Featured Highlights
Pipeline Analytics Reports Suite: Added a comprehensive suite of 5 pipeline performance reports—Operations Overview, Response Times & SLAs, Agent & Team Productivity, Dispositions & Outcomes, and Downstream Goal Conversions. The new reports deliver granular visibility into funnel flow, median first response time (FRT), SLA breach rates, agent throughput scorecards, and revenue attributed to WhatsApp pipeline milestones.
Custom Playbooks (Advanced Automations): You can now create custom multi-step automation streams directly inside Playbooks alongside standard templates. Custom playbooks feature full trigger parity across Peach events, pipeline transitions, webhook sources, and Developer API triggers, paired with a dedicated Run Activity inspection ledger.
Pipelines & Analytics
Business Hours & Elapsed Response Timing: Added granular business hours vs. total elapsed time metrics to pipeline response time analytics cards.
Enrollment-Based True FRT: First Response Time (FRT) in pipelines now computes accurately from stage enrollment to initial outbound agent response.
Dispositions Breakdown & Outcome Distribution: Categorize won deal outcomes versus loss reasons to identify conversion leaks across stages.
Downstream Goal Conversions & Attributed Value: Directly track business milestone achievements and revenue generated from WhatsApp pipeline leads.
Automations & Messaging
Tap Target URL Title Overrides: WhatsApp template URL buttons can now specify clean, readable tap-target titles (e.g., "Visit Website") and custom destination URLs, replacing raw short-link domain previews inside WhatsApp message headers.
Live Template Placeholder Previews: The template sender and broadcast preview cards now update dynamically in real time as variables and custom placeholder values are typed.
24-Hour Service Window Resets: Inbound WhatsApp text messages and incoming WhatsApp VoIP calls now automatically start or reset the 24-hour customer service messaging window.
Improvements & Bug Fixes
- Composite Database Indexing: Added composite database indexes across high-traffic conversation queries to dramatically speed up inbox page loads.
- Accurate Unread Badge Behavior: Fixed an issue where automated messages or background activity frame refreshes inadvertently cleared conversation unread badges.
- Soonest-Available Assignment Tiebreak: Refined the round-robin routing algorithm to break ties using active agent workload for more balanced queue distribution.
- Phone Profile Updates: Resolved an unhandled error when updating WhatsApp Business profile details without an attached avatar image.