Analytics

Response time measured to the first reply by a person, per agent and per day, with a My work view and CSV.

Also in Engage

Shared team inboxOne thread per contact, assigned across the team, with a live 24-hour window timer.
Voice callsInbound and outbound calls inside WhatsApp, permission-gated per contact and logged like any other thread.
Native WhatsApp formsForms that open and submit inside the chat — no browser hand-off, no drop-off at a link.
Mobile appsThe shared inbox on iOS and Android, with push for assignments and the 24-hour window.
Tickets & tasksTurn a message into a ticket with one emoji reaction, assign it, and see it flagged when it runs overdue.

Everything else on the platform

RCS
MCP
Visual flow builder
Campaigns & broadcasts
Product catalogue & orders
AI knowledge agents
REST API & webhooks
CRM embed & SSO
Automation rules
Whatbot Assistant

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