This release focuses on making insights easier to find and easier to interpret. We are improving how you search through conversations and how you make sense of CSAT feedback.

🔍 Advanced Search (Messages)

Search is getting more powerful and more intentional.

You can now filter message search results using multiple filters:

• Date range – narrow results to a specific time window
• Sender – filter by the agent or contact who sent the message
• Inbox – find messages based on where they were sent.

To make repeated searches faster, search now remembers your last three searches. You can re-run any of them with a single click.

We have also refreshed the search UI to make filters clearer and results easier to scan.

This is the first step in a broader effort to improve search across the product, and we will continue to build on this foundation.

📝 Review Notes for CSAT Reports

CSAT scores are useful, but ratings and comments often lack context.

A low score does not always mean poor support. Delivery delays, unmet expectations, or issues outside the support team can all impact ratings. Without context, it is easy to misread patterns.

Review Notes allow admins/report managers to add internal-only context directly to each CSAT response.

With Review Notes, you can:

• Explain why a score may be higher or lower than expected
• Capture situational context that is not visible in the customer comment
• Identify patterns across multiple CSAT responses
• Make CSAT reviews more actionable for leadership and retrospectives

Where it is available

• Review Notes live directly inside the CSAT Reports section
• Notes are included in CSAT exports as an additional column, making offline analysis and sharing easier

Plan availability

This feature is available on:

• Cloud: Business and Enterprise plans
• Self-hosted: Enterprise, Premium Support, and Enterprise Self-hosted plans

Other improvements

• Call-to-action template support for Twilio WhatsApp channels
• Support for CSAT surveys via WhatsApp template messages
• Message translations now work based on the agent’s personal locale
• New reporting APIs to get channel-type-based reports
• Multiple security fixes and performance improvements

Thanks to @mazenkhalil, @salmonumbrella, @gabrieljablonski for the contributions