Mongoose Updates: The Latest News and Features
Stay up to date on all Mongoose feature releases, updates, integrations, and continuous innovations.
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Timezone Clarity
April 2025
No more guessing what time your messages will send. With new timezone clarity across the Message Scheduler, Scheduled Message page, and Sent Details page, users now get clear indicators when their local time differs from their organization’s. Whether you’re in the same timezone or not, you’ll always see exactly when a message is scheduled to go out — helping teams align, reduce confusion, and improve message timing.
- Users in a different timezone than their Org will now see explicit timezone labels.
- Users in the Org’s timezone will also see their time zone listed for confirmation.
- These updates ensure everyone knows when a message will send — regardless of location.
New & Existing User Management
April 2025
Managing WhatsApp access just got easier. You can now grant WhatsApp access when adding a new user or editing an existing one — no more hopping into a separate settings area. This brings WhatsApp closer to full SMS parity and simplifies team management across channels.
- WhatsApp is now included in the Invite user modal.
- Text and WhatsApp messaging access are linked — Admins manage both in one place.
- Assign users to specific WhatsApp Inboxes directly during setup.
Inbox Parity
April 2025
We’ve made WhatsApp Inboxes act more like your Text Inboxes. With new tools like search, filters, bulk actions, and assignment-based sorting, your team can now work faster, stay organized, and better manage WhatsApp conversations at scale.
- Search by Name, ID, or Mobile
- Filter by Read/Unread or Assignment status
- Use Bulk Actions including “Marketing Opt-Out”
- Sort messages by new or old
Conversation Intelligence Dashboard
March 2025
Understand the why behind your conversations with the all-new Mongoose Conversation Intelligence Dashboard — a powerful new way to analyze sentiment, resolution outcomes, engagement trends, and more. Get visibility into the sentiment and emotion of your outreach, see how many conversations are being resolved, track how often contacts engage, and discover the topics that matter most. Insights are available at the organization, team, and individual level, so every user can understand their impact — and use these insights to guide smarter outreach and improve results.
Increased Reply Windows
March 2025
You asked — we delivered. Smart Messages now support extended reply windows of 24, 48, and 72 hours, giving contacts more time to respond and ensuring better follow-up without manual intervention. When composing a Smart Message, users can now select the desired reply window to fit their strategy. This enhancement improves campaign reach, increases data accuracy, and allows you to get important info into more hands, more efficiently.
Outbound & Template Messaging Enhancements
March 2025
We’ve expanded WhatsApp messaging to give you more control, flexibility, and visibility — all while staying compliant with Meta’s requirements. WhatsApp is now available in the Compose modal, making it easier to originate outbound messages. Users can create and submit new templates directly in-app, use the updated template picker with search functionality, and send templated messages even after the 24-hour reply window closes. You can also archive and unarchive WhatsApp conversations, with full visibility through an archive log — just like SMS. These updates ensure you can continue engaging contacts beyond the standard window, while keeping your inbox organized and easy to manage.
Send Later
February 2025
Replying at the right time just got easier! We’ve introduced Scheduled Replies, allowing users to schedule a response directly from the reply window. Instead of navigating to the scheduled messages page, users can now reply and choose: later at 3 PM (example), tomorrow at (AM/PM), or a custom time.
For users in different time zones, the system automatically adjusts the displayed time difference, ensuring clarity across teams for when recipients will receive messages. This feature enhances workflow efficiency, allowing users to engage with their audience at the most appropriate time.
Archived/ Unarchived Log
February 2025
To improve inbox management, we’ve added an Archived/Unarchived Log within the conversation view. This log provides transparency by displaying: the date and time a conversation was moved, the name of the user who moved it, and a history of all archive/unarchive actions.
This update applies to both Shared Inboxes and WhatsApp Inboxes. By providing clear tracking of conversation status changes, teams can maintain better organization, reduce confusion, and minimize unnecessary support cases.
“Talk to a Human” Button
January 2025
To enhance the live chat experience, we’ve introduced a “Talk to a Human” shortcut button, allowing site visitors to connect with a real person when needed. When clicked, the button redirects the visitor to an info capture flow, ensuring a smooth transition to a live staff member. This feature mirrors the familiar “press 0 for help” experience, catering to users who know their inquiry requires human assistance. While some institutions prefer to engage with all site visitors in live chat, others prefer an AI first approach—this update provides the flexibility to accommodate both.
Personal Inbox Sent Message Details
January 2025
Smart Message reporting has been enhanced to provide greater visibility within personal inboxes. Previously, results were primarily visible in shared inboxes, but now users can see Smart Message performance directly within their personal inbox. When a Smart Message is sent from multiple personal inboxes using the “Assigned User” function, users will see both their individual results and an aggregated view of all results. This improvement ensures that important messages reach more contacts faster, while also providing a more comprehensive and accurate view of engagement data.
Email Notifications
January 2025
To help users stay responsive within WhatsApp’s 24-hour reply window, we’ve introduced email notifications for incoming WhatsApp messages. Users will receive email alerts whenever a new message arrives, ensuring timely responses. Additionally, browser tabs will now reflect unread WhatsApp messages, similar to SMS notifications. By default, this setting is enabled for all new inboxes, and it has been backfilled for existing ones. With these updates, institutions can maintain fast, effective communication on WhatsApp without missing critical messages.
AI-Generated Messages
December 2024
The new AI-Generated Messages feature in the Compose section allows users to generate one-off messages using AI, just like AI-Generated Templates. Simply add a prompt, generate a message, insert it into the compose field, edit as needed, and send. This update is the next step in integrating AI-powered content generation into Mongoose, making it even easier than ever to craft personalized and efficient messages.
Sort Order & Visibility
December 2024
Managing message tags is now more intuitive with improved visibility and organization. Users can now see existing tags before creating new ones, reducing duplicate or similarly named tags. To keep lists manageable, tags are now sorted alphabetically, ensuring a consistent and predictable order. Additionally, users can prioritize important tags by using “#” at the beginning of a tag name, bringing them to the top of the list. These improvements help teams keep their tagging system structured, making it easier to find and apply the right tags in conversations.
AI-Generated Auto-Reply
November 2024
The new AI-generated auto-reply feature helps you create personalized auto-replies quickly and efficiently by using in-product prompts. Simply write a prompt, and the AI will generate a professional and tailored message that fits your needs. Once generated, you can easily edit the message to fine-tune the tone and details, ensuring it aligns perfectly with your communication style. This gives you greater control over responses while reducing the time spent crafting individual replies. Automating the process allows you to focus on more critical tasks without sacrificing message quality.
AI-Generated OOO
November 2024
The AI-generated OOO feature makes crafting out-of-office messages simple and intuitive. Provide a prompt, and the AI will generate a thoughtful and personalized response for you to implement. You can edit the generated message to reflect your exact availability, tone, or additional information, ensuring it feels professional and authentic. This added flexibility helps you communicate effectively, even when unavailable, while keeping your audience informed. With AI handling the heavy lifting, you can set expectations effortlessly and maintain trust with your contacts.
