Zero Tap Authentication in WhatsApp

Enables automatic OTP verification within your app through WhatsApp, eliminating the need for manual code entry.

• Improve user login and onboarding experience with seamless OTP verification.

• Reduce authentication drop-offs and increase verification completion rates.

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WhatsApp Template Preview in Logs

View WhatsApp message template previews directly within logs for faster monitoring and troubleshooting.

• Quickly verify the exact template content sent to customers.

• Simplify debugging and reduce time spent investigating messaging issues.

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Sub-grouping Support in Analytics

Analyze data with an additional level of grouping to gain deeper insights across multiple dimensions.

• Break down analytics by primary and secondary categories for more detailed reporting.

• Identify trends and performance patterns across regions, senders, templates, error codes, and more.

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Scheduled Email Reports

Automatically receive analytics and performance reports via email at your preferred frequency.

• Stay updated on key metrics with daily, weekly, or monthly reports.

• Reduce manual effort by automating report generation and distribution.

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Contact Directory in Segmento

Organize companies and their associated stakeholders in a structured directory, enabling targeted communication using both account-level and contact-level filters.

• Reach the right decision-makers, approvers, support contacts, or partners based on role, designation, region, and account attributes.

• Simplify account management, renewals, escalations, partner engagement, and vendor communications with precise audience targeting.

OTP Widget Subscription

Launch OTP authentication quickly with a subscription-based model that handles OTP delivery using MSG91's pre-configured setup.

• Start OTP verification without setting up SMS templates, sender IDs, or DLT registrations, reducing onboarding time.

• Simplify OTP billing with a dedicated subscription plan while retaining the flexibility to use custom configurations and service wallets when needed.

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Campaign – Unclicked Node

Track users who do not click campaign links within a specified timeframe and automatically trigger the next action in their customer journey.

• Re-engage users with reminder messages, alternate offers, or follow-up campaigns when no click activity is detected.

• Build intelligent campaign flows by automating actions based on user interaction and engagement behavior.

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Source Visibility in Bot Responses

View the source of the responses given by the bot to understand whether the information was retrieved from your knowledge base or website content.

• Improve response transparency by displaying the exact source used to generate answers.

• Simplify content validation and troubleshooting by quickly identifying where the AI retrieved information from.

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Video Call History in Hello

View past video call records directly from the platform for better visibility and follow-up.

• Track previous customer interactions and maintain conversation context across engagements.

• Simplify auditing, issue resolution, and team collaboration with centralized video call history.

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Assignment-Specific Filters

Add dedicated filters during assignment workflows to quickly identify and assign the right users, teams, or resources.

• Streamline assignment processes by narrowing down options based on predefined criteria.

• Improve operational efficiency and reduce manual effort when managing large teams or workloads.

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AI Assist Reply in Hello

Generate context-aware response suggestions based on ongoing customer conversations to help agents reply faster and more effectively.

• Improve response quality with AI-powered suggestions and message refinements.

• Reduce agent effort and response times while maintaining consistent customer communication.

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Multilingual Language Support in Voice Bot

Enable voice interactions in multiple regional and international languages to deliver personalized, accessible, and localized customer experiences across diverse audiences.

• Engage customers in their preferred language to improve communication, satisfaction, and engagement.

• Expand customer support capabilities across regions and global markets with seamless multilingual conversations.

Tool Call Toggle for AI Agents

Enable or disable specific AI agent and voice bot tools to customize automation behavior and control workflow execution.

• Configure AI agents to use only the required actions, such as human handoff, ticket management, knowledge base search, language detection, or customer data capture.

• Improve workflow efficiency and governance by controlling which tools are available during customer interactions.

Interactive Message Support Across All Microservices

Users can now create and manage interactive messages consistently across WhatsApp, Apple Messages, RCS, and Meta platforms (Facebook/Instagram) through a unified implementation.

• Build and deploy rich interactive experiences such as buttons, quick replies, and structured responses across multiple channels without separate configurations.

• Maintain a consistent customer engagement experience while reducing development effort across different messaging platforms.

Meta Template Library

Businesses can now create WhatsApp templates directly from Meta’s official template library using MSG91, enabling faster, compliant, and ready-to-use template creation.

• Quickly create authentication and utility templates with pre-approved formats to reduce approval delays.

• Use compliant templates for campaigns and customer notifications to speed up communication workflows.

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Unified Voice Ticket Management

Users can now view and manage multiple incoming calls through a unified banner with a "View All Calls" option that displays all active calls in a separate window.

• Handle multiple incoming calls efficiently by viewing all pending calls in one place and selecting which call to answer first.

• Allow agents to complete one call and seamlessly move to the next pending call without losing visibility of other incoming requests.

Blocked Price

Businesses can now block specific price ranges or destinations to restrict WhatsApp message delivery based on predefined conditions.

• Prevent WhatsApp messages from being sent to restricted or high-cost destinations to optimize messaging spend.

• Apply message delivery controls in line with business policies and operational requirements.

API Failed Logs Support in WhatsApp, RCS, Email, and Push Notification Webhooks

Users can now view API failure logs directly within webhook sections to identify and troubleshoot communication delivery issues more efficiently.

• Quickly identify API failures and error responses across WhatsApp, RCS, Push Notifications, and Email from a centralized view.

• Reduce debugging effort and accelerate issue resolution by tracing failed events without relying on external logs.

WhatsApp Template Sync Support for CleverTap

Users can now sync WhatsApp templates directly with CleverTap, enabling seamless template management and campaign execution across platforms.

• Automatically sync approved WhatsApp templates to reduce manual efforts and avoid duplicate template creation.

• Launch personalized campaigns faster in CleverTap using updated templates without switching between platforms.

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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?