Conversation tags, analysis, and contact identity

Review customer conversations with richer context — tags, AI-generated summaries, and clearer contact identity across WhatsApp and Messenger.

New

• Conversation tags — Apply tags from your library or run AI tagging to classify conversations by topic, intent, or outcome.
• AI conversation analysis — View analysis summaries and sentiment insights on completed or active chat threads.
• Contact names on conversations — See customer names alongside channel identifiers so teams recognize who they are speaking with.

Improved

• Messenger page connections — Connect personal and business Messenger pages in one flow with fewer connection errors.
• WhatsApp and Messenger delivery — Faster, more dependable inbound message handling for omnichannel chat agents.

Where to find it

Open Conversations to tag threads, run analysis, and review contact details. Connect channels under Settings if Messenger or WhatsApp is not linked yet.