platform by providing a reliable and efficient communication tool for businesses.

Channels and Numbers

The revamped layout of the Channels and Number sections enhances user experience significantly. WhatsApp, Viber, RCS, Messenger, Apple Messages for Business, Google Business Messages, Instagram DM, and Telegram have all received upgrades.


  • Improved management of WhatsApp templates by introducing a dedicated tab for WhatsApp templates for easier access.
  • Cosmetic enhancements and bug fixes for a smoother experience.

All other channels

  • Enhanced aesthetics and bug fixes provides more intuitive user journey.

Messages API

New message types available over Messages API:

  • WhatsApp carousel template
  • RCS template message (India only)

WhatsApp over API

WhatsApp Flows is now available over WhatsApp API. Manage your Flows faster and more easily.


Business can now initiate messages towards their customers, using Marketing Messages on Messenger. Opt-in is required for this type of messages.


Use WhatsApp flows to enable end users to perform tasks

WhatsApp flows is an interactive message type that enables you to add end-to-end custom workflows to your chatbot. These workflows enable the end users to perform tasks, such as filling out forms, without leaving the WhatsApp chat with your business.

Create these flows in your WhatsApp manager and then add the flow to your chatbot by using the WhatsApp flows element.

The following are examples of use cases for WhatsApp flows.

  • Offer products to end users.
  • Manage orders and delivery.
  • Collect information through forms. Example: Collect feedback, register for an event, or schedule an appointment.
  • Create personalized offers.
  • Create surveys.

For more information, refer to the WhatsApp flows documentation.

New method, Head, is now available in API response

The Head method is now available in requests in the API element. Use this method to retrieve metadata about a resource, without downloading the resource.

Example: Get information about the file size of an attachment. Depending on the file size, you can decide whether to download the file.

When you make a Head request, the server responds with the headers associated with the resource, but without the body of the resource.

New predefined attribute, callbackdata, is now available

Use the callbackdata predefined attribute to store the payload or metadata from the most recent message received from the end user. Use this information to personalize end user journeys in the chatbot.

For more information, refer to the Predefined attributes documentation.


Excluding automated messages from SLA metrics

You can now exclude automated messages from your SLA metrics to prioritize and measure real-time human responsiveness. The SLA calculation triggers when an agent sends their reply (the total resolution time counter starts).
Please note that any update to the SLA policy setup triggers an SLA recalculation.

Display of error codes

This update will introduce enhancements for retrieving error codes associated with unsuccessful messages on the user interface, facilitating more effective troubleshooting and issue resolution. Understanding the specific error codes allows for a more targeted and efficient approach to addressing problems, leading to a smoother user experience.

Conversation history context card


This release brings a new context card - Conversation history. With this improvement, you can preview all open and closed conversations associated with a specific customer without leaving the current page. The card brings together all interactions in chronological order, directly accessible on the My Work page. It is a unified view that helps agents comprehend the complete history of the customer's engagement, enabling them to provide more informed and personalized support. More info here.

Live Chat

Advanced customization


Besides basic customization, now there are further advanced customization possibilities utilizing CSS variables, where you can define themes with custom styling and apply them at widget runtime. By enabling this option, you can align the chat widget's appearance with your brand's logo, colors, and visual identity. Click here to find out more.

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