REVE Chat V6.5.0: Introducing Voice AI Agent, Magento Integration, & More

Our latest release brings one of our largest platform expansions to date, with major improvements across AI Agents, Voice, eCommerce, WhatsApp, payments, agent productivity, routing, reporting, and conversation management.

The update is designed around a common objective: enabling businesses to manage more of the customer journey, from discovery and conversation to product selection, payment, and support, directly within REVE Chat.

Magento Commerce Integration with REVE Chat

Our first major feature release introduces a new Magento integration, allowing businesses to connect their Magento stores with Wize AI Agent and extend AI-powered customer engagement into the commerce journey.

Once connected, the AI Agent can work with Magento store data to provide customers with relevant product information and assist them during product discovery and purchasing interactions.

This integration also extends to human-assisted conversations. Live chat agents can share Magento products and checkout links directly with customers, allowing customers to move from a support or sales conversation toward checkout without having to manually navigate the store.

Whether it’s human or automated assistance, REVE Chat has all Magento stores covered with this update.

Magento & WhatsApp Commerce

With this update, we are also introducing an integration between Magento and our expanding WhatsApp Catalog capabilities. With this integration, you can:

• Connect Magento product data with WhatsApp Catalogs.
• Synchronize supported Magento products with your WhatsApp product catalog.
• Share Magento store products directly with customers communicating through WhatsApp.
• Give agents easier access to commerce information while assisting customers.
• Reduce duplicate product-management effort across Magento and WhatsApp.

Alongside this release, we have introduced WhatsApp Catalog Auto-Sync, enabling businesses to keep catalog information updated automatically instead of relying entirely on manual synchronization. Auto-Sync supports configurable synchronization frequency, visibility into synchronization status, and continued scheduled synchronization following recoverable failures.

Voice Agent & Voice Communications

This release introduces our Voice Agent and voice communication capabilities. Businesses can now extend customer engagement beyond messaging by using voice directly within the platform. With this update, you can create or use:

• AI-powered Voice Agent / Voice Bot
• Incoming call support
• Outgoing call support
• Voice-based automated customer interactions
• Integration of voice communication into the broader customer engagement ecosystem

This enables businesses to combine automated voice conversations and human-assisted communication with their existing digital engagement channels.

AI Agent Payment Request Integrations

We have added payment request capabilities for AI Agents, enabling businesses to connect supported payment gateways and collect payments as part of the customer interaction.

Businesses can configure their merchant/payment account within our system and allow customers to complete payment through the supported payment flow. We are currently introducing the following payment gateways:

• SSLCOMMERZ
• bKash

Additional payment gateway integrations are planned and will be introduced soon. This creates a more complete conversational journey where an AI Agent can assist a customer and move the interaction toward payment without forcing businesses to manage the transaction through a disconnected workflow.

Agent Workspace & Productivity

For the next section of our feature releases, we are introducing several features to improve our system’s user experience and functionality.

Advanced Inbox Filters

Inbox filtering has been significantly expanded across Your Inbox, Unassigned, Bot’s Chat, and AI Agent’s Chat. We are adding more filter options for you to segment your conversations for better reporting. Here are the new filters we are introducing:

• Channel
• Sub-channel
• Sentiment
• Customer Label
• Reply Status
• Business Hours

Relevant filters now support multiple selections, making it easier to narrow large conversation queues without repeatedly changing filter values. We have also expanded Sub-channel filtering beyond previously limited scenarios, so businesses managing multiple pages, accounts, or channel sources can identify conversations more precisely. Filter selections are designed to remain persistent even when switching between relevant tabs.

Bulk Management for Snoozed Chats

Agents can now manage conversations in the Snoozed section more efficiently through bulk operations. Using these operations, you can:

• Bulk close snoozed chats
• Bulk transfer snoozed chats
• Select multiple destination agents
• Round-robin distribution of selected snoozed conversations across eligible agents

The existing agent-availability rules remain applicable when agents are selected for transfer.

Improved Agent Break & Availability Management

Break management and routing behavior have been expanded to better handle conversations when agents become unavailable.

When an agent goes on break, newly initiated conversations can continue through the normal routing process and be distributed to available agents. Businesses can also configure behavior for existing conversations when an agent moves to an Away or Offline state.

The updated routing approach includes support for transferring conversations from Active and Snoozed queues to selected available agents. Related configuration, including Chat Auto Accept and ongoing-chat availability behavior, is being consolidated within the Routing Policy area for more consistent administration.

Agents also receive improved visibility into their break period through break-time indicators and related notifications.

Configurable Chat Assignment Order

Administrators now have greater control over how waiting conversations are prioritized for automatic assignment.

• Oldest First
• Newest First

Oldest First remains the standard chat arrival-order behavior, while Newest First allows businesses to prioritize more recently arrived conversations when operational requirements call for it. The setting is maintained at the account level and applies directly to the live auto-assignment queue.

Personal Canned Responses for Agents

Agents can now create and maintain their own personal canned responses, making frequently used messages easier to reuse during conversations.

A new My Canned Response area provides agents with access to their individually maintained responses. Canned-message accessibility within the agent workspace has also been improved so agents can use saved content more efficiently while composing replies.

Improved Chat History Experience

The Chat History interface has been improved to provide more usable space for conversation review. With this update, you can:

• Check long customer conversations easily
• Audit conversations efficiently
• Carry out hstorical case investigation
• Review sessions containing multiple messages or attachments

The improved layout reduces unnecessary scrolling and makes historical conversations easier to inspect.

Conversation Context & Channel Experience

For overall conversation and channel experience, we have released the following features.

Unified Session Identification

Conversation tracking across different engagement modes is being standardized with a consistent Session ID. This applies for all conversations handled by:

• Wize AI Agent
• Live Agent
• Chatbot

The same customer session can retain its Session ID as the conversation moves between these engagement modes. The Session ID can then be used across applicable reports to locate and audit the complete customer interaction more consistently. This helps reduce fragmentation when a single customer journey passes through multiple automation and human-assistance stages.

Meta Ad Conversation Attribution

Businesses running Meta messaging campaigns can now gain better visibility into which advertisement generated a conversation. We brought the following enhancements for different platforms.

• Facebook Messenger: Click-to-Messenger Ads
• Instagram: Direct Ads
• WhatsApp: Click-to-WhatsApp Ads

For supported Meta messaging experiences, REVE Chat can capture available attribution information and associate it with the corresponding conversation. Available information can include the Meta ad identifier and relevant ad creative/context supplied through Meta. This gives agents more context before or during a conversation and helps businesses connect customer conversations with their advertising activity.

Quote Replies for Facebook Messenger & Instagram

Native quote message replies are being extended to Facebook Messenger and Instagram Direct. This applies to:

• REVE Chat Web Inbox
• Android Agent App
• iOS Agent App

Agents can reply to a specific message while preserving the referenced message context supported by Meta. Agents can preview the selected message before replying, while inbound quoted replies can also retain their associated conversation context where supported.

Better WhatsApp Number Identification

For businesses that have connected multiple WhatsApp numbers, agents can now more easily identify which business number a conversation belongs to.

The relevant WhatsApp number is displayed alongside the conversation context, helping agents distinguish conversations across different numbers, teams, brands, or business operations.

Reporting & SLA Enhancements

We have also made some great improvements to the reporting and analytics part of our solution.

Initial Response Time (IRT) SLA & Reporting

We have expanded SLA and reporting capabilities with Initial Response Time (IRT).

IRT measures the time between assignment of a conversation and the agent’s first response:

IRT = Agent First Response Time – Agent Assignment Time

Businesses can use IRT as part of their SLA configuration and reporting to better understand how quickly agents respond after a conversation reaches them. The capability supports configurable SLA thresholds and IRT breach tracking.

Improved Unique Visitor Reporting

The Bot Chat Report now receives additional Unique Visitor filtering capabilities.

Users can distinguish records using Is Unique Visitor? with Yes/No options. This brings Bot Chat reporting closer to the existing visitor-analysis capabilities available across other chat reports and helps businesses produce more consistent visitor-level analysis.

Commerce, Conversations, and Payments: All Connected

A significant part of this release is not any single feature, but how the capabilities work together.

A customer can discover a business through a Meta ad, start a conversation through WhatsApp or another supported channel, interact with an AI or Voice Agent, receive information about products from a connected Magento store, continue the conversation with a live agent, receive a product or checkout link, and complete a transaction through a connected payment gateway.

At the same time, businesses gain stronger routing, filtering, reporting, attribution, session tracking, and agent-productivity capabilities behind that customer journey.

Release Summary

This update introduces major capabilities across five areas:

• AI & Automation – Voice Agent, AI-assisted commerce, and AI Agent payment requests.
• Conversational Commerce – Magento integration, product sharing, checkout links, WhatsApp Catalog integration, and automatic catalog synchronization.
• Agent Productivity – Advanced filters, bulk actions, personal canned responses, improved break management, and expanded chat-history usability.
• Omnichannel Experience – Meta ad attribution, Facebook/Instagram quote replies, WhatsApp number visibility, and unified session tracking.
• Operations & Analytics – Configurable chat assignment order, IRT SLA/reporting, and improved unique-visitor analysis.

Overall, this release moves REVE Chat further toward a unified AI-powered customer engagement and conversational commerce platform, connecting customer acquisition, automated engagement, live assistance, commerce, payment, and post-conversation analysis within a more integrated experience.