Policies

Your broadcast results were there, but they weren't easy to take in, and you couldn't see which template you'd sent or what it said. This release gives every broadcast a clean, visual summary, with more details at a glance.

Broadcast details, redesigned

Until now, checking a broadcast meant piecing the information together. The template name and the full message weren't shown, and the results weren't easy to read quickly.

Now every sent broadcast opens to the full message, just as your contacts saw it, along with the template name, date, number and labels. Next to it, clear cards show how it performed, with separate tabs for who's still waiting and who failed, and the reason for each failure.

Remove specific labels from your integrations

If you sync data from another tool like your CRM, some labels can't sit side by side. A contact is either "Pending" or "Enrolled", never both. Until now, your integrations could add labels but not take a single one off, so old stages piled up and broadcasts and filters went to the wrong people.

Now the Polser API, webhooks and HubSpot workflows can remove the exact labels you name and add new ones in the same step. Labels your team added by hand stay where they are.

🦺 Bug fixes

• The inbox no longer jumps to another chat while you're working in one. The chat you have open stays open until you pick another one.

• Importing contacts or a broadcast file no longer creates a duplicate of a label you already have.

📣 Important notice about release notes

As Polser grows, our old way of sharing updates, with a very personal email to each team, stopped keeping up. So, in honour of our own product, WhatsApp is now our main channel for release notes. They'll stay just as personal, and the channel can grow with us.

🙋 Scan the code or tap here to say hi on WhatsApp, and you'll get the next one there.

Keep an eye on your chats for the next one, and if you've ever wondered how WhatsApp could work for a newsletter of your own, watch how we do it.

Renaming a WhatsApp number used to mean waiting on Meta, sometimes for days, just so your team could tell your numbers apart. And a quick reaction reply to a customer still left the chat sitting in Unanswered. This release lets you name your numbers right inside Polser, makes reactions count as answers, and tidies up a lot of small things in your inbox.

Name your numbers, no Meta approval needed

Polser used to show each number's official Meta display name when you transferred a chat, sent a broadcast or filtered your inbox. Changing that name meant waiting hours or even days for Meta's approval, and agents with several numbers often couldn't tell who was behind each one.

Now admins can give every number its own name inside Polser, ready to use straight away, with no waiting on Meta.

🙋 We've moved phone numbers from the Business profile tab to a new, dedicated tab. This is the first step toward introducing new features for numbers.

Emoji reactions count as an answer

Sometimes a 👍 is all a customer needs. Now, when an agent reacts to a customer's latest message, the chat leaves your Unanswered list, and your dashboard's Unanswered count updates to match. The chat stays where it is in your inbox, so nothing jumps around.

Label filters skip archived chats

Filtering by a label now hides archived chats, just like the rest of your inbox. Need to see them? Flip the new "Show archived" switch under the labels and they appear right in place.

Know your template before you send it

When a conversation is outside the 24-hour window, the template picker now shows whether each template is Marketing, Utility or Authentication. That helps you keep costs down and avoid Marketing templates in countries where they fail, like the US. You can also open the full text of any template before you send it, right down to the end, even when it uses variables. This works when you schedule a message or start a new chat too.

Send videos, files and reply buttons through the API and HubSpot

Inside the 24-hour window, the API and HubSpot workflows can now send videos, files, and messages with up to three reply buttons, all without a template. When a customer taps a button, you get their answer just like a template quick reply.

HubSpot activities show who sent them

WhatsApp messages logged in HubSpot are now assigned to the agent who sent them, so your CRM shows who said what. If you connected HubSpot before this release, you'll see a prompt in Settings.

🙋 Reconnect your HubSpot integration once to turn this on.

🦺 Bug fixes

• The Broadcasts list now loads faster and more reliably, even for large accounts.

• Unarchiving a chat now moves it out of Archived straight away, with no refresh needed.

• A new customer message could briefly disappear when the inbox refreshed. It now stays on screen.

• HubSpot label sync could clear a contact's label in HubSpot. Your labels now stay put.

• Some sent messages were missing from HubSpot when WhatsApp skipped the "delivered" step. They're now logged every time.

👷 Coming up next

Most of these updates are coming to the iOS and Android apps soon. We're also working on a round of general improvements to make your everyday work in Polser smoother. Stay tuned.

Labels in Polser do a lot of jobs at once. Your team uses them to organise chats day to day, they sync with your CRM, and they power your broadcast audiences. As you've relied on them more, you've asked us for a few things. In this release, we take labels to the next level, both in how they look and how you manage them.

Highlighted Labels

Not all labels are created equal. Some of them tell your team exactly what matters about a contact: a VIP customer, an enrolled student, a lead that needs attention now.

Admins can now mark up to 5 labels as highlighted. Just open the ⋯ menu next to any label in Settings → Labels and select "Mark as highlighted".

Highlighted labels then show up where your team actually works, on web and mobile:

• In the contact profile: highlighted labels are listed first, marked with a star, above all the others.

• In the chat header: a small tag icon appears whenever the contact carries a highlighted label, so your agents know at a glance. Click it to open the contact's profile.

More colours

The label colour picker now has 18 colours instead of 12. We've added red, orange, violet, rose and charcoal, so every label can have a colour of its own.

Label management is now Admin-only

Since labels drive your CRM sync and your broadcast audiences, changing them should be a deliberate decision. From now on, only Admins can access Settings → Labels to create, edit, delete or highlight labels.

Team Members can still add labels to conversations, and create new ones on the fly from the chat, just like before.

Other improvements

• The Public API now supports WhatsApp usernames, and we've updated the webhook documentation in the Help Center to match.

• Broadcast metrics now load correctly for campaigns with very large recipient lists.

🦺 Bug fixes

• Fixed an issue where messages from contacts with "@" in their WhatsApp name were sent to integrations as outgoing messages.

• New team members no longer briefly see all WhatsApp numbers before being assigned one, when "assigned numbers only" is on.

• Fixed an issue where buttons weren't displayed in some messages.

👷 Coming up next

• We're planning some improvements to our API, working on our Help Center documentation, and polishing a few UX details here and there.