Release Highlights – 28th Mar 2026 | Conversive

We’re excited to announce a major enhancement to our CRM integration. Our system now automatically associates web chat conversations with the respective customer records. This feature is a significant step forward in providing our business agents with a comprehensive view of both historical and current interactions directly within a customer’s profile. Key Improvements:

Automated Record Matching: Upon receiving a new message, the system now searches for matching email IDs or phone numbers within the CRM. It then associates the conversation with the correct customer record.
Handling Multiple Matches: In cases of multiple record matches, the conversation is linked with the most recently updated record, ensuring accuracy and relevance.

This update aims to streamline customer service processes, making it easier for agents to access and manage customer interactions. The changes are part of our commitment to continually enhancing user experience and efficiency. For more information, see Receive and Respond to Enquiries.