16-08-2026

This release gives administrators a way to keep each team inside its own conversations, lets technical admins build their own tools for AI agents without hosting anything, and brings WhatsApp's new username-based contacts into the inbox. A round of fixes tidies up conversation search, the agent workspace, and the tools area.

If your teams handle separate lines of business, you can now stop agents and supervisors from seeing conversations that belong to workgroups they aren't part of. Turn on Filter by assigned workgroup in Livechat settings, and everyone sees only the workgroups they belong to — in the conversation list, in search, and in the filters. New conversations respect the boundary the moment they arrive, so nothing from another team flashes into view.

The same boundary applies to Realtime Monitor: supervisors see figures and take action only for their own workgroups, across the summary statistics, the Workgroups, Members and Interactions views, and the filters inside each.

The setting is off by default, so nothing changes until an administrator turns it on.

Open

Learn more: Livechat Settings · Unified Inbox · Realtime Monitor

Your AI agents can now use tools you write yourself — no server to set up or maintain. On the new Custom Tools page under Agentic AI, write a function, choose which function your agents should call, and describe what each input is for so the agent knows what to pass. A built-in test run executes your code and shows exactly what it returned, so you can confirm the tool works before any agent uses it.

Tools are saved only once the code is valid and has passed a test run, each tool belongs to your account alone, and updates take effect the next time the tool runs.

Open

Open

Learn more: Custom Tools

WhatsApp now lets people message a business without sharing their phone number. Those conversations arrive and work like any other: the person's WhatsApp username appears in the conversation and on their customer profile, replies reach them normally, and they won't be duplicated as a second contact if they later share a number. Customers who message you from a phone number are unaffected.

Learn more: Channels

The Livechat settings page is long, and the Save button used to sit at the top — easy to scroll past and forget. The save action now sits at the bottom of the screen, and a You have unsaved changes reminder appears as soon as you change something, so edits stop getting lost.

Open

The tools area for AI agents is now called MCPs and is split into two tabs. Installed shows every MCP server available to your workspace — Tactful's built-in tools alongside any you've added — each with its type, health, availability and a Manage action. External is where you connect your own MCP server by giving its name, address and any authentication headers it needs, which are stored securely.

Open

Learn more: MCPs

Conversation search

• Clicking the time period you already had selected no longer clears it and snaps the search back to Today.

• The time period options now stay on one line instead of wrapping awkwardly onto a second row.

• Your search term is now highlighted in Facebook comment, Instagram comment and email results, as it already was elsewhere.

Agent workspace

• Scrolling down the conversation list to load more no longer jumps you out of the conversation you had open — your place and your scroll position are kept.

• The reminder that you're set to Away, and won't be assigned new messages, is no longer hidden behind the Send an email and Send Template buttons.

• Quick-reply suggestions now appear under the message box for the conversation that reopens after you refresh the page.

WhatsApp

• Contacts who reach you by WhatsApp username no longer show an empty or broken phone number, and messages to them send correctly.

Tools for AI agents

• Connecting an external MCP server now completes successfully instead of failing with a server error.

• Descriptions you type for a tool's inputs are kept when you switch the entry function and switch back.

• The delete confirmation now names the tool you actually chose to remove.

• Using your browser's Back button from any tab returns you to the tools page rather than the home page.