Chats and Inbox, memory that knows when, and WhatsApp verification

New

• Verify identity over WhatsApp, not just email. Agents can send a one-time code to a WhatsApp number and confirm it back, the same flow already used for email — useful for gating bookings, leads or account actions when a customer only has a phone number on file. Enabled by default for every workspace.

Changed

• Chats is where you talk to your agents. Every agent you own is in the picker, Klic included, and the chat history now spans all of them instead of only Klic. It replaces the old New Chat, Agent Chat and Chats entries, which were three ways into the same screen. Chats is also the page you land on after signing in.
• Inbox is where you handle everyone else's conversations. Live Sessions and Conversations were the same list under two names — one filtered to what was happening right now, the other showing everything. They are one page with queues: Needs Attention, Live, Mine, All and Resolved, plus search, contact-type and date filters. Take over, reply, reassign and release all work as before, and the message trace has moved in beside the transcript.
• Escalation alerts open the conversation itself. A "human support needed" notification used to land on a read-only list with no Take Over button. It now opens the conversation, ready to act on.
• An agent is usable the moment you create it. New agents show a Start chatting button, and every agent page has a Chat action — no need to connect WhatsApp, Telegram or a website widget first. Those remain how you reach your customers, not how you reach your own agent.
• Your own test chats stay out of the Inbox. Trying an agent in its Sandbox no longer clutters the queue that customer conversations arrive in; Include my test chats brings them back when you want them.
• Chats counts toward your monthly interaction allowance, the same as a customer conversation — trying an agent out is real usage. Talking to Klic, the in-dashboard assistant, does not count. See interaction counting.

Old links keep working: /klic, /chat, /live and /conversations redirect to the new pages and carry their filters and conversation across, so existing bookmarks and alerts are unaffected. An agent's Conversations tab now opens the Inbox filtered to that agent.

See Conversations and dashboard navigation.

Improved

• The agent leads with who you are, not with old detail. It now always carries a short profile of the person it is talking to and looks up past appointments, errands and orders only when they are actually relevant — so "what do you know about me?" answers with the things that still hold rather than a list of finished errands. See what the agent has to hand.
• An undated reminder no longer reads as scheduled. Where a customer never gave a specific time, the agent records only when they last raised it and treats it as stale once it has not come up for a while.
• Old errands and appointments fall out of the way on their own. Time-bound memories fade quickly, while preferences and stable facts — "prefers email", "father of two" — stay as relevant as the day they were stored.
• Dates follow the contact's timezone, so an early-morning appointment is not shown on the previous day.
• A memory's date is visible and editable in Contacts → (contact) → Memory, alongside when it was first mentioned.
• Reasoning-capable models now reason by default, which shows most on multi-step questions and ambiguous requests. Existing agents pick this up with nothing to change, though replies on those models may take a moment longer. See reasoning effort.

Fixed

• Inbox's queue counts could disagree with the list they labelled. Needs Attention, Live and Mine now come from the same count as the list itself.
• An agent could report a weeks-old appointment as today's plan. Remembered facts reached the agent with no date attached, so a lunch from last month looked identical to one this afternoon. Every remembered fact now carries its date, anything already past is marked as such, and the agent weighs it far below a stable fact or an upcoming one. See time and dates.
• "Tomorrow" was remembered as the word, not the day. A customer saying "lunch tomorrow at 11" was stored with the relative wording intact, which read as tomorrow forever after. Relative wording is now resolved to the actual date when the fact is stored.
• A correction could be discarded in favour of the original. When a customer changed something they had told you earlier — a time moved, a figure revised — the new version was close enough to the old one to be treated as a repeat and dropped, leaving the outdated version in place. The newer version now replaces the older one, and the old one is kept as superseded. See corrections.
• A restated fact aged as though it had been said once. Something a customer mentions on every visit now counts as current each time they mention it.
• Reasoning effort had no effect on the answer, whatever level was selected. The setting now reaches the model, and existing agents apply it from their next conversation.