Audio messages sent from Callbell on WhatsApp numbers have been upgraded. Previously, they appeared as a generic audio file with a download button and a music icon.

Now they render as native WhatsApp voice notes, complete with a play button, profile picture, accelrate audio (2x) feature, and automatic transcription. Exactly like the voice messages customers send and receive every day on WhatsApp.

Note: Compatible with WhatsApp Cloud API only.

You can now create AI agents in Callbell to handle conversations automatically — qualifying leads, answering questions, collecting data, and more — all without human intervention.

How to get started

1. Create your AI agent Go to the AI agents tab and create a new agent. Define its goal, behavior, tone, knowledge base, and forbidden rules — the more specific you are, the more predictable and accurate the agent will be. Learn how to set up your AI agent here.

2. Test it in the simulator Before going live, use the built-in simulator to test how the agent handles real conversations and fine-tune its responses.

3. Add it to your bot flow Add the AI Agent Flow action to your bot flow and select your agent. The agent will take over the conversation and exit through one of four paths — Goal achieved, Requested Human, No Response, or Error — so you always stay in control of what happens next.

Available for all plans

Every Callbell account gets $5 USD in free AI credits to get started. Learn about AI credits here.

We'd love to hear how you use it. Reach out via WhatsApp anytime.

Team Callbell 🛎️

You can now visualize your funnels in a Kanban board view directly from the Funnels page.

Each column represents a stage of your funnel, giving you a clear picture of how many open opportunities your team has at each step. Move deals forward by simply dragging and dropping cards between stages.

Each stage and card also displays the total amount quoted and sold, powered by your Sales Analytics configuration, so you can quickly track the value of your pipeline.

Team Callbell 🛎️

You can now pin up to 3 chats to the top of your inbox, keeping your most critical conversations always within reach — regardless of recent activity.

Simply click the arrow on any chat card and select Pin chat.

When a chat is closed, Callbell unpins it automatically, freeing up the slot for another one.

Learn more here

You can now create and send authentication templates directly from Callbell.

These templates follow Meta's standard format and are ideal for sending one-time passwords (OTPs) to your customers.

What's included:

• Optional security disclaimer

• Optional expiration warning

• Two delivery options: a Copy Code button and a One-Tap button (Android only)

If you have a WhatsApp Cloud API number with Callbell, feel free to create your authentication templates at https://dash.callbell.eu/settings/whatsapp_templates

📄 Meta documentation

You can now register sales and quotes directly inside Callbell and track your team’s performance without leaving the platform.

After configuring your products, agents can record a sale or quote directly from the conversation view using the $ icon. Each record includes products, quantities, values, discounts, and notes, and is saved in the contact’s profile.

All data is available in the Sales Analytics dashboard (https://dash.callbell.eu/analytics/sales), where you can track:

• Total sales and revenue

• Total quotes and quote value

• Performance by agent, team, and product

You can also filter results by date, channel, agent, or team, and export the full sales and quotes history for further analysis.

To configure and start using Sales Analytics, go to: https://dash.callbell.eu/settings/sales_analytics

If you want a detailed step-by-step guide, check the full article here 💰

You can now send CSAT (Customer Satisfaction) surveys directly from a bot or automation action to measure customer satisfaction. Responses are stored in Callbell and can be analyzed in the analytics section.

How to use

When creating or editing a Bot or Automation, add a new action and select “Send CSAT Survey”.

Customize the message text and the three response buttons that users will see. You can also enable an option to automatically close the survey after 23 hours if the user doesn’t respond.

Best practices

You can fully customize the CSAT follow-up actions. We recommend adding a tag the chat based on the response (Promoter, Neutral, or Detractor) so you can easily segment customers for future campaigns.

You can also add follow-up messages, such as:

• Thanking users for their feedback

• Asking promoters for a public review

• Requesting more details from detractors

How to send the survey

The survey can be sent by the agent triggering an automation (Learn more here). Currently, it's not possible to trigger it automatically when the chat is closed, but we plan to launch this feature in the future (vote here).

Analytics

Once you get your first response, a new chart will be available in the Performance tab: https://dash.callbell.eu/analytics/performance

The chart shows the total number of Promoters, Neutrals, and Detractors. The CSAT score is calculated as the percentage of Promoters.

A table with all responses is also available, allowing you to export the contact list and results.

Let us know if you have any questions 🙂

We’ve introduced Smart automatic assignment, a new way to distribute incoming conversations more fairly across your team, and improved the Round-robin assignment.

Check it out at https://dash.callbell.eu/settings/assignment_rules.

What’s new: Smart assignment

Smart assignment automatically assigns new conversations to the agent with the fewest open conversations.

Instead of following a fixed order, Callbell looks at each agent’s current open workload and routes the conversation where it’s needed most.

The result: better load balancing and fewer agents getting overwhelmed with lots of chats.

Improved Round-robin assignment

Alongside Smart assignment, we’ve released a new and improved Round-robin algorithm.

This new version ensures a consistent and fair distribution by turn.

We highly recommend moving from the Legacy Round-robin to the new Round-robin to avoid unequal assignments.

Legacy

The Legacy Round-robin algorithm is still supported, but it has known limitations. In certain scenarios, assignments may not be evenly distributed.

It will continue to work, but we recommend migrating to the new algorithm to guarantee equal assignment.

Want to understand more? Read the full guide here.