01-06-2026

✨ What's new

📊 Built-in reporting foundation

We've started bringing powerful, embedded reporting into Tactful — the foundation for performance and engagement dashboards you'll see directly in the platform. As part of this, actions taken by Admins and Supervisors on a conversation are now consistently and accurately reflected in your reports.

💬 Richer messaging on WhatsApp & Instagram

• Deleted-message context — when a customer deletes a message on WhatsApp or Instagram DM, agents now see a "This message was deleted" placeholder in its original spot, so the conversation still makes sense — without exposing the deleted content.

• Reply-to-quote — when a customer replies by quoting an earlier message on WhatsApp, Messenger, or Instagram DM, agents now see that reply shown inline with the message it refers to — no scrolling to find the context.

📋 Filter to what's mentioned you

Agents can now filter their tickets and conversations to show only the ones where they've been mentioned — so the things that need their attention are easy to find.

🤖 AI Agents — better and more reliable

The AI Agents module (launched in our 18 May 2026 release) received a large round of stability and polish this cycle — more reliable knowledge-base syncing, smoother agent-to-channel assignment, and refinements across the module. No setup needed; existing agents simply work better.

🔧 Improvements & fixes

Behind the scenes, this release also improves billing and entitlement handling, upgrades the routing engine with no disruption, and resolves a wide range of issues across channels (WhatsApp, Instagram, Messenger, web chat, email), the Unified Inbox, and ticketing.