Release Highlights – 22nd Dec 2025

Automatic URL Shortening for Template Merge Fields (All Channels)

Long, dynamic links inside merge fields can quickly clutter messages, hurt readability, and even push you over character limits. This update automatically shortens URLs inside merge fields at send time—so customer-facing messages stay clean, consistent, and optimized for delivery without manual effort.

What’s new

• Smart URL detection in template merge fields:

  The system detects URLs embedded inside template merge fields and

  shortens them automatically at send time.

• Works everywhere you send messages:

  Applies across

  Desk

  ,

  Campaigns

  ,

  Automations

  , and

  Templates

  —and works on

  SMS, WhatsApp, and all channels that support URL shortening.

• Recipient-specific shortened links:

  Shortened URLs are generated

  uniquely per recipient

  for accurate tracking and analytics.

• Tracking preserved:

  All tracking and UTM parameters from the original URL

  remain fully intact after shortening.

What’s changed:

• Enabled by default for URL-shortening users:

  If your account already has URL shortening enabled, merge-field URLs are shortened automatically—no extra setup required.

• No impact when no URL is present:

  If a template merge field doesn’t contain a URL, the message is sent

  exactly as-is,

  with no changes.

• Cleaner, more professional messages at scale:

  Long CRM URLs no longer clutter your outbound messages or push you over character limits.

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

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Route Incoming Message Notifications by Sender ID

When multiple teams share messaging operations, a single shared inbox can create noise, slow response times, and increase the risk of missed follow-ups. With Sender ID–based routing, incoming message notifications now go directly to the right department inbox—so teams can act faster with the right context.

What’s new

• Sender ID–based notification routing:

  Admins can map each active Sender ID to a specific department or user type (e.g.,

  conversation owner, sender ID assigned users, sender ID manager

  ).

• Full visibility and easy management:

  View

  all active Sender IDs in one place

  , and create, edit, or remove routing rules anytime.

• Department-specific email notifications:

  When a message is received, the system checks the Sender ID and sends the notification to the

  assigned department inbox.

• Rich message details in notifications:

  Email alerts include the

  sender’s number, message content, and timestamp

  so teams have context before responding.

What’s changed

• Reduced noise across teams:

  When routing rules are configured, notifications are no longer sent to a single shared inbox—helping teams stay focused on relevant conversations.

• Safe fallback behavior:

  If no routing rule exists for a Sender ID, the system follows the

  default notification flow

  to ensure no messages are missed.