Find old messages in seconds!

No more endless scrolling to find important information. Now you have a built-in search bar inside every chat.

• ⚡ Total agility: Type a keyword and instantly locate past conversations, receipts, or any important details.
• 🎯 Stay focused on service: Answer customer questions faster by accessing conversation history without disrupting your workflow.
  
  

Why did we build this? Previously, viewing and managing account templates required navigating through menus that weren't easily accessible. In operations with many templates — separated by channel, category, or status — finding the right one took time and disrupted daily workflows.

What changed? There's now a dedicated Templates screen right in the platform sidebar. It brings all account templates into one place, with filters by status, category, type, and channel — without leaving your current workflow.

How to access: Click the Templates icon in the side menu. The list loads automatically with all account templates, paginated and searchable by name.

Coming soon: we're already working on allowing template creation directly from this screen. 🚀

⭐ Bulk actions in the chat list

Why did we build this? Managing conversations in Poli used to be a manual, repetitive task: to forward, mark, tag, or close chats, operators and supervisors had to open each conversation individually and perform the action one by one. During shift changes, agent absences, or volume spikes, this consumed valuable minutes and increased the risk of conversations going unanswered.

What changed? The New Interface now features a bulk selection mode in the chat list. With it, you can select multiple conversations at once and perform actions in batch — without opening any of them individually.

How to activate: Hover over a contact's avatar in the list — a checkbox appears in place of the photo. Click to select. You can also right-click on any conversation and choose "Select contact" from the context menu.

When the first conversation is selected, an action bar appears at the top of the list with the selected conversations counter and the "Bulk actions" menu.

Available actions:

• Forward chat — redistribute multiple conversations at once to another agent or department. After selecting the recipient and confirming, forwarding is processed in batch with a real-time progress indicator.
• Mark as read — clear unread badges from multiple conversations simultaneously.
• Mark as unread — flag conversations that need attention without having to open each one.
• Add label — apply one or more tags to all selected conversations at once, with search and multi-select for labels.
• Close chat — close multiple conversations simultaneously, without filling out an individual wrap-up form for each.

Important behaviors:

• The limit is 50 conversations per operation. When you try to select the 51st, a warning is shown.
• During selection, new incoming messages do not reorder the list — the order stays frozen so you don't lose track of what you're selecting. A banner shows how many new conversations are waiting, and when you exit selection mode everything updates.
• If an action is in progress and you try to close the browser, an alert warns you that the process may be interrupted.
• At the end of each operation, a toast informs the result: full success, partial success (with how many failed), or error.
  
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We keep evolving the platform with a focus on the New Interface and the Broadcaster. Here's what changed this week.

⭐ Department now visible on the conversation card

Why did we build this? The chat list displayed the agent's name on each conversation, but didn't show which department the chat belonged to. In operations with multiple departments, managers and supervisors had to open each conversation individually to understand the context — slowing down triage and making it harder to spot bottlenecks by sector in real time.

What changed? The conversation card now displays the department directly in the list, next to the agent's name, in the format Agent name / 🏷️ Department name. This makes it possible to identify the context of each service at a glance, without opening the chat.

The behavior covers all possible combinations:

• Chat with agent and department: shows both with "/" separator
• Chat with agent only: shows only the agent
• Chat with department only: shows only the department

Works on desktop and mobile, in both light and dark mode.

⭐ Broadcaster — New label-based audience

Why did we build this? To send a campaign to a specific group of contacts, the only option was to manually export a spreadsheet, filter by label outside the platform, and upload it. A lengthy process, prone to errors and disconnected from the labels already being used in day-to-day operations.

What changed? The Broadcaster now has a third audience option: Label-based audience. When creating a campaign, simply select this option, choose one or more labels, and the platform builds the audience automatically — no spreadsheet, no manual export.

How it works:

• The selector displays all active labels in the account, with name and color
• Multiple labels can be selected (the audience includes contacts that have at least one of them)
• An estimated reach counter shows how many contacts will be impacted before sending
• Contacts with more than one selected label appear only once in the audience.
  

• "Ghost" agents fixed — operators who closed their browser or lost connection remained with "Available" status in the system, receiving new chats even when not on the platform. The presence service was corrected: status now automatically updates to Offline when a connection drop is detected, with no manual action required.

⭐ Pin important conversations to the top of your chat list

Why did we build this? There was no quick way to highlight priority contacts in the conversation list — like ongoing negotiations, VIP clients, or cases that need constant follow-up. Operators had to repeatedly search by contact name or rely on memory to keep track of these conversations amid the queue.

What changed? You can now pin up to 3 conversations to the top of your chat list. Pinned conversations appear in a highlighted block above all others and stay visible regardless of the filter or sorting applied.

To pin, simply right-click on a conversation — or click the arrow next to the timestamp — and select Pin conversation. To unpin, the same menu shows the Unpin conversation option.

A few important rules:

• Pins are personal — only you see the conversations you pinned
• The limit is 3 pinned conversations at a time. If you try to pin a fourth, the platform will ask you to unpin one first
• Pinned conversations continue receiving messages normally and show unread badges in real time
• On mobile, press and hold a conversation to access the pin option

We keep evolving the platform with a focus on the New Interface and the day-to-day stability of your support operations. Here's what changed this week.

⭐ Chat wrap-up with AI suggestions

Why did we build this? When closing a service, operators had to manually fill in the wrap-up fields — reason for the service, sale status, product, payment method, and customer sentiment. This process was time-consuming and prone to errors or omissions, especially in high-volume operations.

What changed? Now, when clicking Finish chat, Poli's Copilot reads the conversation history and automatically suggests values for all wrap-up fields: service reason, status and details (for commercial services), customer sentiment, and an AI-generated contextual observation with up to 3 sentences. Suggested values appear labeled as "Suggested by Copilot" and can be adjusted before confirming.

⭐ Chat sorting fixed and redesigned

Why did we build this? When using "Oldest message" or "Oldest service" sorting criteria, new chats would automatically jump to the top of the list, ignoring the order set by the operator. The sorting menu also didn't make it clear which criterion was currently active.

What changed? The chat list now strictly respects the selected sorting criterion, regardless of new messages arriving. The sorting menu was also redesigned with two option groups — "Sort by" and "Order" — and the button now shows a visual indicator when the sorting differs from the default state.

⭐ Advanced filters in the broadcast history

Why did we build this? In the Broadcaster history, the only available filters were by date and status. For teams running many campaigns, finding a specific broadcast meant scrolling through dozens of records manually.

What changed? The broadcast history now includes an Advanced Filters button with four new search criteria: campaign name, channel, responsible user, and template used. All filters can be combined with each other and with the existing date and status filters. Each active filter appears as an individually removable tag.

⭐ Broadcast interruption restricted to managers with audit log

Why did we build this? Any user on the platform could interrupt an ongoing broadcast, with no record of who performed that action. This created a risk of campaigns being accidentally cancelled by operators or supervisors.

What changed? Interrupting a broadcast is now exclusive to the Manager profile. Operators and supervisors no longer see the interruption button. Every interruption is automatically logged with the user's name, profile, date, time, and number of messages sent up to that point. The log is visible in the broadcast detail for audit purposes.

We delivered improvements that directly impact confidence and control while using the platform.

⭐ Alert when the internet connection drops during service

Why did we build this? Poli works in real time: messages come in and go out constantly through integrations with WhatsApp, Instagram, and other channels. When an operator's connection drops — whether due to unstable Wi-Fi, accidentally enabling airplane mode, or a momentary network outage — the platform would still appear normal, but messages would simply stop working silently. This caused confusion: the operator had no way of knowing whether the problem was with Poli, the channel, or their own network. In many cases, they would try resending the same message multiple times, creating duplicates or opening unnecessary support tickets.

What changed? Now, as soon as the internet connection is lost, a warning automatically appears at the top of the screen with the message: "You are not connected to the internet. Check your network and try again."

While the alert is active:

• The message input field is disabled
• No actions that depend on the server are executed
• The interface remains stable, without freezing or displaying technical errors
  

When the connection is restored, the alert disappears on its own and everything returns to normal — no need to refresh the page.

⭐ Template category and confirmation before mass broadcasting

Why did we build this? When using Poli's Broadcaster to send mass messages, operators had to select a template — but it was never clear what category that template belonged to (Marketing, Utility, or Authentication). This matters because each category has a different impact on your plan's credit consumption.

What changed? Now, when selecting a template in the Broadcaster, its category appears visibly next to the name — before even moving on to the send step.

When you click send, a confirmation modal is displayed with:

• The name and category of the selected template
• The exact number of contacts who will receive the message
• A clear notice about credit consumption from your plan

The broadcast only goes out after explicit confirmation. If you clicked by mistake, you still have time to cancel.

⭐ Edit template variables directly in the chat

Why did we build this? When selecting a template with variables (such as the customer's name, order number, etc.), the platform used to open a separate modal to fill them in before sending. That flow added an unnecessary extra step and broke the flow of service — the operator had to leave the conversation, fill in the variables elsewhere, and only then send. For flexible templates, the problem was even greater: the modal was unintuitive and caused confusion about what to fill in and when.

What changed? Variables can now be edited directly in the conversation's text box, without opening any separate modal. When a template is selected, it already appears in the typing area with the variables highlighted and ready to edit — the operator clicks, adjusts the value, and sends.

The rules remain the same:

• It is possible to send the template without filling in any variable
• If you choose to fill in variables, all of them must be completed before sending
• The contact receives the message exactly as it was filled in
  

For standard templates with variables, the behavior is the same: the variable already comes filled with the default value and can be edited before sending with a single click.

Have questions? Talk to our support team — we're here to help.

We keep evolving the platform with a focus on the New Interface and the day-to-day stability of your support operations. Here's what changed this week.

New Version - Already available for 300+ clients 🤩

Want to be next? Just leave a comment at the end of this post or reach out to our Support team and ask to experience the new Poli interface.

Alert when internet connection drops during service Now, if the internet connection is lost while using the platform, a warning automatically appears at the top of the screen letting you know you're offline. The message input field is disabled while the network is down, preventing failed attempts and accidental resends. When you reconnect, everything returns to normal automatically — no need to refresh the page.

Chat screen opens on the right tab for each profile The chat screen now opens directly on the most relevant tab for your access level: operators land on "Assigned to me", while managers and supervisors land on "In service". Fewer clicks to get where you need to be right when you open the platform.

Broadcaster — Template category and confirmation before sending When selecting a template for a broadcast, its category (Marketing, Utility, or Authentication) now appears visibly on screen, next to the template name. Before confirming the send, a confirmation modal shows the number of contacts who will receive the message and a notice about credit consumption. The broadcast only goes out after explicit confirmation, preventing accidental large-scale sends.

Improved template and quick message search The search now finds templates and quick messages together, with a new "All" filter that displays everything at once. In addition, the search now ignores special symbols such as #, /, and _, so typing "help" will find results like "#help", "##help", or "help_support" without needing to be exact.

Bug fixes

• For clients managing more than two companies on the platform, the company switcher was hiding extra options outside the visible area. All companies now appear correctly in the list.
• On WhatsApp Official (WABA) channels, some contacts had messages blocked due to an internal routing error. The issue was identified and fixed, ensuring normal message delivery on those channels.
• Additional stability fixes related to contact deduplication on WhatsApp channels, reducing cases of duplicate contacts caused by variations in phone number formatting.

The New Interface keeps evolving alongside the day-to-day stability of your operation. Here's what changed this week.

New Interface — Credit usage panel now available You can now access the credits panel directly from the New Interface. By clicking the credits icon in the sidebar, you can view your available balance, current cycle usage, breakdown by channel and by feature — plus a button to purchase credits when needed.

New Interface — Supervisors can now see unassigned chats Supervisors can now see, in the queue, all chats that haven't been assigned to a department or agent yet — not just those from their own team. This ensures no conversation goes unanswered due to lack of visibility.

New Interface — Restore deleted contacts When trying to register a contact that was previously deleted, the platform now detects the history and offers the option to restore it with all linked conversations, notes, and opportunities. This prevents duplicates and preserves the full service history.

Credit usage alerts in all languages For customers using the platform in English or Spanish, the credit usage alert is now displayed in the configured language. Previously, the notification always appeared in Portuguese regardless of the chosen language.

Faster chat loading We made a technical optimization on the server side that reduces the loading time of the chat list. The improvement is especially noticeable in accounts with a high volume of conversations.

Bug fixes In the New Interface, we fixed the following issues:

• Pasting text from external tools (such as Gmail, Google Docs, or Word) into the message box was altering the original formatting. This is now fixed and text is preserved as copied.
• Internal notes in conversations were returning a server communication error when saved. The feature is now working normally.
• The country code field in contact editing was displaying a broken layout. It now renders correctly.
• The "Unread" filter was showing conversations where the last message was sent by the operator. The filter now correctly shows only conversations with unread messages from the customer.
• The "Save" button in contact editing was appearing as "Ahorrar" (Spanish) for some users. The translation has been corrected.
• Switching between Light, Dark, and System modes was causing visual inconsistencies. The behavior is now stable across all three modes.
• The profile picture (avatar) of some users was not displaying correctly. This has been fixed.
• On numbers with a ninth digit, some contacts were arriving duplicated in the platform when receiving broadcast messages. The duplication has been fixed.
• WhatsApp templates approved directly in the Meta Business Manager are now automatically synced to the platform, with no need for manual re-registration.

We continue to continuously evolve the platform to deliver an increasingly fluid, stable experience aligned with the daily workflow of customer service teams. Check out the highlights of this update 😉

New Interface — Coming soon to all customers (+300 active companies)

🤩 [NEW] Chat sorting in the conversation list

It is now possible to organize the chat list using different sorting criteria, allowing each agent to view and prioritize conversations according to their support strategy.

Most recent message
Displays chats that received the most recent message first.

Oldest message
Displays chats whose last message is the oldest first.

Most recent conversation
Displays chats that were started most recently.

Oldest conversation
Displays chats that were started the longest time ago.

This makes it easier to identify new conversations, review ongoing interactions, or prioritize customers who have been waiting longer.

Automatic platform language detection
The platform can now automatically detect the language configured in the user’s browser or operating system, adjusting the interface accordingly and making the first access more intuitive.

More stable sessions during conversations
Adjustments were made to session management to prevent unexpected logouts while the user is still active on the platform, ensuring greater continuity during support interactions.

Password recovery directly from the login screen
It is now possible to start the password recovery process directly from the login screen, making account access faster and simpler when credentials are forgotten.

💡 Note
These improvements are part of our continuous platform evolution cycle, focused on stability, usability, and delivering an increasingly consistent experience. We continue to closely monitor platform behavior to ensure the best performance.