Release notes
Chat Desk
Release date: November 2025
The focus of this release was:
The inclusion of the ability for supervisors to select more than one department when viewing performance metrics and chats.
Enhancement of the out-of-hours auto responder to allow supervisors to toggle automatic ticket creation on/off.
Release date: October 2025
The focus of this release was:
The addition of a "Department" label to chats to help provide agents with context into a user's query.
The addition of more detailed "Unavailable" statuses for agents to give supervisors more clarity into why agents were unavailable.
Broadcast Messenger
Release date: November 2025
The focus of this release was:
Predictive analytics for campaign success.
Release date: October 2025
The focus of this release was:
The addition of an AI-powered campaign assist tool.
Chat Flow
Release date: October 2025
The focus of this release was:
The addition of an AI-generated flow summary.
Clickatell AI
Release date: October 2025
The focus of this release was:
The addition of a context router.
Web Chat
Release date: September 2025
The focus of this release was:
The addition of a new channel, Web Chat.
Chat Desk
Release date: August 2025
The focus of this release was:
The integration of Clickatell AI capabilities into Chat Desk that powers the following in the Supervisor Desk.
An AI-assistant that provides supervisors with an overview of customer issue activity, as well as agent's stress levels.
Release date: July 2025
The focus of this release was:
The further integration of Clickatell AI capabilities into Chat Desk that powers the following in the Agent Desk:
An AI-assistant that can do a sentiment analysis of customer's emotions during chats.
Suggested responses to customer's messages.
Chat Flow
Release date: July 2025
The focus for this release was:
Support for Meta's conversion events for WhatsApp ads.
An update to the Rich Link node to allow for the configuration of Call-to-action URL button messages in WhatsApp.
AI Assistant
Release date: April 2025
Chat Desk
The focus of this release was:
To integrate Clickatell AI with Chat Desk for sentiment analysis.
Chat Flow
Release date: April 2025
Dynamic API Workflows:
Workflows that get triggered by an incoming payload and can initiate engagement with customers by sending a pre-approved WhatsApp template.
Opt-Out Manager:
Three nodes have been added to Chat Flow to allow for the opt-out service to be made available to customers via both WhatsApp and SMS channels.
Opt-Out Manager
Release date: February 2025
This feature allows you to view all recipients who no longer wish to receive communications from your business. You can:
View a table of all opted-out numbers.
See the date and time that a number opted-out.
Search for a number and export results.
Filter on the channel the end-user opted out of (SMS, WhatsApp, All)
Add numbers to the opt-out list as a single number or bulk upload.
This feature is available across channels.
Clickatell Portal Update
Release date: February 2025
The focus of this release was:
Adding the ability for supervisors to view agent availability status in real time.
Enabling a view of live chats waiting to track the number of users waiting in the queue, per department.
Broadcast Messenger
Release date: February 2025
The focus of this release was:
Enabling personalization by adding support for variables in the SMS message body.
Adding support for creating, managing, and sending SMS templated messages.
Adding a "Health Check" when creating a new campaign to indicate issues that might make the campaign unsuccessful.
Requiring the user to select a 'from' number when creating a campaign.
Clickatell AI
Release date: December 2024
The Clickatell AI service enables you to build, customize, and train modern AI assistants built on a hosted large language model (LLM) and pre-trained on specific information provided by your business. It lets your customers ask questions and extract accurate, concise, and contextually relevant answers from a chatbot, referencing the information it was trained on, or from a live agent supported by the virtual assistant in our help desk application.
The service is available across the Clickatell Platform. It is channel-agnostic and can be used across business divisions.
The following AI capabilities are built into the Clickatell Chat Commerce Platform:
Q&A Bot: Smart self-service via Chat Flow using a Clickatell AI node and a trained LLM.
Agent Assist: Suggested responses for live agents in Chat Desk using a trained LLM.
Intent Recognition: Understand the user with NLU via Chat Flow.
See our comprehensive Clickatell AI User Guide for details on using the application.
The following formed part of the Clickatell AI release:
A new Clickatell AI portal to configure and train assistants, manage information, and configure intents.
Suggested responses, powered by one of your selected AI assistants, are presented to live agents in Chat Desk to assist in answering customer queries.
A new Clickatell AI setting in Chat Desk to enable/disable suggested responses and to select the AI assistant to generate these responses.
A new Clickatell AI node in Chat Flow enables direct interaction between end-users and an AI assistant trained to provide information within a specific business context.
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