We’ve rolled out one of the biggest updates of the year. The release 2.91 brings a Unified Customer Card, a redesigned chat page, smarter automation, detailed reporting, and a series of improvements for WhatsApp Business API.
The changes are aimed at making daily work faster, cleaner, and more transparent for both operators and managers.
Below, you’ll find a detailed overview of everything included in this release.
Unified customer profile
The biggest update in this release is the Unified Customer Profile. From now on, all messages from the same person across different messengers and channels are tied to a single profile. It doesn’t matter if a client reaches out on WhatsApp, Telegram, or through your website chat. All conversations are grouped together and available in one place.
Previously, each channel created its own separate dialog. If you needed to update customer data (like phone number, email, or comments), you had to edit every chat manually. That’s no longer the case. Now you update the data once, and it syncs across all the customer’s chats. Most importantly: no more confusion with duplicated chats.
What you can do with the Unified Profile
- Centralized editing: update name, phone, email, tags, and notes once — the change applies everywhere.
- Quick navigation: switch between a customer’s dialogs without leaving the profile view.
- Merge and split: combine chats if they belong to the same person, or separate them if they don’t.
- Data control: when merging, choose which fields to keep, merge, or discard.
How to merge customer chats
- Open the customer profile in the chat center.
- In the menu, select Link chats.
- Search for the dialog by name, number, or ID and select it.
- Decide which data fields to keep in the final profile.
- Add a profile name and any additional details, then click Save.
If needed, you can also unlink chats: in the customer profile, select Unlink chats.
Access to merge/unlink actions is managed in Operators > Roles and Permissions > Actions > Link chats.
The Unified Profile makes work easier for operators: all customer data is consolidated, even when they write from multiple channels. It’s now faster to find the right dialog, edit contacts without duplication, and see the full conversation history at a glance.
Redesigned chat page
We keep refining the Chat2Desk workspace to make it cleaner and easier to use. In this release, we’ve redesigned the chat page: the top panel has been removed, and its elements have been moved to more logical and convenient places. The result is more space for conversations and quicker access to key functions.
What’s new on the page
- User profile: the profile icon is now at the very bottom of the left sidebar. Click it to open account details: check your status, see the company balance (for admins only), change the interface language, or log out.
- Company balance and language settings: both are consolidated in the account window under your phone details. The balance can be refreshed instantly without leaving the page.
- Quality rating: operator rating is now located under the profile icon, making it easy to track performance without switching sections.
- “New conversation” button: stays in the same place — in the filter menu.
- ⚡ Quick grab button: allows you to instantly take up to three new chats. It’s now located at the top of the page, above the New conversation button.
- Usernames: in operator profiles, only the first name and the initial of the last name are shown instead of the full name.
Why this matters
The chat page now looks more minimalistic and gives operators a larger workspace. All core functions are available in one or two clicks, reducing unnecessary navigation between different menus.
Active dialog report
This release introduces a new report that helps companies better plan costs and manage team workload. You can now track how many active dialogs your company handled during a selected period and group the data by days, months, or years.
What counts as an active dialog
An active dialog is any conversation that had at least one incoming or outgoing message during the chosen timeframe. Dialogs from WhatsApp Business API are not included in this report, since they are billed separately.
Where to find it
Go to Reports > Other > Active dialogs over time to generate the data.
The report gives managers a clearer picture of message traffic and operator workload. It helps forecast dialog volumes, plan dialog packages more accurately, and analyze communication trends over time.
Smarter auto-assignment
We’ve expanded auto-assignment settings to make dialog distribution more consistent and personalized. Now you can choose to route a returning customer’s chat back to the same operator who handled it before — even if that operator is offline when the new message arrives.
This is especially useful when clients write outside business hours: instead of being reassigned to someone else, the chat stays linked to the original operator. When they come back online, they can continue the conversation without losing context.
Available options
In Settings > Automatic chat assignment, you’ll now be able to use two modes:
- Assign to the previous operator only if online
- Always assign to the previous operator, regardless of status
If the chat has no previously assigned operator, dialogs are distributed according to the standard rules.
API support
We’ve also updated the Public API. A new parameter force_assign controls whether auto-assignment rules are applied:
- true (default): chats are assigned as before, even if operators have already reached their dialog limits.
- false: chats are assigned strictly following system rules, only to operators online with available slots in the queue. If none are found, the dialog stays in New.
This change reduces confusion for clients and keeps communication consistent, while giving teams more control over how chats are routed.
Auto top-up for dialog packages
Your team will no longer lose access to customer chats when a dialog package runs out. With this update, Chat2Desk automatically activates an extra pack of 100 dialogs once the limit is reached, as long as the company has an active plan and sufficient funds in the account.
How it works
- When all available dialogs are used up, the system instantly adds a package of 100 dialogs.
- All previously blocked chats are unlocked right away.
- Operators can continue conversations without downtime or manual intervention.
Guided onboarding for new users
Starting with this release, new companies get a built-in onboarding flow that makes the first setup simple and intuitive. The step-by-step guide launches right after registration and walks admins through the essentials: connecting messengers, adding operators, and configuring the chat center.
What’s included in onboarding
- Connect channels: link one or several messengers to start receiving customer messages.
- Add operators: invite team members individually or upload multiple addresses at once.
- Set up the workspace: configure a basic chat center to handle conversations efficiently.
Onboarding progress is saved automatically. If you stop midway, the flow resumes from where you left off. Don’t want to go through it at all? You can skip onboarding and return later via the learning center.
The onboarding experience is available to administrators and supervisors on first login.
Clear setup steps reduce the time to first response, help companies get their team running faster, and ensure no critical settings are missed at the start.
WhatsApp updates
This release brings various long-awaited improvements to WhatsApp Business API channels, making conversations smoother for both operators and customers.
Voice messages via Gupshup and Cloud API
Operators can now record voice notes directly in the web interface, listen to them before sending, and re-record if needed. Customers receive messages in the native WhatsApp audio format.
Previously available for 360dialog, this feature is now supported in Gupshup and Cloud API as well.
Payload-based buttons in bot scenarios
Buttons in WhatsApp Business API scenarios now use payload values instead of random IDs. That means:
- readable, human-friendly values that reflect the action;
- easier scenario setup and maintenance;
- the ability to return to the same message and choose another button;
- simpler integrations with external systems, since payloads can carry additional parameters.
Faster template synchronization
For 360dialog and Cloud API numbers, approved message templates now sync every 10 minutes instead of up to 3 hours. This minimizes errors like “template not found” and speeds up the rollout of new campaigns.
Import of outgoing messages
Chat2Desk can now import not only incoming, but also outgoing messages sent directly from the WhatsApp app on a phone. If an operator replies outside the platform, that message is automatically pulled into the system, keeping the full conversation history intact in one window.
