WhatsApp Groups Support

You can now run group conversations directly inside Cirrus Digital.

Agents and customers can chat together in the same WhatsApp group without jumping between tools. Everyone sees the same conversation in real time.

What this means for you

• Bring multiple people into one conversation
• Keep full context across the whole group
• Cut down back and forth between separate chats
• Let agents collaborate while speaking to customers

All activity is stored in one place so nothing gets lost.

WhatsApp Groups Audience Support

You can now target WhatsApp Groups when building audiences.

This gives you more control when sending campaigns and helps you reach the right people faster.

Two ways to target

• Group conversations. Send messages to the whole group
• Customers within the group. Target individuals who are part of selected groups

Why it matters

• Better targeting
• Cleaner segmentation
• More relevant campaigns

Business Day SLA Notification

SLA tracking now works on business days, not just seconds.

This helps teams focus on what actually matters during working hours.

What’s new

• Set SLA rules based on business days
• Breached items are clearly highlighted in red at the start of the day
• Agents can quickly spot what needs attention

Why it matters

• Easier prioritisation
• Less noise from out-of-hours activity
• Better SLA performance

Webhook for WhatsApp Message Status Tracking

You can now track WhatsApp message status through webhooks.

This gives you a clear view of what is happening after a message is sent.

Track events like

• Sent
• Delivered
• Read
• Responded

No extra object setup needed. It works directly with API messages.

Webhooks Event Search Filtering

Finding webhook events just got easier. You can now filter events to quickly narrow down what you need.

Filter by

• Entity
• Trigger type
• Time range
• Channel

Why it matters

• Faster troubleshooting
• Quicker root cause checks
• Less time digging through logs

File Attachment in Chat Messages via API

You can now attach files to chat messages using the API.

POST /streams/{STREAM_ID}/objects/{OBJECT_ID}/child

This allows richer conversations without manual uploads.

What you can send

• Documents
• Images
• Other file types

Why it matters

• More flexible automation
• Better customer interactions
• Easier sharing from external systems