WhatsApp contact identity, drill down in reports, and automation visibility

Drill down by indicator in reports: The report dashboard can now break down key metrics. When viewing a panel indicator, managers can request the complete list of sessions or interactions making up that result, with pagination and alignment to the exact snapshot shown in the card. Available for over 45 metrics (including service volume, channels, tickets, response time, NPS, and others), this feature removes the need to rely on manual exports from the Tolky team to investigate variations or justify results.

Migration banner to the new platform version (V2): Users still on the previous version (V1) will now see a prominent banner inviting them to try the new version of the platform, with a direct link. The notification is not shown to customers from domains that opted out. The goal is to expand V2 adoption and ease the transition organically.

Compatibility with the new WhatsApp contact identifier (BSUID): Meta is launching a structural change in how it identifies users on WhatsApp: instead of the phone number, it will use a unique user identifier called BSUID (Business-Scoped User ID). This identifier has started appearing in Meta webhooks since April 2026 and will be officialized alongside the launch of usernames on WhatsApp, planned for the second half of 2026—when it will be possible to send messages to a contact without knowing their phone number. Tolky anticipated this change and is ready: the platform now stores and uses the BSUID to recognize each contact precisely, regardless of phone number format. In practice: when Meta officializes usernames, Tolky will already be capable of identifying contacts by BSUID, without interruption to service flows and campaigns; existing contacts are automatically migrated to the new identifier with each interaction, requiring no manual action or database import; and conversation histories remain preserved even when the format of the number varies, eliminating duplicate records as a side effect.

Compatibility with international numbers: The phone field on the platform and panels now features a country code selector (DDI), ensuring compatibility with international numbers and the format expected by Meta's API.

Visibility of automation performance: The internal structure of automations has been reorganized to expose detailed performance metrics. It is now possible to identify which decision paths are triggered most, the success rate of each step, execution times, and where behavior divergences occur. This visibility makes it easy to find bottlenecks and continuously optimize service flows without relying on manual analysis.

Media not visible in conversation: Customers sending videos, photos, or documents via WhatsApp had their files ignored by the system, with no visual feedback in the panel. This has been resolved: all media types are now processed and displayed correctly, ensuring no customer-sent information is lost during service.

Campaign sending failure for specific WhatsApp templates: Businesses using WhatsApp templates with text headers (e.g., "New Ticket Created" or "Your request has been received") could not send campaigns via API, blocking automated notification flows. Sending has been restored to normal for this template format.

"Today" filter offline in V1 panel: The "Today" filter in the V1 service panel displayed no results, preventing managers from tracking daily service volume in real time. This has been corrected and the filter is functional across all hosts.

Content corrupted by automatic links: When writing an email address in the avatar's knowledge base, the system automatically converted it into a clickable link, corrupting the saved content. This could result in the avatar receiving incorrect information during service. Emails are now saved as plain text, preserving the integrity of the configured information.

Confusing descriptive text in form settings: The description of the general instruction field in form settings was imprecise, leading customers to configure the field incorrectly. The text has been corrected to clearly guide the expected input, reducing configuration errors and related support tickets.

Avatar creator missing administrator permissions: When creating a new avatar, the user responsible for creation did not automatically receive administrator permissions, requiring manual intervention from the Tolky team to grant access and configure team members. This process has been eliminated: creators now start with the correct permissions.

NPS indicator showing wrong scale: The NPS gauge on the feedback screen displayed a scale from 0 to 100, masking negative scores that occur when detractors outnumber promoters. The scale has been corrected to the actual -100 to 100 range, ensuring an accurate reading of customer satisfaction.