Product Updates Q2 2025 

Welcome to our Q2 Product Update! As we wrap up another busy quarter, we’re excited to take you through the latest features and improvements.

Darshana Rathod Product Marketing Manager
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A Platform Built For Your Growth:

In Q2, we’ve continued to strengthen our platform capabilities. Building on last quarter’s momentum, this release puts smarter automation front and center – with updates like enhanced WhatsApp Flows and new analytics and reporting tools for chatbots. With WhatsApp Business and Viber voice calls now available through both Conversations and API, along with a range of omnichannel improvements, we’re making it even easier for you to stay connected and deliver outstanding experiences as you grow.

Quarterly Highlights:

Watch the video for a walkthrough of what’s new, or jump straight into the highlights and explore everything at your own pace.

The video above provides an in-depth look at our latest updates and features. Here’s a quick summary of the key highlights covered:

  • RCS Capability Checker: 
    Quickly see what portion of your audience can actually be reached via RCS, so you can plan smarter campaigns. 
  • WebView in RCS: 
    Let users interact with web pages, forms, or payments without ever leaving the chat, thanks to our new in-conversation WebView. 
  • AI Agent for WhatsApp Flows: 
    Create, launch, and manage interactive WhatsApp Flows in minutes with our new AI-powered Flow Builder. Apply here for early access.  
     
    Additionally, if you are building omnichannel interactions via our Messages API, WhatsApp Flows is now available on top of the usual capabilities – that means you can take advantage of new features like time pickers, multi-select lists, and Open URL/WebView actions.  
  • WhatsApp & Viber Voice in Conversations: 
    Agents can now handle WhatsApp Business Calls and Viber voice calls alongside chats in a single thread, making support faster and more seamless. 

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Beyond what’s covered in the video, this blog highlights even more feature updates from Q2. 

Discover how AI analytics and automated chatbot reports bring you clearer insights into every conversation. Check out the latest voice capabilities – from enhanced transcription to WhatsApp Business Calling. Plus, explore new ways to engage customers with Viber’s Carousel, List, and OTP messages. 

We’ve also made it easier to personalize and automate campaigns with improved integrations for Salesforce, Oracle Eloqua, Oracle Fusion Service, Microsoft Dynamics 365, and HubSpot. 

Lastly, we break down what’s changed with the new WhatsApp pricing model. 

AI Analytics: Smarter Insights, Faster Improvements 

AI Analytics reporting now enables you to quickly understand what’s happening across all your assistants.  

  • Enhanced multi-bot reporting lets you compare trends and performance at a glance, giving you a clearer view of what’s working and where improvements are needed.
  • With new topic grouping, granular insights are consolidated into actionable themes, making it much easier to identify unresolved queries, off-topic messages, and contextual mistakes. 

These improvements lead to enhanced responsiveness and performance, with less manual tweaking over time. 

BFSI – Detect potential spam or fraud early and enable faster intervention.

Retail – Track and improve performance on order tracking, returns, and agent handovers.

Travel – Boost service quality during peak periods by optimizing automated conversations.

Answers Performance Report: Optimize Your Chatbot Conversations

Get instant, actionable insights into your chatbot flows with the new Answers Performance Report. With AI-powered analysis, you can quickly identify where users are dropping off and understand what’s impacting conversion.  
 
The report doesn’t just highlight issues – it also suggests targeted improvements, so you can refine your flows, boost engagement, and maximize the value of your chatbot. 

BFSI – Identify drop-off points in key flows like loan applications or account servicing, enabling smarter automation and a smoother, more secure customer journey.

Retail – Uncover where shoppers abandon their journeys and why – empowering brands to fine-tune chatbot flows, reduce cart abandonment, and boost conversions.

Speech Capture Enhancements: More Accurate Transcriptions, Greater Control

Developers now have even more flexibility over speech recognition in the Calls API. With new controls for punctuation, number formatting, filler word management, and support for custom dictionaries, you can fine-tune transcriptions to fit your specific needs.  
 
These enhancements mean cleaner, more accurate results and a better experience for both you and your end users. 

WhatsApp Business Calling API: Transform Customer Conversations

WhatsApp Business Calling API is now available to all users. This major update lets your teams seamlessly move from chat to voice calls – all within one app. 

With this new update, you can:   

  • Resolve complex issues faster by turning chats into live calls, without switching channels.  
  • Keep every conversation together in one thread, so nothing gets lost and agents always have context.  
  • Rely on end-to-end encrypted calls to support privacy and compliance. 

Viber Messaging: Engage Customers in More Ways

We’ve introduced three new Viber message types to help you create richer, more interactive conversations: 

  • List Messages: Simplify choices for your customers by presenting up to five predefined response options.  
  • Carousel Messages: Showcase up to five cards in a single message, each featuring an image, text, and a call-to-action button.
  • OTP Messages: Deliver fast and secure one-time passwords right through Viber’s trusted business messaging. 

BFSI – Use OTPs for secure transaction authentication and List for rapid customer feedback or service options.

Retail – Use Carousels to make product promotions more engaging and use List for fast customer surveys.

Seamless Integrations and Advanced Personalization 

We’ve rolled out several updates to help you connect with your customers and personalize experiences across your favorite platforms: 

  • Message customers via SMS and WhatsApp directly without leaving your agent interface, within Oracle Fusion Service workflows. 
  • With HubSpot, sales and support teams can now connect via RCS and Viber, alongside SMS and WhatsApp – enabling richer, two-way conversations right inside your Hubspot Inbox. 
  • Dynamics 365 Customer Insights – Journeys now supports RCS alongside SMS, WhatsApp and Viber, plus the ability to assign multiple sender numbers for more targeted campaigns. 
  • Build highly personalized campaigns across SMS, RCS, and Viber in Salesforce Marketing Cloud, now with advanced AMPscript support and enhanced features for Kakao Chingu. 
  • As an Oracle Eloqua user, you can now take personalization to the next level by adding dynamic parameters and branded short links to any campaign. 

WhatsApp Pricing Update 

WhatsApp has switched to template-based pricing. Businesses are now charged per template message delivered, while all Utility messages sent within the 24-hour customer service window are free of additional costs. Learn more.