Change History

New feature

New: WAzion Bridge, your WhatsApp API by QR

We launched WAzion Bridge, a new product that allows you to connect one or more WhatsApp lines by scanning a QR code (without Meta’s official API or cost per message from Meta) and use them from your own software via REST API, MCP server, and webhooks. The registration is self-service: you sign up, choose a plan, pay, scan the QR code from the panel, and get your API key and endpoints ready to send, receive, and automate messages. Available from €9.90/month (Starter plan, 1 line), with Pro plans (€29/month, 3 lines) and Agency plans (€89/month, 10 lines). More information at wazion.com/bridge.

New feature

Search for customers by shipment tracking number

The customer search now accepts the tracking number of the shipment. If a customer writes to you with their package’s tracking code, you can paste it into the search bar and WAzion locates the associated order and its customer, without needing to know the order number. It requires having your online store connected.

Improvement

Tickets IA learns from how your team resolves tickets.

When your team resolves a ticket and sends the response to the customer, WAzion extracts the reusable knowledge from that resolution and adds it to your AI’s knowledge base. This way, the next time a customer raises a similar question, the AI can respond on its own without having to escalate it again to a person. It only activates if you have auto-learning and AI Tickets turned on.

Improvement

AI tickets: if a customer asks to speak with a person, a ticket is always created.

When a customer explicitly requests to speak with an agent or a person, the AI now always opens a ticket and escalates it to your team, even if it has already responded to the message. Previously, in some cases, that request could go unconverted into a ticket. It works on WhatsApp Auto, the web chat, the voice assistant, and the extension.

Correction

The “Sidebar“ button reliably opens the panel.

By clicking “Sidebar“ in the extension’s application menu within WhatsApp Web, the panel now opens instantly. Previously, in some cases, the “Open panel“ screen would get stuck and the panel would not open. If for some reason it does not open by itself, a notification now appears indicating to click the WAzion icon in the Chrome bar.

Correction

The help box for drafting responses understands your notes better and does not invent data.

When you write a handwritten note in the help box of the extension to guide the AI’s response, it now distinguishes between the three uses of that box: the text you want to send to the customer, an instruction on what to do (“send the follow-up,“ “offer the discount“) or a question you want to ask the customer (“ask if they will also leave a review“). Additionally, it no longer states as facts data it does not know: if you ask it to inquire about something, it formulates the question to the customer instead of assuming an answer. Previously, a handwritten note could end up generating incorrect statements.

Correction

The AI checks the actual stock before responding about availability.

When a customer asks if a product is available, in stock, out of stock, or when it will be available again, the AI now checks the current inventory of your connected platform instead of relying on old messages from the conversation. This prevents it from saying that something is out of stock when there are already items available (or vice versa). In Shopify, it also respects products that can be sold even if their inventory shows zero or negative.

Correction

The automatic ticket follow-ups respect the agent’s resolution.

When generating the follow-up message for the customer based on an agent’s resolution, the AI now faithfully maintains the key data: it does not change a “already sent“ to “we will send it to you,“ it does not alter the status of the shipment or return, nor does it change deadlines, dates, or amounts. If it detects a contradiction that it cannot resolve (for example, promising a replacement for a discontinued product), it leaves the message for an agent’s review instead of sending incorrect information.

Correction

Tickets: the WhatsApp chat syncs as the ticket progresses

When you resolve, reopen, reassign, or send a draft and the Tickets app automatically moves to the next ticket, now the WhatsApp chat you have behind changes to only show the conversation for that ticket. Before, you could stay looking at the chat of the previous ticket and you had to open it manually.

Correction

The Tickets app is restored by tapping a ticket from the side panel.

If you had the Tickets app minimized and clicked on a ticket in the side panel, it used to seem like nothing happened (it remained minimized). Now the app automatically reopens showing the ticket you clicked on.

Improvement

With Tickets IA active, tasks and tickets on the same case are no longer duplicated.

When you have the AI Tickets activated, the conversation AI stops creating tasks for the work that needs to be reviewed by a person: it only escalates it as a ticket. Before, it could generate both a task and a ticket for the same issue at the same time, which duplicated the work. Continuing to consult, modify, or mark as completed the tasks you already had works the same as always.

Improvement

Tickets: “View chat“ no longer closes the app and when clicking a ticket, the chat opens below.

When you click “View chat“ from a ticket, the Tickets app minimizes instead of closing, allowing you to return to it from the bottom bar without losing what you were viewing. Additionally, when you click a ticket from the list, the WhatsApp conversation opens automatically below, keeping the Tickets app on top.

Improvement

Tickets: AI summary available from the first message and notes with better formatting

The AI summary button now appears from the first message of the ticket (previously it was necessary to accumulate several messages). The summary is shorter and more direct, with key data highlighted in bold and the recommended next step. The internal notes generated by the AI when opening a ticket are now also displayed organized in sections with bold text, making them easier to read at a glance.

Correction

Translations and transcriptions return with each message.

WhatsApp Web changed its internal structure and automatic translations below messages and the “AI“ label next to audios and images (the one that shows the transcription or description when hovering the mouse) are no longer visible. It is now fixed: translations are appearing again on their own and the “AI“ label returns with the latest update of the extension.

New feature

AI Tickets: AI escalates difficult cases to your team without missing any.

New AI Ticket tray so that no case goes unattended. When the AI cannot resolve something on its own (in WhatsApp Auto, the web chat, the voice assistant, or from the extension), it automatically creates a ticket and escalates it to an agent, with a summary of the case, its priority, and the customer’s context. Your team manages the tickets from a tray with queues for Open, Mine, Unassigned, Urgent, Overdue, and Resolved: you can assign them, change priority and category, and resolve or reopen them. Each ticket separates the internal conversation of the team and the AI (private notes that the customer never sees) from the response drafts intended for the customer, so you can prepare the reply calmly before sending it. Available both in the dashboard (AI Tickets section) and in the sidebar of the Chrome extension, so you can work on tickets without leaving WhatsApp Web.

Improvement

Copy text from any window of the extension

Now you can select and copy text in all WAzion windows within WhatsApp Web: conversation history, email inbox, summaries, tasks, and more.

New feature

AI Voice Assistant: answers calls from a “Call“ button on your website

You can now activate an AI voice assistant in your store. Your customers press a “Call“ button on the website and talk to an AI that knows your orders, your knowledge base, and your products (it shares the same brain as the web chat and WhatsApp Auto). It understands and responds in 6 languages (Spanish, English, German, French, Italian, and Portuguese), detects the customer by their phone, greets them by name, checks the real status of shipments, and when something cannot be resolved by voice, it automatically redirects the conversation to WhatsApp. Activation is done in a few minutes from Automation → Voice Assistant: you just paste your Vapi key (which is stored encrypted) and WAzion configures and maintains everything for you, without touching external panels. It includes a “Calls“ tab where you can review each conversation with its complete transcription.

New feature

Voice: choose voices, transcriber and test the call from the dashboard

The voice assistant includes a guided quality editor: you can listen and choose from real voices, select the AI model and the transcriber, and add keywords from your business (brand names or difficult products) to make the transcription more accurate. Additionally, you can make a test call directly from the dashboard to check how it sounds before publishing it on your website.