MessageBird changelog
MessageBird changelog

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!

AI : Analytics & Insights on Conversational Forms




You can now keep track of the performance of your conversational form-filling automations using the Fill Form step. The results can be tracked within our dashboard, under Knowledge Bases > Results tab.

In the report, you can find :

  • Total amount of form submissions
  • Average form completion time
  • Form completion rate
  • Distribution of completion rates per input, so you can track where users are having problem filling in data


If you've been using the Fill Form step already in your flow, you can see the results based on form filling sessions since 2022-04-20 (11 AM CEST).

Ready to get started?

As of today, Conversational Forms feature is available to all Flow Builder users. Head to Knowledge Bases, create your first Form, then start using it yourself in Flow Builder, either by testing with the simulator or using it with one of your favourite channels. To learn more, read our detailed guide explaining the inner-workings and best practices of the Fill Forms step.

Inbox: Canned Replies




We've extended the Inbox Canned Replies functionality, introducing a new Categories view.

Screenshot 2022-04-29 at 11.11.50.png

You can now easily manage your Categories, create, edit and delete those you don't need anymore.

Apart from a new way of adding Canned Replies inside categories, you can also assign them to specific queues, making sure your Agents only see & use Replies relevant to them ✨

Screenshot 2022-04-29 at 11.11.13.png

Inbox: WhatsApp Stickers




Say hello to WhatsApp stickers. We have just added the support for WhatsApp stickers for the incoming messages in Inbox.


Head to Inbox to see the stickers your contacts are using.

Inbox: Image upload redesign




We're excited to release the new image upload experience in Inbox! These changes let you:

  1. Drag and drop images into the reply box.
  2. Copy & paste images into the reply box.
  3. Write captions when sending images.


Head to Inbox and try out the new image upload experience.

Conversations: Create rich WhatsApp templates from your MessageBird dashboard




When businesses initiate WhatsApp conversations with their customers, WhatsApp requires that these messages are sent as pre-approved templates. Templates fall into the following categories:

  • Issue resolution
  • Reservation update
  • Ticket update
  • Alert update
  • Appointment update
  • Personal finance update
  • Shipping update
  • Account update
  • Payment update
  • Transportation update

You can now create rich media WhatsApp templates directly from the MessageBird dashboard. This includes templates that support media headers (video, images, documents), footers, and multiple languages. You can also submit a sample of the message template to WhatsApp, which greatly increases the chance that your template will be approved!

Screenshot 2022-01-31 at 15.16.08.png

Get started with the new template creator by logging into your dashboard and clicking the link!

Conversations API: Share products from your Facebook Catalogue on WhatsApp




We’ve just added support for WhatsApp product messages to the Conversations API. This allows businesses to send products from a Facebook catalogue to their customers in a WhatsApp conversation. Customers can interact with the single or multiple products, request additional information about a product and create and submit a shopping cart for further processing.


The following new messages types have been added to the API:

  • Single Product Message: an interactive message with a single product item from your business inventory. The product is displayed in a Product Detail Page (PDP) format.
  • Multi-Product Message: an interactive message with up to 30 product items from your business inventory.
  • Inbound Text Message: an inbound text message associated with a specific product. It can be used by your customers to ask questions about your products. Order Message: represents an order placed by your customer after receiving a single or multi-product message.

This new functionality will provide businesses with a way to build rich commerce experiences directly in WhatsApp, and provide another channel to reach their customers. To get started head over to our comprehensive quickstart!

Inbox: Ticket Rules 🤖




We are excited to announce a new set of out-of-the-box rules-based automations in Inbox!

Ticket Rules are designed to automate your Inbox workflows, increasing efficiency and saving time for your team. Our seven pre-set templates help you to handle repetitive tasks that would otherwise be performed manually by agents or admins.

Inbox ticket rules library.png

Read more about the feature in the help center or head over to Inbox to create your first Ticket Rule!