Editable “To” Field While Replying via Hello

Users can now edit the recipient (“To” field) while replying to emails directly from Hello.

• Redirect a customer reply to a different department email without starting a fresh thread.

• Add additional stakeholders during an ongoing conversation

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AI-Powered Email Template Creation (Transactional & Promotional)

Create email templates faster with built-in AI suggestions tailored to the type of email you're crafting for both transactional and promotional campaigns.

• Generate a polished order confirmation template in seconds by simply selecting "Transactional" and describing your use case.

• Draft marketing campaigns without needing a copywriter.

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Custom Session Time for Bots at Inbox Level

You can now configure bot session duration at the inbox level to control how long conversations remain active.

• Configure a longer session window for a self-service support bot, giving customers more time to complete troubleshooting steps.

• Apply different session durations across multiple inboxes to match the expected response behaviour for each channel.

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Webhook Updates for WhatsApp Number & Template Status

Get real-time webhook updates for WhatsApp number status and template approvals/rejections.

• Get instant alerts on Slack or email when a WhatsApp template is approved or rejected, enabling faster campaign launches.

• Automatically trigger resubmission workflows when a template is rejected to minimize delays.

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Webhook Support for SMS API Failure Logs

Get webhook notifications for SMS API failures along with detailed logs.

• Integrate failure logs into your CRM to automatically flag contacts whose SMS delivery has failed, triggering a fallback communication via email or WhatsApp.

• Use failure log webhooks to build a retry mechanism in your backend that automatically reattempts sending to failed numbers after a set interval.

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View WhatsApp Number with Name

Easily see the mapped business name along with your integrated WhatsApp number directly on the MSG91

1. Quickly identify and manage multiple WhatsApp numbers in one place.

2. Ensure correct number-name mapping before sending campaigns or messages.
   

Unified Inbox in Hello

Now view all chats from WhatsApp, Instagram, Facebook, Widget, calls, and emails together in one inbox for a seamless communication experience.

• Support teams handling multi-channel queries

• Businesses managing customer emails and chats centrally

Custom Variable Name in WhatsApp Templates

Create clearer, more meaningful templates with customizable variable names.

• Sending personalized updates using clearly defined variables (e.g., {(customer_name)}, {(order_id)})

• Reducing Data Mapping Errors

• Named variables make reviewing and updating large template libraries faster, cleaner, and error-free.

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More Payment Methods 

We now accept payments via cryptocurrency, Amazon Pay, Cash App Pay, and WeChat Pay.

• Supports fast cross-border payments

• Seamless transactions for crypto-enabled users

Agentic AI (by GTWY)

Build intelligent, action-driven AI agents that connect with your business systems to deliver accurate responses and execute real workflows.

• Automate customer support by using real-time data to resolve queries instantly

• Handle complex, multi-step processes using connected APIs, documents, and knowledge bases.

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RCS Inbox in Hello

View and manage RCS chats directly within Hello.

• Respond to customer queries on RCS in real-time without leaving Hello

• Handle high volumes of RCS interactions efficiently alongside other channels in a single dashboard

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Searching Made Easy

With Global Search, type what you need — pages, settings, docs — all instantly accessible. 

• Users can search for any navigation or doc and land there directly.

• Support team can instantly pull up Chat Center, templates, or escalation rules mid-conversation.

• Developers can locate API docs without switching tabs.

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Advanced Email Personalization

You can now send complete customer information in one go.

• Combine all ordered items with product names, quantities, and prices looped into a single table in an email.

• Send one consolidated bill for all renewing plans and their details.

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Track Link Clicks in WhatsApp

Along with quick reply, you can now also track and view link clicks directly from WhatsApp templates.

• Track which promo links got the most clicks.

• Compare two links, see which wins.

• Find who clicked but didn't buy, follow up.

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Hello Keyboard Shortcuts

Handle support tickets at lightning speed with new keyboard shortcuts.

• Close resolved tickets instantly with Cmd + Shift + Enter while staying in conversation flow.

• Quickly snooze lower-priority tickets by Cmd + Shift + L.

• Assign urgent ones to specialists in seconds using Shift + A.

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Smart Variables Across Bot Flows

You can now define global variables that work across multiple bot flows—no need to recreate the same data in every workflow.

• Capture user p references globally across all flows.

• Store the order ID once and use it across shipping, support, and feedback flows.

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Smart Re-Push Notifications 

Push notifications are initially marked as Sent and auto-failed after 24 hours if undelivered.

MSG91 now retries delivery automatically when users come online — messages are delivered instantly and logged.

• Retrying missed promotional notifications.

• Ensure OTPs and transaction updates reach users. 

• Maintain accurate delivery reports for campaigns.
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OTP Security Controls

You can now restrict inbound requests with country-wise allow/deny controls.

Only verified and permitted requests can trigger OTPs, ensuring smarter and secure delivery.

• Extra verification for miscellaneous countries.

• Prevent bot attacks by restricting the sender's country as well.

• Keep customer accounts safe from online fraud and hacking.

How to implement?

RCS Saved Replies

HELLO now allows agents to use saved templates and text messages as “Saved Replies.”

Press"$" for Saved templates and "#" for Saved text messages, with full RCS reply support for faster, consistent responses.

• Agents can instantly reply to common questions using saved templates.

• Standardized messages guide users through setup and activation.

File & Text Support Available in Voice Bot

Voice Bot now supports exchanging files, text, email IDs, links, and phone numbers during voice calls in the Chat widget and on WhatsApp.

The bot can view shared media, extract key information, and respond accordingly.

• Share documents and texts during voice calls.

• Enable faster issue resolution without interrupting conversations.

How to implement this in the Chat Widget?                      

How to implement this in WhatsApp?

AI Action for Media Analysis

Now your MSG91 bot can understand, analyze, and extract information from media and documents shared by customers using AI-powered instructions.

• Validate IDs, invoices, or forms instantly and respond to customers

• Extract structured data from uploaded media

How to implement?