The softphone is no longer a small dial popup: a persistent panel on the right holds dialling, keypad, call history, favourites and live call context as tabs. During a call you see the matched CRM record, the latest note and the open tasks linked to it, and you can add a call note and a call purpose (follow-up, sales, support, collection). History is filtered by today or this week, and keyboard shortcuts start, answer, hold and transfer calls. Your default tab and panel width are remembered per user.
NewCommunication
Start a new conversation from the inbox
“New conversation” in the inbox header lets you open a thread before the customer writes to you. You pick the channel and set the recipient by number or by searching your contacts. Channels that cannot connect appear disabled, a badge tells you whether the reply window is still open on Instagram and Messenger, and on WhatsApp you are warned before the thread opens if no template is live.
NewCommunication
Telegram Business: reply from your own account
Connect your Telegram business account and answer customers from your own account instead of a bot. The new card in Add Channel tells you what to expect before you connect: past chats are not imported, only one bot can be linked per account, and a Telegram bot channel must be connected first. If the link drops or reply permission is turned off, channel health reports each case separately.
NewCommunication
Conversation context bar for Instagram and Messenger
Instagram and Messenger threads now carry an information bar under the header: how much of your reply window is left, which app currently controls the thread, and which ad the customer came from. If another app holds the thread you can take it over and hand it back when you are done. On Instagram the other account's profile summary sits here too and refreshes with one button.
NewCommunication
Richer sending on Instagram and Messenger
The composer for Meta conversations gained new send actions: you can offer quick reply buttons, send a heart on Instagram and share one of your own posts into the chat. On Messenger you can send several images in one message and reply to a specific image. You can also answer a public comment on Instagram or Facebook with a one-time private message straight from the inbox.
NewCommunication
Send product cards and button messages on Meta
In Instagram DM and Messenger threads you can send swipeable product cards (title, subtitle, image, link) and messages with action buttons such as “Book an appointment” or “Price list”. You build the cards and buttons in the template panel of the composer, and anything Meta would reject is flagged before it is sent.
Facebook channel settings now manage your Messenger page's welcome experience from inside Rocketly. You switch the “Get started” button on or off, write greetings per language, define ready-made opening questions, and build a multi-level persistent menu with submenus. All of this previously required Meta's own tools.
ImprovedCommunication
Channel-specific content inside the message bubble
Incoming messages are no longer reduced to an icon — they are drawn as they are. A WhatsApp order basket, shared location, contact card, form reply, ad referral and a quoted reply to a campaign each get their own card, and when a type is not supported the reason is written out. Shared posts, reels and story cards from Instagram and Messenger appear in the bubble along with multi-attachment galleries, and email threads gain markers such as “reply-to differs”.
NewCommunication
Your reactions now reach the customer
An emoji reaction you leave on a message no longer stays inside Rocketly: it is delivered to the other side on WhatsApp and Meta channels, and removing it removes it there too. If a reaction cannot be delivered you see a “visible only in Rocketly” notice, and if the channel does not support reactions at all that is stated separately.
NewCommunication
Messages the customer deleted or edited
If the other side recalls a message on WhatsApp, Instagram, Messenger or Telegram, the bubble updates to “This message was deleted”; if they edit it you see the new version while the previous one stays on record. You see what the conversation actually became instead of replying to a sentence that no longer exists.
NewCommunication
Conversation trash and restore
Deleted conversations are no longer lost: the trash above the list shows everything deleted within the retention window, searchable by contact name, email or phone, and one button brings a thread back. A restored conversation returns to its previous state together with its messages, notes and follow-up tasks.
NewCommunication
Closing reason and legal hold badge
When you close a conversation by hand you can pick a reason — resolution confirmed, no reply, other — and it appears as a chip in the header and a small icon in the list, including for conversations that close automatically. Conversations under a legal hold decision now carry a “Legal hold” badge as well.
NewCommunication
Send products from your WhatsApp catalog
From a WhatsApp conversation you can send a product from your Meta catalog, or a list made of several products. Open the catalog panel from the WhatsApp actions in the composer and choose single-product or list mode; the customer sees the product as a card inside WhatsApp.
NewCommunication
WhatsApp templates in scheduled messages
When you schedule a message for a later date you can now pick a live WhatsApp template instead of free text. The template's active version is pinned the moment you confirm the schedule, so what goes out at send time is exactly what you approved.
NewCommunication
WhatsApp templates with image and video headers
When you build a WhatsApp template the header can now hold an image, video or document, not only text. You upload the sample file in the template editor and the upload to Meta and submission for approval happen in the background. Since most marketing templates use a media header, this means finishing templates without leaving for Meta's interface.
NewCommunication
Get notified when a WhatsApp group mentions you
When your connected WhatsApp number is mentioned with @ in a busy group you now get a notification, so you no longer have to open the group and scroll to find it. Mentions of other people do not raise one. You can switch the notification on or off for in-app and push separately, from WhatsApp Personal settings or Settings › Notifications.
ImprovedCommunication
WhatsApp contact card: photo, badge and save to CRM
Profile photos in WhatsApp conversations now appear in the conversation list and header too, instead of falling back to initials. The contact panel carries a badge showing whether the number is registered on WhatsApp, and “Save to CRM” adds that person to your CRM with their name, number and WhatsApp status.
NewCommunication
Passkey verification and history choice when linking WhatsApp
If your phone asks for passkey verification while you link your WhatsApp Personal line, you can now complete it inside Rocketly: compare the code on screen with the one on your phone and confirm, or continue with a QR code if your browser does not support passkeys. You also choose whether to import the last 7, 30 or 90 days of chats, or the last year.
NewCommunication
Event diagnostics for Instagram and Messenger
If an Instagram or Messenger channel looks connected but receives no messages, the channel card now tells you why: subscribed but no events ever arrived, the app subscription points elsewhere, or the token is missing a scope. Each cause comes with what to do, and where it applies “Repair subscription” fixes it in one click. “Fetch messages” now reports its result too: how many conversations and new messages arrived, and how many could not be fetched.
ImprovedCommunication
Per-row fixes in bulk channel operations
When you test channels in bulk or switch several active or inactive at once, every failed row now carries a button for its specific problem: re-authorise an expired Meta token, open the QR screen for a broken WhatsApp pairing, open the edit panel focused on the wrong credential field, or run diagnostics. You no longer close the results panel and go hunting for the channel card.
NewCommunication
Carry out a data subject request: export and redaction
Approved data subject requests can now be executed from the Inbox privacy panel. Export downloads the person's data, conversations and messages as a single package that stays available for seven days; deletion irreversibly clears messages, media and identifying details, which is why it asks for a second confirmation. If the run cannot finish, the reason is shown in writing.
NewCommunication
Step-by-step setup guide while connecting a channel
When you add a new channel to the inbox, a short guide for that specific channel now appears above the form: it lists what to do in order and links to the provider's official documentation. Separate guides were written for Telegram, LINE, Slack, Google RCS, SMS, TikTok, call timeline and custom webhook channels.
NewCommunication
Team Chat administration and message search
Team Chat is now administrable: one panel controls whether the module is on, access mode (everyone or selected users only), the allowed user list, permissions for file sharing, reactions and pinning, and a retention period between 30 and 3650 days. Full-text message search sits next to it — type a word and jump straight from the result to that conversation.
NewCommunication
Send images in TikTok conversations
You can now send images in TikTok conversations in the inbox. A single JPG or PNG up to 3 MB is accepted, and because TikTok cannot combine an image and text in one message, the screen says so and asks you to send them as two messages.
NewCommunication
Softphone audio devices and live call quality
Pick your microphone and speaker from the call workspace and test them before you dial — your choice is remembered for the next session. While a call is running, connection quality stays visible in the header: latency, jitter and packet loss. When audio starts to degrade you see it before the customer has to mention it.
v23.1.12395 updates
NewCommunication
Customer experience surveys: CSAT and CES
The survey box in the conversation workspace now offers two types: CSAT (1–5 satisfaction) and CES (1–7 effort). You pick the type, the consent basis and the language, and generate a single-use link; the page the customer sees uses the matching scale. Workflows gained a “Send customer experience survey” action that runs only on resolved or closed conversations, with an explicitly chosen consent basis and a link valid for 1–30 days.
NewCommunication
Two new inbox channels: Google RCS and TikTok
Google RCS business messages and inbound TikTok direct messages now arrive in the same inbox as every other channel. Conversations, assignment, tagging and automation rules work the same way on both.
NewCommunication
Send email from your own domain
You can register your sending domain and complete DNS verification step by step. The moment verification passes, the sending line runs over that domain, so the emails your customers receive come from your own domain. The setup screen states exactly which record is missing and what to do next.
ImprovedCommunication
Resolution, SLA and satisfaction in the Inbox report
The inbox analytics report gained five new cards: resolution rate, average resolution time, first-response SLA compliance, response-time breaches, and average satisfaction (with how many ratings arrived and how many need follow-up). A CSAT trend chart of daily average satisfaction sits next to them. All of these fields are included in the Excel and CSV exports.
ImprovedCommunication
Overdue work leads the Call Center quality list
The QA worklist gained a “Work priority” card at the top: open items, calibrations and overdue items appear as chips. When something is overdue the card turns red and an “Open overdue work” button jumps straight to the oldest overdue item; when nothing is overdue it opens the nearest deadline instead. Every row also carries an “Overdue” badge.
v23.1.10576 updates
ImprovedCommunication
Web chat: instant messaging, webhooks and setup guidance
Agent replies now reach the visitor's screen immediately instead of waiting for a poll every 4.5 seconds; if the connection drops, the old method takes over automatically and nothing changes on your site. Chat events — conversation started, message received, conversion tracked — can be streamed to your own systems through signed webhooks. You set the conversation retention period yourself, and visitors get a "forget me on this device" button. The install snippet can be emailed to your developer, and platform-specific warnings for WordPress, Shopify and GTM are shown up front.
NewCommunication
Web chat: A/B testing, deflection rate and cost transparency
You can compare two greeting messages, and the system will not declare a winner before it has enough statistical evidence — so you do not stop early on a false result. The dashboard now shows separately how many conversations the AI answered without handing off to a human, and how many it actually resolved. Real AI credit consumption for the month and an end-of-month projection are shown too.
ImprovedCommunication
Web chat: one embed code, many behaviours
Different page groups on your site — a campaign page versus the rest — can get their own greeting, colours and behaviour without touching the embed code. Profiles are an ordered list where the first match wins, and they update in single-page apps without a reload. You can adjust the launcher button's margin and hide it entirely on mobile. The proactive greeting bubble's frequency is now a choice too: once per visit, once per unique visitor, or on every page load.
NewCommunication
An IVR menu for inbound calls, and a caller ID per agent
You can now build a keypad menu for inbound calls: a greeting, a "no input" message, and a route to an agent for each digit from 1 to 9. Whether the target agent is active and permitted is re-checked both when the rule is saved and when the call arrives. You can also maintain a list of verified numbers and let each agent pick, in their own settings, which one to use for outbound calls — previously the whole organisation shared a single number.
NewCommunication
Versioning and release approval for QA forms
Quality forms now follow a draft → publish → retire lifecycle. A published form cannot be edited, and creating a new version automatically retires the previous published one. In-progress and completed reviews keep the form version they were assigned, so a later edit never rewrites past scores. Reviews assigned to an evaluator also collect in their own worklist, with due date and form version.
NewCommunication
Agents can see their own QA score — and dispute it
The call detail panel now shows the quality score given to your own call along with the evaluator's note. If you disagree, you can open a dispute with your reasoning; it moves to "under review" and the process is tracked. Previously the person being evaluated could not see their own result at all.
v23.1.4773 updates
NewCommunication
Saved views and bulk outcomes in the call log
Filter combinations you use often can be saved and recalled in one click. You can also set the outcome on several calls in a single action instead of opening each row.
NewCommunication
WhatsApp button messages and inbound calls
All four call-to-action button types are now usable, and button messages can carry a header and an image. Inbound WhatsApp calls also appear in the CRM — until now they were not recorded anywhere, so a customer's attempt to reach you left no trace.
NewCommunication
A safer sending engine for WhatsApp
Newly connected numbers now start on a warm-up schedule: daily volume opens gradually, hourly and per-recipient caps apply, and natural gaps are placed between messages. Reply rate and cold-outreach ratio are watched continuously, so you are warned before a number gets restricted. Each session runs through an exit IP aligned with the number's country.
v23.0.2746 updates
NewCommunication
Recording review queues
Call recordings that need reviewing collect in their own queue, so the quality team picks up the next one instead of scanning the whole list.
NewCommunication
Triage for low-scoring calls
Customer satisfaction scores were already aggregated on the dashboard, but you could not act on them. Now you can ask for calls at or below a score — one filter to find the conversations dragging the average down.
NewCommunication
Supervisor wall display
Live agent status and queue wait time on one screen, in type large enough to read from across the room. The quality leaderboard sits on the same display. Each block runs inside its own error boundary, so if one cannot load its data the rest keep working, and the clock updates in step.
NewCommunication
Agreement between the AI score and the human score
The score from the analysis model is now compared with the score a reviewer gave. Three numbers are shown together: the direction of the gap (do reviewers score more generously or more harshly than the model), the typical size of the gap, and the share of reviews where the two scores are within 10 points. If the average gap is near zero but the typical gap is large, the model is right on average and wrong case by case — you can only tell those apart by looking at both. How many reviews could actually be compared is stated separately.
NewCommunication
Quality review — score calls with human judgement
Define a review form of weighted criteria and score calls straight from the call detail. A criterion you leave blank is not counted as zero; the score is calculated only from what you filled in, and the screen shows how many criteria were counted. Agents can dispute their own review — a dispute never erases the score, it is recorded alongside it. Two reviewers can score the same call, so you can measure consistency between reviewers.
NewCommunication
Dialer campaigns — preview and power dialing
Upload a target list, set the calling hours and the retry rule, and let agents work through it. Hours apply in your organisation's time zone, so customers are never called at the wrong hour. The do-not-call list is re-checked at dial time — including numbers added after the list was uploaded. You are told how many uploaded numbers are suppressed rather than having them silently dropped. Preview and power dialing are supported because they never abandon a call; predictive dialing stays with the phone system.
v23.0.15610 updates
NewCommunication
Agent status — Available, On break, After-call work
Agents switch their status from the softphone header in one click. In the supervisor panel the idle team is no longer one pile: available, on break and wrapping up after a call each get their own heading, with how long they have been there next to them. Nobody can put someone else on break — only agents change their own status.
NewCommunication
Turn a voicemail into a callback task in one tap
Convert a recording from the voicemail inbox and the title fills in with the number, the description with a transcript preview; the task opens at high priority and is due four hours later. If the number matches a lead or a customer, the task is linked to that record. The same voicemail cannot become a second task — the existing one opens instead.
NewCommunication
Queue service level alerts
You set how many seconds and what share of calls should be answered within them; when the measure slips, users with supervisor permission get a notification. An abandoned call always counts as a breach, no alert is raised while the sample is too small, and you decide how often the same alert may repeat.
NewCommunication
Full-text search across call transcripts
Search the text of analysed calls: a refund, the word "expensive", a competitor's name, a campaign name. Results show only the passage the match sits in, with the term highlighted, rather than the whole transcript, and each row jumps straight to that call. Turkish dotted and dotless i are matched correctly.
ImprovedCommunication
Call history: inline outcome, your own KPIs, and an agent quality trend
Changing a call's outcome no longer means opening the record — you pick it from the list. You decide which boxes stay in the indicator strip at the top, and that choice is remembered on the device. Expanding an agent's row in the leaderboard draws their quality curve over 7, 30 or 90 days.
NewCommunication
Response focus — the next conversation that actually matters
One card sits above the inbox list: the conversation that genuinely needs you right now. The order comes from delivery problems, breached response times and conversations waiting for approval, and the card says how long it has been waiting. You can assign an owner or open a follow-up task without leaving it.
NewCommunication
Contact timeline — every channel and CRM event in one stream
The "All history" panel in a contact's detail brings that person's WhatsApp, e-mail and other channel messages, internal team notes and CRM events into a single timeline. Events such as lead created, converted to customer or record merged appear as blue rows, and team notes are marked in yellow so they are never mistaken for something the customer saw.
NewCommunication
Team drafts and skill-based routing
When a reply is written together, nobody's work is lost: if two people edit the same draft the second sees "the team draft has changed, load the current version" and their colleague's text is never overwritten. Team notes that never reach the customer can be left under the draft. Admins can route by channel, language, product or segment.
ImprovedCommunication
E-mail delivery receipts
On e-mail channels that send through Resend you can see what actually happened to a message: the provider accepted it, reported a delay, delivered it, could not deliver it, or failed permanently. "Accepted" and "delivered" are deliberately kept apart — handing a message to the provider is not the same as handing it to the recipient.
NewCommunication
Telephony capability matrix — what each provider can actually give you
At the bottom of softphone settings, a table lists row by row what AloTech and Bulutfon provide: agent attribution, queue breakdown, voicemail box, queue wait time, recording and analysis, live call state, transfer legs. Every closed cell carries its reason — either the provider never sends that data, or it simply has not been built yet.
v23.0.1061 updates
ImprovedCommunication
Delivered, read and failed counters on WhatsApp campaigns
Campaign results are now filled from Meta's own delivery receipts: how many messages were delivered, how many were read, how many failed — measured, not estimated.
v23.0.1064 updates
NewCommunication
Coaching dashboard — develop your team with data
Agent performance heatmaps, persistent improvement plans, manager coaching notes and you-vs-team benchmarking. Plus an opt-in weekly coaching digest email, and drill straight down to the real conversations behind every metric.
NewCommunication
Inbox automation, expanded
A business-hours- and priority-aware SLA engine with breach escalation, auto-assign on incoming messages, recurring scheduled messages, per-agent signatures, and template rendering in scheduled messages with “skip if the customer already replied”. Apply AI tag suggestions with one click, too.
ImprovedCommunication
Call Center operations, deeper
Service level and ASA, shift planning from the intraday volume distribution, a sortable and exportable supervisor report, a two-axis disposition taxonomy and call-back from voicemail. Plus a persistent playback bar with scrubbing, speed and mute.
ImprovedCommunication
Support desk, strengthened
SLA tracking, ticket merging, canned responses, inbound email that turns straight into a ticket, and CSAT satisfaction surveys. Environment info is captured automatically and new replies are badged — fully working on mobile too.
v23.0.984 updates
NewCommunication
Call Center: live coaching and PCI recording pause
Supervisors can whisper-coach an agent on a live call, barge into a three-way conversation, or drop back to silent monitoring. During sensitive moments like payments, the agent can pause recording temporarily and resume it with a persistent badge — for PCI-DSS compliance.
NewCommunication
Click-to-call from anywhere with the browser extension
With the new Rocketly browser extension (Manifest V3), select a phone number on any web page and call it in a single click. The call goes through Rocketly, applying your session’s Do-Not-Call check and softphone flow.
ImprovedCommunication
Inbox: saved-view threshold alerts and governed handover
When one of your saved views crosses a threshold you set (e.g. the number of conversations awaiting a reply), its assigned owner gets alerted — catch problems before they grow. Conversations are handed over between agents in a controlled way.
NewCommunication
New providers: Bulutfon PBX and SMS
On the call-center side, a Bulutfon integration (with connect, configure and call-history screens); on the messaging side, two new SMS providers — Posta Güvercini and Vatan SMS.
v23.0.31 updates
ImprovedCommunication
Web Chat Widget — proactive, multilingual and measurable
Set business hours, a second shift and holiday exceptions, then show delayed proactive messages by page URL. Localize greetings, offline messages and quick replies; follow the funnel from impression to first reply and conversion by goal, day and domain.
v22.1.31673 updates
FixedCommunication
Softphone stays stable after being in the background
Permanently fixed the connection error that appeared after long idle/background periods, and stopped the softphone from getting stuck (and unclickable) behind the AI chat.
NewCommunication
Call History, recording player and live call panel
Softphone and AloTech calls now live on a single page — with time filters and metrics. Play call recordings inline, set a per-agent extension (SIP), and watch active calls from a live panel.
NewCommunicationHighlight
Call Center & Softphone — your phone system now lives in Rocketly
Make and answer calls right from your browser — no extra software needed. The provider-agnostic softphone runs on Twilio Voice, and every call is logged automatically to the matching customer/lead timeline.
In-browser softphone (WebRTC) — ready with Twilio Voice
One-click dial from anywhere: Leads, Customers, Contacts and Appointments
Screen-pop on incoming calls — the caller is matched automatically
Turn an unknown number into a new lead in one step
Missed-call notification + one-tap call back
Follow-up task/appointment from a call + automatic call logging (unified note)
v22.1.12847 updates
ImprovedCommunication
Team Chat just got stronger
Forward a message to multiple conversations and see who reacted to a message. An unfinished message is saved as a per-conversation draft; zoom and pan a full-screen image. An unread-messages divider, group avatars, a “scroll to bottom” button and a new-message counter were added. Resend a failed message with a single tap.
NewCommunication
Call / Conversation Analysis
Automatically transcribes call recordings and extracts sentiment, talk/listen balance, objections and a summary. See what your team actually talks about.
ImprovedCommunication
Unified inbox expanded
Alongside WhatsApp Business, a personal WhatsApp line, Telegram and Facebook Messenger now sit in the same inbox. Handle every channel on one screen — nothing slips through.
ImprovedCommunication
Inbox contact management, improved
Contact-linking dialogs now use server-side search, so the 100-record limit is gone — search across all your contacts. Bulk link and unlink, stat counters, and channel/blocked filters were added, and the same experience is now available on mobile.
NewCommunication
Team Chat: threads, read receipts and much more
Team chat grew up: Slack-style threads (keep replies on topic), "seen by" read receipts with a three-state checkmark, @everyone/@here announcements, per-conversation notification levels (all / mentions only / off), saved messages, online presence indicators, and one-click "create task" from any message.
NewCommunication
Support: real-time ticket updates
Support tickets now update live without refreshing the page, and a customer satisfaction (CSAT) survey kicks in when a ticket is resolved.
NewCommunication
Channel statistics in the inbox
A statistics panel with 7 new metrics has been added to the unified inbox: see volume, response and performance per channel over any range with the period selector. See at a glance which channel is doing how much.