MessageBird changelog
MessageBird changelog

Inbox: Manager Portal




We are excited to announce the new Manager Portal function in Inbox! Team managers can use the Manager Portal to see an overview of all of the tickets in Inbox. Use the filters to drill down into the data and get more insights into the tickets that your agents are working on.


Check out the help center page to learn more!

Inbox: Instagram Quick Reply and support for Generic Templates





To be able to communicate with customers like they communicate with their friends, it's important to stay up-to-date with the latest channels and message types.

From today, we now support two new message types: Instagram Quick Reply and Instagram Generic Templates in Inbox!

Inbox: Messaging while busy





Are your Agents using the Available status right up until the end of their shift so that they can complete their conversations?

Until now, using the Busy status prevented agents from communicating with customers, even in existing conversations.

From today, agents can use the Busy status to prevent new tickets from being assigned to them, but they can still finalize their existing conversations before they sign off!

Conversations API: ReplyTo message




Many messaging channels give customers the ability to reply to specific messages by clicking a button or quoting the original message.

Until now, when you interacted with a reply message like this in the Conversations API, it was difficult to know that the incoming message response was related to a previous message.

With the addition of the ReplyTo field, which contains the ID of the related message, you can understand the context of message replies.

    "id": "5f3437fdb8444583aea093a047ac014b",
    "conversationId": "ef39fbf69170b58787ce4e574db9d842",
    "platform": "whatsapp",
    "to": "927241320",
    "from": "1234567890",
    "channelId": "3ab1faad513e753501264a716622ba06",
    "type": "text",
    "replyTo": {
        "id": "6g4548fdb8444583aea093a058bd015b"
    "content": {
        "text": "Yes"
    "direction": "received",
    "status": "received",
    "createdDatetime": "2020-03-05T15:05:59.412358103Z",
    "updatedDatetime": "2020-03-05T15:05:59.418598938Z"

Now, it is also possible to reply directly to messages received from your customers, by adding the ID of the previous message.

Check out the API docs for more information!

Screenshot 2022-08-09 at 16.57.17.png

Conversations API: Message referral properties for WhatsApp




Meta allows businesses to run Facebook campaigns where customers can click through to WhatsApp, initiate product inquiries, and get answers quickly.

Allowing your customers to start a conversation from a range of entry points is a valuable asset that can help drive conversions!

In the Conversations API, the WhatsApp referral property contains information about the source of customer-initiated WhatsApp conversations.

The WhatsApp referral property will be provided when:

  • A user clicks on an advertisement containing a Click to WhatsApp call-to-action.

  • A user clicks on the WhatsApp button in a Facebook post.

The WhatsApp referral property can help you gain insight into which campaigns are most successful by allowing you to evaluate more conversion data.

Get started now by checking out the quick start guide!


Conversations API: Quick Reply Button support for Line




We want to help you build rich, fast, and effective communication experiences. That's why it should be easy and quick for your customers to respond to your messages.

To help with this, you can now send quick reply button messages to your Line customers by using the Conversations API.

A quick reply button message is a message containing up to thirteen action items. Customers can choose one of the action items to send as a quick response.

The supported action types are as follows:

  • Text - Text reply prompt
  • URL - Visit website
  • Camera roll - Open the camera roll and share an image
  • Camera - Open the camera and share a new picture
  • Location - Share location

Get started with sending quick reply buttons by visiting the API docs


Inbox: Mobile UI




Introducing responsive, mobile-friendly UI for Inbox ✨

Inbox Mobile UI blue.gif

You can now use Inbox on-the-go, using a responsive version of our web app.

All Agent related functionality stays exactly the same as in desktop - the UI has just been optimised to ensure a smooth experience on small screens.

Enter the Inbox URL in your mobile browser (we recommend using Google Chrome or Safari for best experience), and check it out! 🚀

Conversations: Launching support for the WhatsApp Cloud Hosted API




I am excited to announce that from this week we will begin to onboard new customers, installing WhatsApp channels onto the cloud-hosted API.

When Meta originally launched support for the WhatsApp Business API, sending and receiving messages relied on running a self-hosted client that supported each individual business phone number. At MessageBird we are running many thousands of these clients for our customers.

Recently Meta has released support for a cloud-hosted version of these clients, meaning that each time a customer deploys a new business number, we will handoff messages via the cloud-hosted API to be delivered to end-users.

The great news for customers is that you will still get the same reliable, fully-featured experiences you always have when choosing to work with MessageBird to get access to the WhatsApp Business API and this will apply if your channel is on-premise or cloud-hosted.

What does it mean for me?

New customers will immediately start being onboarded onto cloud-hosted channels, and we will be making existing customers aware as their channels are migrated to the cloud-hosted API. Please contact our support team for further information.

By reducing the complexity of the infrastructure needed to support the WhatsApp Business API, we can focus on releasing more great features for your business.

Keep an eye on the changelog for new features soon!

How can I see if my channel is on premise or cloud hosted?

If a channel is on-premise, there will be a 'server' icon next to the channel in your dashboard.

If a channel is cloud-hosted, there will be a 'cloud' icon instead.

Screenshot 2022-06-22 at 11.58.06.png

Are there any changes I need to be aware of?

As part of the changes for supporting cloud-hosted API, we have made a minor change to the way that media is stored for incoming messages from your customers.

If your media link starts with you will need to provide your access key to download the media file. Full details can be found here.

This change will also be rolled out for on-premise customers in the near future.

Conversations: Simplifying Categories for WhatsApp Message Templates




As a business, when you want to initiate a WhatsApp conversation with a customer, you must use a pre-approved template message.

While building a WhatsApp template message, you need to select which 'category' the message falls under.

Until recently, there were up to 11 categories to choose from, but Meta has decided to reduce this number to three, making it easier for you to categorize your messages.

The new categories are:

  • Marketing: Promotional offers, product announcements, and other communication that increases awareness and engagement.
  • One-time passwords: Codes that allow your customers to securely access their accounts.
  • Transactional: Account updates, order updates, alerts, and other communication that shares important information.

These new categories are supported exclusively in the Meta template creator and the MessageBird Dashboard.

What about existing templates?

Don't worry! Any existing templates will keep their existing categories and will remain valid until May 2024. We'll communicate information about a migration plan once we have updated guidance from Meta.

What about the MessageBird templates API?

While we recommend that you migrate to the new template creation categories as soon as possible, you can continue to create templates using the old categories until September 2022. We'll keep you updated with further information nearer the time.

Screenshot 2022-06-15 at 10.49.41.png

Conversations: Add phone numbers from multiple WhatsApp business accounts




As a business, when you want to use the WhatsApp Business Platform to engage with your customers on WhatsApp, you must create a WhatsApp Business Account (WABA) within your Meta Business Manager.

Each WhatsApp Business Account can support up to 120 phone numbers and up to 1500 WhatsApp templates (a hard limit enforced by Meta).

Previously, you were only able to link one WhatsApp Business Account (and therefore only phone numbers from one WABA) to your MessageBird workspace.

However, you can now link phone numbers and templates from as many WhatsApp Business Accounts as you like to a single MessageBird workspace.

This means:

  • You can have more than 120 phone numbers per workspace
  • You can separate phone numbers for different use cases into different WABAs while still managing them from a single MessageBird workspace

You can start adding channels by logging into your dashboard and clicking the link!