This release enhances how conversations start, how agents interact with voice and notes, and how businesses track campaign-driven engagement—without disrupting existing operations.

Social Channel Chatbot Conversation Entry

Chatbot conversations from WhatsApp and Facebook Messenger can now start intelligently based on the visitor’s first message.

• Enable Conversation Entry Point for Social Channels from
  Chatbot → Settings → General Settings
• Trigger chatbot flows using trained intent samples instead of always starting from the Start Flow
• Configure a fallback flow (e.g., Start Flow) when no trained intent matches

Result: More accurate automation and improved first-response experience on social channels.

Voice Message Playback Speed Control

Agents and customers now have better control over voice message playback.

• Change voice message speed to 1.25×, 1.5×, or 2×
• Supported for both incoming and outgoing voice messages

Result: Faster message review and improved agent efficiency.

Facebook Campaign → WhatsApp Lead Source Tracking

Businesses can now identify which Facebook Ads initiated WhatsApp conversations.

• New “Visitor Referral” column added to Inbox and Chat History
• Enable the column from Chat History settings
• Filter conversations to see which sessions originated from which Facebook Ad
• Supports campaign-level performance tracking

Note:
To search referral data:

• For web visitors, remove http://
• For social visitors, remove https://fb.me/ from the URL
  (Example: https://fb.me/90wtNZ3aA)

Result: Clear visibility into ad-driven conversations and better ROI analysis.

Chat Notes Activity & Permission Improvements

Internal collaboration via chat notes is now more structured and transparent.

• Notes retain information on who added the note and when
• Agents cannot edit another agent’s note
• Agents can copy an existing note and add it as a new note if needed

Result: Better accountability and a clearer audit trail within conversations.

Custom Role Agent Permission Update

We’ve expanded moderation capabilities for custom roles.

• Custom role agents can now ban visitors, based on assigned permissions

Result: Greater flexibility in role-based access control without requiring admin privileges.

This release removes key operational limitations and unlocks new ways for teams to serve customers faster—without breaking existing workflows.

WhatsApp QR Code Integration

Businesses can now use the WhatsApp Business App alongside REVE Chat—without sacrificing control or conversation history.

• Connect WhatsApp via QR code while continuing to use the WhatsApp Business mobile app
• Receive WhatsApp calls directly on mobile phones
• Retain existing WhatsApp conversations from the Business App

Ticket Creation from CC Emails

We’ve extended ticket creation to cover CC email scenarios, ensuring no customer request goes untracked.

• Tickets are now created when your integrated support email appears in CC
• Previously supported To and BCC scenarios continue to work as expected

Shopify Backorder & Out-of-Stock Selling Improvements

Selling doesn’t stop when inventory runs out—and now neither does your support team.

• Agents can generate checkout links for out-of-stock or backorder products
• Checkout links are created directly from the Shopify embedded storefront inside REVE Chat

Facebook Messenger Reels Visibility

Agents now get full visibility when customers share Facebook Reels.

• Shared Facebook Reels are now visible inside the REVE Chat dashboard
• Agents can clearly identify which Reel the customer shared

Improved YouTube Comment Navigation (Fix)

We’ve enhanced usability for YouTube conversations.

• Agents can now click “Go to Comment” and be taken directly to the YouTube video and comment
• Faster context switching between REVE Chat and YouTube

Enhanced Shopify Integration

Our Shopify integration is now more powerful and revenue-focused:

• Agents can search and view customer orders directly from live chat using order and customer details.
• Checkout links can be generated for selected products and shared instantly with customers.
• Continued support for product search and recommendations during live chat conversations.
• Enables faster purchase decisions and smoother customer journeys without leaving the chat window.

Advanced WooCommerce Integration

We’ve introduced deep WooCommerce integration to deliver a more contextual and sales-driven chat experience:

• Businesses can integrate REVE Chat directly with their WooCommerce store.
• Agents can see which product a visitor is currently viewing on the website.
• Agents can recommend products directly in chat, sent as interactive product cards.
• Customers can open the product link, view details, and add items to their cart seamlessly.
• Businesses gain visibility into products added to the visitor’s cart, enabling more personalized conversations.
• Checkout link support allows agents to guide customers straight to purchase specific products—boosting conversion rates directly from live chat.

Improved Agent Chat Folder & Monitoring

We’ve optimized the agent chat folder to support better supervision and performance tracking:

• Chat folders are now more segmented for easier monitoring.
• Supervisors can review agent conversations in greater detail.
• Improved visibility helps in coaching, quality assurance, and performance evaluation.

Overall Platform Performance Optimization

Behind the scenes, we’ve made significant improvements to ensure a smoother experience:

• Enhanced system performance for faster load times.
• Optimized operations to make the platform more stable and responsive.
• Overall improvement in dashboard usability and reliability.

Your all-in-one omnichannel customer experience platform just got a major upgrade. REVE Chat 6.0.0 is packed with AI-powered features, smarter automation, and new channels designed to help your business connect, convert, and delight every customer.

Here’s what’s NEW—and why it matters for your business.

Copilot: The Future of Agent Productivity

Meet your AI-powered sidekick—Copilot. Instead of juggling tabs, scanning endless chat logs, or guessing how to phrase a response, agents now have AI intelligence baked right into their workflow.

Inside Live Chat:

• Knowledge-Powered Answers – Agents ask Copilot a question, get instant answers from the company’s own knowledge base, and drop them directly into a conversation.
• Chat Summaries – Long chat sessions? Multiple visits across days? Copilot condenses everything into a crisp summary.
• Real-Time Translation – Agents can translate messages instantly, ensuring seamless communication no matter the language barrier.
• Smart Rewrite – Want to sound more professional, empathetic, or concise? Rewrite any response with one click.
• Sentiment Analysis – Copilot analyzes customer mood in real time, giving agents emotional context before they reply.

Inside Ticketing:

• Ticket Summarization – Condense multiple updates or long customer emails into quick snapshots.
• AI Reply Suggestions – Drafts answers based on the issue and company knowledge—agents only need to review and send.
• Translation for Emails – Customers write in any language; agents respond in their preferred one.
• Smart Rewrite for Emails – One click to polish long, clunky replies into clear, professional messages.
• Sentiment Tracking – Detects customer frustration or satisfaction levels for smarter ticket prioritization.

Why it matters: Agents save time, customers get faster and better responses, and businesses scale support without scaling headcount.

SMS Integration: Never Lose a Customer Again

Email inboxes are crowded. Website chats end when visitors leave. But SMS? Customers read it almost instantly.

What’s possible with SMS in REVE Chat:

• Bulk Campaigns – Upload contacts or use segmentation to send targeted SMS campaigns. Perfect for promotions, updates, or alerts.
• Live Chat via SMS – If a visitor leaves your site, agents can follow up by SMS. Customers can reply, and the chat continues seamlessly in the inbox.
• Ticket Notifications & Updates – Share ticket progress or resolutions with SMS for faster customer engagement.
• Multi-Number Support – Add multiple SMS numbers and assign them by department. Each team gets its own line.

Why it matters: You don’t lose customers when they leave your site. Conversations follow them, ensuring continuity and higher conversion.

Customer Labels: Know Them at a Glance

Not all customers are the same—and now, agents will know exactly who they’re talking to at a glance.

• Labels like “VIP,” “Postpaid,” or “Repeat Buyer.”
• Admins and supervisors can create and manage labels.
• Agents apply them in live chats, and labels stick with the customer across sessions.
• Labels appear in Inbox, Chat History, Contact details, and even in Reports.
• A Customer Label Insights Report shows how many customers belong to each label type.

Why it matters: More context means better personalization. Better personalization means higher loyalty and sales.

Inbox Search: Find Any Conversation in Seconds

Conversations pile up. Searching through them shouldn’t.

• Search across all chats—active and closed.
• Find by visitor name, phone, email, or keywords.
• See who’s handling the conversation, and even jump in or take over.

Why it matters: Faster search = faster resolution. No more wasting time digging through endless logs.

Shopify Integration: Sell While You Chat

For e-commerce businesses, chats aren’t just about support—they’re about sales.

• Connect multiple Shopify stores in REVE Chat.
• See what’s in the visitor’s cart, current orders, and purchase history.
• Suggest products directly from the Shopify catalog while chatting.

Why it matters: Agents become instant sales assistants. More upsells, fewer abandoned carts, more revenue.ales.

WhatsApp Catalog: Sell Without Leaving Chat

Your WhatsApp number just became a storefront.

• Manage your WhatsApp Catalog directly from REVE Chat.
• Add products manually, via CSV, or sync directly from Shopify.
• Share a single product, multiple items, or the entire catalog in chat.
• Customers can browse, build a cart, and send it back to the agent—all inside WhatsApp.

Why it matters: Customers already live on WhatsApp. Now, they can shop there too—with your agents guiding them.

Chatbot & Auto-Closure: Smarter, Not Harder

Chatbots are now more flexible, proactive, and human-like.

• Chatbot flow-Based Triggers – Instead of routing fallback queries to a single node, businesses can assign full flows.
• Chatbot Inactivity Handling – Trigger a flow if a visitor is inactive for 3 minutes; close the chat automatically after 10.
• Chatbot AI Fallback Handling – If the AI fails twice (or any custom number), route to a human agent or a different flow.
• Livechat Auto-Closure Reminder – Before ending an inactive chat, send a gentle reminder like: “You’ve been inactive for 5 minutes, we’ll close this soon unless you reply.”

Why it matters: No dead-ends, no ghost conversations—just clean, guided, and customer-friendly automation.

Why REVE Chat 6.0.0 Changes Everything

With REVE Chat 6.0.0, businesses can now:

• Engage customers across Live Chat, SMS, WhatsApp, and Shopify.
• Empower agents with Copilot AI for faster, smarter responses.
• Deliver personalized experiences with Customer Labels.
• Automate intelligently with chatbot flows, sentiment insights, and reminders.
• Turn every interaction into a chance to sell, retain, and grow.

This isn’t just a product update—it’s a customer experience upgrade.

We’ve rolled out two major updates to help you drive growth and deliver more intelligent experiences:

Web Push Notifications

• Engage users directly on desktop & mobile browsers
• Customize opt-in prompts with logos, text, timing, and animations
• Build rich templates with headers, body, icons, banners, buttons & URLs
• Send instantly or schedule with campaign broadcasts
• Manage across multiple domains with lifecycle controls (auto-hide & expiry)
• Track results with detailed delivery & engagement reports

Advanced Chatbot Training with AI

• Context-aware AI answers powered by your knowledge base
• LightRAG delivers richer, more trustworthy answers, with a small trade-off in response time and token usage.
• Reduced hallucinations with data-grounded output
• Flexible retrieval from both vector & structured data sources
• Scales seamlessly for enterprise-ready performance

With these updates, you can boost customer engagement, increase conversions, and build stronger trust-delivering timely, personalized messages while ensuring every AI response is accurate and reliable