REVE Chat September 2026 Product Update

September was about making the customer journey less fragmented.

A customer may discover a brand through an ad, ask a question on WhatsApp, need product guidance, move to checkout, and later require support. Those moments are often handled across separate systems, leaving both customers and teams to bridge the gaps themselves.

This month’s REVE Chat updates bring more of that journey together. From Magento-powered product discovery and Voice Agent capabilities to payment requests, stronger conversation routing, and clearer reporting, the focus is on helping teams serve customers with more context and fewer handoffs between disconnected tools.

Here is what’s new in the REVE Chat September 2026 product update.

1. AI Voice Agent : Extend next-level customer engagement beyond text

This release introduces New AI Voice Agent and voice communication capabilities within REVE Chat. Businesses can now add voice to their customer engagement experience through:

AI-powered Voice Agent interactions, incoming call support, outgoing call support, and automated voice interactions.

Voice is not positioned as a separate experience from the rest of customer engagement. It extends the ways a business can communicate while remaining part of the broader REVE Chat ecosystem. Teams can combine automated voice conversations and human-assisted communication with their existing digital channels, depending on what is most useful for the customer.

2. Bring Magento product discovery into the conversation

REVE Chat now integrates with Magento, connecting store information with Wize AI Agent and the wider customer engagement workflow. Once connected, Wize AI Agent can use Magento store data to provide relevant product information and assist customers during product discovery and purchase-related interactions. 

The integration also supports human-assisted commerce. Live chat agents can share Magento products and checkout links directly in a customer conversation. Instead of asking a customer to search for an item again or navigate back through the store, an agent can help guide the next step from the same interaction. 

Magento and WhatsApp Catalog, kept in sync

For businesses that sell through WhatsApp, the update also connects supported Magento product data with WhatsApp Catalogs. Teams can synchronize products, share Magento products with WhatsApp customers, and reduce duplicate product-management work across the two systems. 

WhatsApp Catalog Auto-Sync adds another layer of operational control. Businesses can configure how often synchronization runs, check its status, and continue scheduled synchronization after recoverable failures. The result is a more dependable way to keep commerce information available where customer conversations happen.

3. Move from assistance toward payment with AI Agent payment requests

Product or service assistance does not always end when the right answer is found. In many cases, the next customer action is payment—and a disconnected payment process can interrupt the journey.

AI Agents can now support payment-request workflows. Businesses can connect supported merchant or payment accounts and allow customers to complete payment through the supported payment flow during the interaction. The currently introduced gateways are:

• SSLCOMMERZ
• bKash

This creates a more connected path from conversation to assistance to payment, without requiring businesses to manage that transition entirely outside REVE Chat. Additional payment gateway integrations are planned.

4. Give agents a more efficient workspace

As conversation volume grows, the small operational details matter: finding the right chat, redistributing work when availability changes, and responding consistently without repetitive effort. September introduces several improvements across the agent workspace.

Filter large queues with more precision

Inbox filtering has been expanded across Your Inbox, Unassigned, Bot’s Chat, and AI Agent’s Chat. Teams can now filter using channel, sub-channel, sentiment, customer label, reply status, and business hours.

Relevant filters support multi-selection, so an agent or supervisor can narrow a large queue without repeatedly changing values. Sub-channel filtering has also been broadened for businesses managing multiple pages, accounts, or channel sources. Filter selections remain persistent while switching between relevant tabs, helping teams keep their working view intact.

Manage snoozed conversations in bulk

Agents can now bulk close or bulk transfer conversations in the Snoozed section. When transferring, they can select multiple destination agents and distribute selected conversations through round-robin assignment among eligible agents.

This reduces repetitive queue management work while continuing to follow existing agent-availability rules.

Keep routing moving when agent availability changes

Break and availability management has been expanded to help teams respond more consistently when agents move to Break, Away, or Offline states. New conversations can continue through the normal routing process and reach available agents when someone goes on break.

Businesses can also configure behavior for existing conversations when an agent’s status changes, including transferring conversations from Active and Snoozed queues to selected available agents. Related controls, including Chat Auto Accept and ongoing-chat availability behavior, are being consolidated within Routing Policy for more consistent administration. Agents also receive clearer break-time indicators and notifications.

Choose how waiting chats are prioritized

Administrators can now set the account-level order for live auto-assignment queues:

• Oldest First keeps the standard arrival-order approach.
• Newest First prioritizes more recently received conversations when that better matches an operation’s needs.

This gives teams more control over how waiting conversations are handled rather than relying on one fixed queue model.

Make frequently used replies easier to use

Agents can create and maintain their own responses through the new My Canned Response area. Canned-message access in the workspace has also been improved, making saved content easier to use while composing replies.

For teams that rely on repeatable answers but still need room for personal judgment, this can make day-to-day responses faster without turning every interaction into a generic script.

Review chat history with less friction

The refreshed Chat History experience provides more usable space for reviewing long conversations, auditing past cases, investigating historical interactions, and checking sessions with multiple messages or attachments. The layout reduces unnecessary scrolling so teams can inspect past context more comfortably.

5. Preserve context across channels and conversation stages

Customers do not think in terms of platform boundaries. The following updates help teams retain context as conversations move through channels, automation, and human assistance.

One Session ID across chatbot, AI Agent, and live agent interactions

REVE Chat is standardizing conversation tracking with a consistent Session ID across Chatbot, Wize AI Agent, and Live Agent interactions. As a customer journey moves between these engagement modes, the same session can retain its identifier.

That makes it easier to locate and audit the complete interaction across applicable reports, reducing fragmentation in a journey that may involve both automation and human support.

See the Meta advertising source behind supported conversations

Businesses running Meta messaging campaigns can now see available ad attribution information associated with supported conversations generated through:

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

Available details can include the Meta ad identifier and relevant ad creative or context supplied through Meta. This gives agents added context during a conversation and helps businesses connect advertising activity with the messages it generates.

Reply to the exact message on Facebook Messenger and Instagram

Native quoted-message replies are now available for Facebook Messenger and Instagram Direct through the REVE Chat Web Inbox, Android Agent App, and iOS Agent App. Agents can select and preview a specific message before replying, while supported inbound quoted replies can retain their related context.

This is especially useful when several questions or topics appear in the same thread: the response can clearly show which customer message it addresses.

Identify the right WhatsApp business number

Teams with multiple connected WhatsApp numbers can now see the relevant business number alongside the conversation context. This helps agents distinguish chats across different numbers, teams, brands, or business operations.

6. Strengthen service monitoring and customer-service reporting

The September update also improves the operational view behind customer conversations.

Measure Initial Response Time with SLA tracking

REVE Chat now supports Initial Response Time (IRT) within SLA configuration and reporting. IRT measures the time between when a conversation is assigned to an agent and when that agent sends the first response:

IRT = Agent First Response Time − Agent Assignment Time

In practical terms, it helps teams understand how quickly customers receive an initial human response after ownership is assigned. Businesses can configure SLA thresholds and track IRT breaches to monitor whether their response commitments are being met.

Analyze unique visitors more consistently

The Bot Chat Report now includes an Is Unique Visitor? filter with Yes and No options. This helps teams distinguish records at the visitor level and brings Bot Chat reporting closer to the visitor-analysis capabilities already available across other chat reports.

The connected journey behind the updates

The value of September’s release is not limited to any individual feature. Together, the releases support a more connected journey:

Meta Ad → Conversation → AI or Voice Agent → Magento product discovery → Live Agent assistance → Checkout → Payment → Reporting

Not every customer will follow that exact path. But by connecting acquisition context, conversational support, commerce data, payments, routing, and reporting, REVE Chat gives businesses more ways to support the journey without losing the thread between each stage.

What’s next: improvements in progress

The following items are in progress and are not presented as released September features:

Restrict agent login from mobile devices

An upcoming control intended to help businesses manage whether agents can log in through mobile devices.

Contact follow-up reminders for customer conversations

A planned improvement aimed at helping teams remember and manage necessary customer follow-ups.

Improved message sorting in Your Inbox

An in-progress enhancement for organizing or reviewing messages within the Your Inbox folder.

Replied and unreplied chat filter in Chat History

A planned filter to make it easier to distinguish historical chats based on whether they received a reply.

September 2026 at a glance

September strengthened REVE Chat across conversational commerce, AI and voice engagement, agent productivity, omnichannel context, and operational reporting. Magento integration, WhatsApp Catalog synchronization, Voice Agent capabilities, and AI Agent payment requests bring more of the customer journey into the platform. Meanwhile, workspace, routing, attribution, session-tracking, and reporting improvements help teams operate that journey with greater clarity.

Explore the latest capabilities in your REVE Chat account, or request a demo to see how the platform can support your customer engagement workflow.