Instagram Channel, Agent Bots & More

Shivam Mishra

Shivam Mishra

Published on

2 minute read

We've been hard at work delivering quality-of-life improvements across the platform. Here’s what we’ve shipped so far:

Dedicated Instagram Channel

Previously, integrating Instagram required linking your account to a Facebook Page, making setup unnecessarily complex. To address this, Instagram is now available as its own separate channel, using the Instagram Business Login APIs. This removes the Facebook Page dependency and makes Instagram inbox setup much more straightforward.

Additionally, we’ve consolidated sending restrictions across channels—message windows and character limits are now clearly displayed in the UI.

Agent Bots UI

AgentBot can now be seamlessly integrated with your Chatwoot inbox as a customer query bot via Chatwoot APIs and Webhooks. Until now, creating and managing these bots was only possible through APIs. Responding to customer feedback, we’ve introduced a dedicated UI for Agent Bots.

From this screen, you can easily add or remove bots, upload avatars, and update webhook endpoints. You can read more about the Agent Bots feature here.

With this update, we’ve sunsetted the CSML feature due to low adoption. Agent Bots are now the default way to add bots to Chatwoot, offering a better experience, more choices, and greater control over your bot infrastructure.

Improved translation experience

If you have the Google Translate integration available, any incoming messages can be translated to the account language. We've shipped a bunch of improvements to how this is handled in the UI.

The translated message is persisted across navigations and page load, and you can toggle between the translated message and the original message with just a click.

Other updates and improvements

  • Improved filtering of new conversations when viewed on a filtered view.
  • Filtered conversation view will strongly adhere to role permissions.
  • Implement widget postback for interactive messages
  • Add support for XML files as attachment, this is especially useful for our customers in the EU who need to share XML files for taxation purposes.
  • The logo configured for Help Center is not automatically added a the favicon for all the public facing pages
  • When Copilot Chat returns an empty message, we show an appropriate error.
  • Send files as attachments instead of links in emails.
  • Fixed a bug where the CC and BCC emails in the reply editor would reset when performing actions like assigning a team or a label.
  • Fixed a bug where download action on agent conversation reports would ignore business hours toggle
  • Fixed a Chrome-specific rendering bug where emojis in the <textarea> of the reply box display in different color tone when placed at the start of the input.