Mongoose Updates: The Latest News and Features

Auto-Archive Opt-Out Messages

May 2025

Managing opt-outs just got a whole lot easier. With the new Auto-Archive setting, Shared Inboxes can now automatically archive incoming opt-out text messages—like STOP, CANCEL, END, QUIT, UNSUBSCRIBE, or STOPALL—so your team can stay focused on conversations that matter.

• New Setting: Available in Shared Inbox settings
  
• Defaulted OFF for existing Inboxes; Admins can toggle it ON
  
• New Inboxes: Auto-Archive is ON by default

No more manual archiving. Just set it and forget it.

Add WhatsApp Contacts Manually

May 2025

You can now add WhatsApp contacts manually—no more waiting for an inbound message to create a contact.

• Add a new WhatsApp contact directly from “Compose”
  
• Works in any Text Inbox with WhatsApp access
  
• Select communication channels (Text, WhatsApp) at the time of adding
  

This makes it easier than ever to connect with new students, parents, or donors across channels.

New Contact Detail Pages + Verified Status

May 2025

See the full picture for every contact in one place.

• New Contact Detail Pages show Text and WhatsApp channels opt-out status and verified status
  
• Text Verified: Number is valid and mobile
  
• WhatsApp Verified: Message successfully delivered
  
• WhatsApp Unverified: Imported or added but not yet delivered
  
• WhatsApp Failed: Message could not be delivered
  

Clear status indicators help teams manage communication expectations and improve engagement.

WhatsApp “Read” Status

May 2025

Get more visibility into contact engagement on WhatsApp.

• See Read status on messages (You can see it, contacts cannot)
  
• Filter or sort by Read status coming soon in Sent Details

Chat: Salesforce and Slate Integration UI

May 2025

We’ve made it easier to manage Salesforce and Slate Chat integrations without help from Support or Dev teams.

• Add integrations via your settings
  
• No changes to actual imports
  
• UI access is for Admins only

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.