Release Highlights – 15th Sep 2025

Pause, Resume, and Abort Campaigns — now in SMS-Magic Portal & Conversive

This update gives teams streamlined control over active outreach: pause to assess timing or content, resume without recreating work, or abort to stop delivery entirely—helping you manage risk and outcomes from a single campaign view.

What’s new

• Pause campaigns:

  Instantly stop ongoing batches and all connected future runs (recurring, scheduled, slow-paced)

• Resume campaigns:

  Pick up exactly where you paused, re-enable scheduling, and send remaining messages

• Abort campaigns:

  Permanently end delivery, prevent any pending messages, and mark the campaign as Aborted

Supported for:

All Broadcast, Recurring, and Slow-Paced campaigns.

Check out this step-by-step video guide to help you get started quickly.

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Queue-Level SLA Management & Breach Notifications now in Conversive

This update gives businesses deeper control over service quality by letting teams define and track SLAs at the queue level. Admins can customize SLAs for every function—Sales, Support, or Service—while agents and supervisors get real-time visibility and timely alerts to prevent missed commitments.

For Admins (Setup & Configuration):

1. Define SLA types per queue:

• Assignment SLA

  – from message received to assignment

• First Response SLA

  – from assignment to first reply

• Subsequent Response SLA

  – for follow-up responses

• Resolution SLA

  – until the conversation is closed

2. Configure thresholds in minutes for each SLA
3. Set up alerts and reminders (warning & breach) for specific roles
4. Choose delivery channels: in-app, email, or mobile notifications
5. Apply SLA settings to specific queues (e.g., Sales, Support, etc.)

For Agents & Supervisors (Monitoring & Notifications):

• Real-time SLA countdowns on conversation cards show on-track, warning, or breached status
• Notifications sent automatically to configured recipients when thresholds are reached or breached
• Alerts delivered via in-app, browser, email, or mobile push

Check out this step-by-step video guide to help you get started quickly.

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Now available: Support for up to 3 Admins per Account in Conversive

This update gives organizations greater flexibility and transparency in managing user roles. Each account can now have up to three Admins, allowing teams to distribute responsibilities, ensure business continuity, and maintain stronger governance across operations.

What’s new

• Multiple Admins:

  Assign up to three Admins per account

• Smart limits:

  When the limit is reached, a warning prompts you to confirm or swap roles

• Seamless promotion:

  If fewer than three Admins exist, promote a new one without warnings or swaps

This enhancement helps teams stay agile and accountable, ensuring secure, balanced access management without adding complexity.

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Create & Edit Flows in Branched (Tree) View — now default

A more visual way to design and manage conversations is here. Flows now open in Branched View by default, helping teams understand logic at a glance, move faster with inline edits, and ship with fewer mistakes—while keeping the option to switch back to Linear View whenever preferred.

• Branched View as default: Open or create flows directly in Tree View; switch to Linear at any time
• Visual flow creation: Add nodes and connect them visually to design clear, modular conversations
• Inline editing: Edit, delete, and rearrange nodes without leaving Branched View
• Error detection: Automatically highlights disconnected or incomplete nodes before publishing
• Usability enhancements: Easier parent–child tracing plus zoom and pan for complex flows

Node types supported

• Conversational nodes:

  Messages and user responses

• Conditional nodes:

  CRM lookups and branching logic

• Action nodes:

  Webhooks and system triggers

Check out this step-by-step video guide to help you get started quickly.

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Webchat update for SMS-Magic Portal and Conversive: Visitors can close chat sessions

Website visitors can now end a chat directly from the embedded Webchat widget, helping teams maintain accurate conversation status, reduce accidental follow-ups, and keep histories tidy without extra steps.

• End Chat (visitor side):

  Visitors can select an option to end the conversation; the widget minimizes

• Agent visibility:

  Ended threads remain in Converse Desk with a system message: “Visitor ended the chat.”

• No further messaging:

  Once ended, agents cannot continue messaging within that session

• New session handling:

  If a visitor reopens the widget, a new conversation ID is created, keeping history separate

Controlled rollout: Enabled for selected accounts upon request; broader availability coming soon

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Rich Media RCS Templates — now available for the Vonage RCS integration (SMS Magic Portal & Conversive)

You can now create and send rich media messages—images, videos, carousels, and more—over RCS through the Vonage integration, enabling more interactive campaigns, stronger engagement, and smoother conversations.

• Engaging content:

  Include images, videos, PDFs, and files in RCS templates

• Flexible templates:

  Configure headers, footers, static/dynamic text, and interactive buttons (quick reply, CTA, URL, call)

• Preview & checks:

  Upload and preview with automatic checks for supported formats and size limits

• Unified support:

  Send via Automation workflows and within Desk conversations

• Error handling:

  Get clear notifications for unsupported formats or failed sends

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Message Sync Visibility & Resync for Zoho CRM users

This update gives teams greater control over data completeness from day one. Quickly spot any message that has not yet synced to Zoho, resync it immediately, and keep customer history, dashboards, and audits accurate without extra back-and-forth.

• Clear visibility:

  Easily spot messages that haven’t yet synced with Zoho CRM.

• One-click resync:

  Retry syncing for one or multiple messages—individually or in bulk.

• Transparent status:

  See confirmations for each attempt so you know exactly what was updated.

• Operational continuity:

  Minimize manual effort, close data gaps, and reduce support escalations.

Recommended next step:

Review pending items weekly and bulk-resync to maintain a clean, audit-ready record.

Check out this step-by-step video guide to help you get started quickly.

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[Fixed] Smart Redirects after Session Expiry — Converse Desk for Zoho CRM

To minimize disruption and preserve response speed, users who re-authenticate after a session timeout are taken straight to Converse Desk Home. This keeps focus on active work, reduces unnecessary navigation, and helps teams maintain uninterrupted conversations.

• Direct access:

  Immediate return to Converse Desk after login

• Consistent behavior:

  Reliable across major browsers and Zoho roles

• Clear messaging:

  In the rare case of login failure, an error message is shown instead of the onboarding screen.

Check out this step-by-step video guide to help you get started quickly.