What's new

Your contacts can now hold whatever matters to your business, your flows fill it in for you, and replies you send from the Instagram and Facebook apps finally show up here.

Custom Fields

Tags tell you whether something is true about a contact. Custom Fields tell you what: budget, renewal date, party size, referral source. Up to 15 fields, as text, number, date, or yes/no.

They show up in Contacts, on the conversation panel while you're reading a thread, and as columns in your CSV export. Every plan, Free included, just like tags.

Your flows fill them in

Collect Input has a new option: also save this answer to a contact field. Ask someone their budget once and it's on their record for good. A new Set Custom Field action stamps a value silently, without asking anything, which is handy for recording intent from a comment flow.

The AI flow builder knows your fields, so describe what you want and it wires the saving up for you.

Replies from the Instagram or Facebook app now show up here

If you answered a customer from the Instagram app, Messenger, your Page inbox, or Business Suite, ChatGenius never saw it, and your AI could reply on top of a conversation you were already handling.

Those replies now land in your inbox labelled "Sent from app", and automation stands down on that thread for five minutes so you can finish. Nothing to switch on, and these are never billed as conversations.

Faster replies, and clocks that agree

Your AI moved to a faster model on the main conversation path. Greetings now come back in about a second instead of two and a half, and language detection is more accurate.

We also fixed a clock mismatch that was shrinking Meta's 24 hour reply window to roughly 20, so flows gave up on customers four hours early. Inbox times now show in your timezone, and your AI reads each appointment in that appointment's own timezone.

Webhook & API: the rebuilt dashboard is live

Your existing setup carried over untouched. You now get up to three endpoints, each with its own signing secret, event selection, pause switch, and delivery logs, plus named API keys you can rotate or revoke one at a time.

The docs went from five pages to ten, with a full REST reference, every payload for all 15 events, and a Markdown version of each page. Custom Fields are readable and writable through the API, with a new contact.field_changed event.

Fixes and polish

• Copilot Mode can no longer be bypassed. Booking replies and queued follow-ups were still going out unapproved. Every path checks now.
• You'll see it when a plan is ending. Schedule a cancellation and your dashboard shows the date it runs until, with a one-click way to keep it.
• US numbers without a country code. On SMS, a plain 10 digit number was read as international and quietly never arrived. Now resolves to +1.

Want to see everything we ship? Our What's New page keeps a running list. Questions or feedback? Just reply to this email, or book a call.

This week your AI learned 14 new languages, flows learned to run exactly where you want them, and a big upgrade is on the way for everyone on the Webhook & API add-on.

Your AI now speaks 28 languages

We doubled language support from 14 to 28 languages. Your AI detects the language a customer writes in and answers in it automatically, including right-to-left languages like Arabic and Hebrew, and newly added Greek, Thai, and Ukrainian. Nothing to configure.

If you've written a rule like "always reply in Spanish" in your AI Instructions, that rule wins: detection never overrides what you've told your AI. And if you sell in euros, pounds, or anything other than dollars, you can now set a currency on each service, and your AI quotes prices with the right symbol and formatting.

Flows: choose exactly which channels each flow runs on

A flow can now target any combination of Facebook, Instagram, and WhatsApp instead of one channel or all of them. Want a promo that only runs in Instagram DMs while your WhatsApp stays strictly support? Tick the boxes you want and you're done.

The builder also got smarter about impossible setups: if a trigger can't reach a channel, that channel is greyed out with the reason right there, and each flow card shows badges for where it runs. You can't accidentally build an automation that never fires.

For Webhook & API subscribers: new events now, a new home soon

If you're on the Webhook & API add-on, there's a lot that's live right now: new webhook events for appointments booked, cancelled, or rescheduled, leads captured (email and phone as separate events), conversations escalated to a human, and failed sends. Event payloads now include the contact's tags, stage, and assigned team member, Telegram works through the API end to end, and a full REST API lets you read and update contacts, conversations, tags, and appointments from your own systems.

And coming next: a completely rebuilt Webhook & API page. Multiple webhook endpoints, each with its own signing secret and event selection, multiple named API keys you can rotate or revoke instantly, and delivery logs and health tracking per endpoint. It's built and in final testing now, and fully refreshed developer docs land with it. Nothing changes for your current setup, and we'll let you know the moment it's live. Until then, if you want to wire up any of the new events or API, just reply and we'll get you set up.

Fixes and polish

• Customers see the typing dots. While your AI prepares a reply on Facebook and Instagram, the customer now sees the typing indicator, so it feels like a real conversation instead of a silent pause.
• SMS and Telegram freed from Meta's clock. Meta's 7-day messaging window only applies to Meta channels, but SMS and Telegram conversations were showing "window expired" warnings and blocking claims. Those channels now work without the false alarms.
• Telegram, smoothed out. Sending from your dashboard now works on Telegram conversations, and messages a customer sends after a team member claims the chat land in your inbox instantly instead of getting lost.
• Opt-outs respected on every channel. A customer typing STOP now works on Telegram too, and anyone who opts out on any channel is reliably excluded from follow-ups everywhere.
• No more page reloads in your inbox. Switching conversation filters now updates the list in place, keeping your scroll position and making the whole inbox feel faster.

Want to see everything we ship? Our What's New page keeps a running list. Questions or feedback? Just reply to this email, or book a call.

This week building an automation is as simple as filling out a form, every customer gets a permanent home in the new Contacts section, and you can choose to keep answering after you hit your monthly limit.

Build an automation in plain English

Creating a flow now starts with a choice: Simple reply, a template, a blank canvas, or generate with AI. Pick Simple reply and you get a plain form: type the keyword or event that triggers it, write your reply, add media and up to three buttons, and watch a live phone preview update as you type. No canvas, no connecting boxes.

Behind the scenes it is a real flow, so if it ever outgrows the form, one click on Advanced mode opens it in the full builder with nothing lost. And with this, Quick Replies and Flows are now one system: anything a quick reply could do, a simple flow does, all in one place. If you had quick replies, we already converted them into flows for you. Nothing for you to do.

Meet Contacts: every customer, one place

The new Contacts section gives every person who messages you a permanent record: name, email, phone, tags, lead score, and a hot/warm/cold temperature, kept independently of the conversation itself. Clear out old conversations and the customer record stays. Search and filter your whole list, export it to CSV, and edit any detail by hand knowing incoming platform data will never overwrite your corrections.

Optional: keep answering after you hit your monthly limit

Until now, hitting your plan's monthly conversation limit meant your AI simply stopped replying until the next cycle. If you would rather keep the conversations going, you can now switch on Conversation overage and pay $0.03 per extra conversation instead of going quiet. It covers Instagram, Facebook, WhatsApp, and Telegram.

It is off unless you turn it on, and only the account owner can. Leave it alone and nothing changes: your limit works exactly as it does today, and you will never be charged a cent past your plan. If you do switch it on, your plan screen shows what you have used and what you have accrued as it happens, and anything extra lands on your next invoice. Available on paid plans.

Your Instagram connection now renews itself

Meta issues Instagram connections that expire every 60 days. ChatGenius now renews yours automatically about two weeks before that deadline, quietly, in the background. Your account stays connected without you ever having to log back in or reconnect. Nothing to turn on.

Fixes and polish

• One home for your automations. Comment Triggers and Flows now live together under a single Automations group in the sidebar, so everything that replies for you is in one place.
• Rename a flow on the spot. Click a flow's name in the list to rename it right there, no need to open the builder. And the "Updated" time on each flow now shows in your timezone.
• Facebook comment buttons stay put. Buttons on Facebook comment-to-DM messages used to disappear the moment someone typed instead of tapping. They now stay pinned to the message, so your customer can always come back and tap one.
• Phone numbers from anywhere in the world. Lead capture now recognizes international phone formats, so a customer's number lands in your Contacts correctly with the right country code, wherever they are.
• Buttons show in your inbox too. Buttons your automations send now appear in your inbox exactly as your customer saw them, so you always know what they were offered.
• You'll always know when automation is off. If you have AI or automation switched off, those pages now clearly say so, instead of letting you build something that is not set to run yet.

Want to see everything we ship? Our What's New page keeps a running list. Questions or feedback? Just reply to this email, or book a call.

This week you can connect the WhatsApp number you already use on your phone, greet ad traffic the second it lands, and your AI now understands voice notes on Messenger and Instagram.

Connect the WhatsApp number you already use

Until now, connecting WhatsApp meant using a number that was not already on the WhatsApp Business app. That ruled out most businesses, because the number you actually talk to customers on is the one already in your pocket.

Now you can connect that number. Keep using the WhatsApp Business app on your phone exactly as you do today, and ChatGenius works the same conversations alongside you. Look for Connect your existing WhatsApp number in Settings. Available on Professional and above.

New trigger: Ad click

If you run ads that open a chat, you can now fire a flow or a quick reply the moment someone arrives from your ad. No keywords, no guessing what a new lead might type first. It works even if all they say is "hi." Facebook, Instagram, and WhatsApp ads are all covered.

Running more than one ad? You can scope a flow to a specific ad, so each campaign sends its traffic into its own funnel. Leave it blank and the flow greets everyone who arrives from any ad.

Your AI now understands voice notes

When a customer sends a voice note on Messenger or Instagram, your AI listens to it, understands it, and answers like it would to any other message. Voice notes also feed your funnels and automations, so a spoken question can start a flow just like a typed one.

Funnels that hold up in the real world

Real customers do not follow the happy path. They tap a button a day later, they tap it twice, or they type the answer instead of tapping. Your funnels now handle all three.

• Late taps still work. Someone who comes back a day later and taps a button picks up right where they left off.
• Double taps stay clean. An impatient customer tapping twice no longer gets duplicate messages or a jumbled thread.
• Typed answers count. If someone types "Online" instead of tapping the Online button, your funnel keeps going instead of stalling.

Comment triggers re-engage on every new post

If you run a comment trigger across all your posts, a repeat commenter now gets your DM again on each new post they comment on, while still being capped at one DM per person per post. Your best commenters are the ones who come back, and now every post you publish is a fresh chance to reach them.

Fixes and polish

• Exact match keywords. Keyword triggers now have an exact option, so a keyword like "free" fires only when someone sends exactly that, not inside "when are you free."
• Photos and videos appear instantly in your inbox. Media a customer sends now shows up live in an open conversation, with no refresh.
• Smarter handoffs to your team. Escalation is more precise, so a shared reel or an everyday turn of phrase like "horrible weather" no longer pulls a human in for no reason.
• You stay signed in. The portal keeps your session alive while you work, so a longer form does not lose what you typed.
• Cleaner calendar. Long event titles from a synced calendar now fit the month view instead of stretching it.
• Easier document import. Importing a knowledge document now opens in a proper window, wherever you click it from.

Updated Terms and Privacy Policy

We refreshed our Terms of Service and Privacy Policy. They now spell out exactly when we can and cannot access conversation content, list every vendor we use, and set a 72 hour breach notification commitment. You will see a short prompt to accept them next time you sign in.

Want to see everything we ship? Our What's New page keeps a running list. Questions or feedback? Just reply to this email, or book a call.

This week your AI gets a built-in safety layer that keeps every answer true to your setup, a new way to hand your lead magnet straight to customers in the DM, plus more room to build ahead.

Every reply is checked against your setup before it sends

Your AI now has a built-in safety layer. Before any reply goes out, it checks the answer against your own setup, your instructions, knowledge base, and services, so what your customers hear always matches what you actually offer. It runs on every plan, automatically, with nothing to turn on.

Deliver your lead magnet right in the DM

You can now attach a PDF to a quick reply, a flow, or a comment trigger, and your customer gets the actual file in the chat instead of just a link. It is the easy way to hand over a guide, menu, price sheet, or freebie the moment someone asks. Works on Instagram, Messenger, and WhatsApp, up to 25MB.

Plan ahead without hitting your limits

Your plan's limits on flows, comment triggers, and quick replies now count only what is live. Draft and stage as many as you want, and your limit only applies when you switch one on. Build ahead, keep them paused, and go live when you are ready.

A sharper, more natural AI

We upgraded the model behind your replies. It follows your instructions more closely, keeps to your funnel, and sounds more natural in conversation.

Fixes and polish

• Facebook Pages in Business settings now connect. If your Page lives in a Meta Business Portfolio, the Connect with Facebook step now finds and connects it like any other.
• Stickers and reactions no longer interrupt a flow. A sticker, reaction, or collab invite in the middle of a flow no longer sends a stray "tap one of the options" message.
• Export a flow, keep its comment trigger. Exporting a flow now brings its comment trigger with it and rebuilds it in the account you import into, so a comment funnel moves in one step.
• Your AI on/off setting always sticks. Your on/off toggle is now the final word, no matter what else you change in your settings.

Want to see everything we ship? Our What's New page keeps a running list. Questions or feedback? Just reply to this email, or book a call.

This week your dashboard learned three new languages, your AI got smarter about the calendars and corrections you feed it, and your premium analytics are reading clean again.

Your dashboard now speaks your language

The entire ChatGenius portal is now available in Portuguese, Spanish, and French, alongside English. Pick your language in Settings and every screen translates instantly, and a first-time login already greets you in your browser's language. Your customers' names and messages are never touched, only the interface translates, so your conversation data stays exactly as it came in.

Two-way GoHighLevel calendar sync

If you book through GoHighLevel, your AI can now see what is already on that calendar, not just write to it. Appointments booked directly in GHL now count as busy time, so the AI stops double-booking over them, the same way Google Calendar already works. One note: if you connected GHL a while ago, reconnect once so it can read your calendar.

Teaching your AI now fixes the right line

When you resolve an AI Gap and feed the answer back into your instructions, ChatGenius no longer just tacks it on at the end. It now finds the line that actually needs updating and rewrites just that one, so a new answer like "the trial is 14 days" replaces the old "7-day trial" instead of leaving both to contradict each other. You see a clear before-and-after preview, can edit it, and nothing is saved until you approve it. Pure facts can be filed straight into your Knowledge Base instead. Your AI gets cleaner and more consistent every time you teach it.

Deep Insights analytics, rebuilt and accurate

Instagram quietly renamed and retired several of the data points behind Market Intel's Deep Insights over the past year. We rebuilt that whole section against Instagram's current data, so your views, reach, post performance, engagement rate, and audience demographics (age, gender, top cities) all report correctly again. Post covers show their real image too. This is a Premium feature, and it is now reading clean on live accounts.

Fixes and polish

• No more silent replies. We fixed a case where the AI could occasionally come back empty and not respond at all. Those messages now go through reliably.
• Tighter calendar protection. We closed two edge cases where a very full Google or GoHighLevel calendar could still let a slot slip through and double-book. Busy times now block correctly even on packed calendars.
• Walk-in questions answered properly. If you have booking turned off, the AI now handles "can I just drop in?" style questions cleanly instead of pointing at a booking flow that is not there.
• A heads-up before you run out. On paid plans, you will now get an email when you hit your monthly conversation limit, so a busy month never goes quiet without warning.

Want to see everything we ship? Our new What's New page keeps a running list. Questions or feedback? Just reply to this email, or book a call.

Quick one, good news. We just raised the monthly conversation limits on every paid ChatGenius plan. Same prices, a lot more room.

New conversation limits

• Creator ($29/mo): 500 → 1,500 conversations/month
• Professional ($99/mo): 2,500 → 8,000 conversations/month
• Business ($297/mo): 10,000 → 25,000 conversations/month

Nothing for you to do. The new limit is already active on your account and your price stays exactly the same.

Why the bump? Plans were overdue for it, and our setup can handle far more than the old caps allowed. We would rather you have room to grow than hit a ceiling on a good month.

On the Free plan? You still get 50 conversations a month to test everything end to end. If you have been bumping against that, Creator now gives you 1,500 for $29.

Thanks for building with us. Reply anytime, I read these.

Jared
Co-founder, SumGeniusAI

This week your AI can show, not just tell. It can send a photo of what a customer is asking about, you get finer control over what each teammate sees, and a handful of fixes make conversations come through cleaner.

Your AI can send a photo, not just describe it

You can now attach an image to any service in your Knowledge Base, a product shot, a menu, a before-and-after, a room. When a customer asks about that service, the AI sends the photo right in the conversation alongside its answer, so people see what they are buying instead of just reading about it.

You upload it once on the service, with an instant preview, and it shows as a thumbnail on the service card so you always know which ones have a photo. The AI decides when an image genuinely helps and leads with it, then gives the full answer in text. It works on Instagram, Facebook, and WhatsApp, on every plan that has services, with nothing to turn on.

Choose which channels each teammate can see

If you have team members, you can now pick exactly which channels each person works in: Facebook, Instagram, WhatsApp, SMS, or Telegram. Set it on the invite or right on your team roster. Leave it alone and everyone keeps full access, so nothing changes until you decide to narrow it. A teammate limited to Instagram and Facebook will not see your SMS or WhatsApp conversations anywhere, the inbox, the dashboard, the metrics, or exports. Changes take effect on their next page load, no re-login needed.

Fixes and polish

• No more double replies. When a customer fired off two quick messages back to back, the AI could occasionally answer both with two near-identical replies in a row. It now waits a moment for the full thought before responding, so conversations read cleaner on every channel.
• WhatsApp QR codes stay working. Saved codes used to break and show a placeholder after a while. We now generate them ourselves from your permanent WhatsApp link instead of relying on a Meta image that could expire, so codes stay sharp for print and every existing one is already fixed.
• Copilot now sends images too. If you use Copilot Mode, approving a draft that includes a photo now delivers the image, not just the text. Pictures from your Knowledge Base and your new service images both come through.
• Fixed: long service descriptions getting cut off. We caught a bug that was trimming longer service descriptions before they reached the AI, so a few answers could trail off mid-detail. The full description now comes through, and those answers are complete again.

This week is about trust and context. Your AI can now draft every reply for you to approve before it sends, show you the questions it could not answer, and treat comment-to-DM leads like it knows the post they came from.

Copilot Mode: approve every AI reply before it sends

Not ready to let the AI talk to your customers on its own? Now you do not have to choose between AI off and fully automatic. Flip on Copilot Mode in AI Config, and every AI reply becomes a pending draft in your Conversations view. Nothing reaches a customer until you tap Approve and Send, and you can edit it first or dismiss it entirely.

It is the safe way to watch your AI handle real conversations before you trust it with the keyboard. Drafts show up live, approving sends as your bot through the same checks as a normal reply, and a newer draft replaces an old one if the customer messages again so you are never approving something stale.

Everything you built by hand keeps running at full speed. Quick replies, comment triggers, flows, and your own team replies all send immediately as before. Copilot only holds the AI's own generated replies. It is off by default, so nothing changes until you turn it on, and you can take the training wheels off whenever you are ready.

AI Gaps: see what your AI could not answer, and teach it in one click

Every AI eventually hits a question it cannot answer well. Until now you had no way to know which ones. The new AI Gaps tab (AI Config → Build → AI Gaps) collects those moments, the question your customer actually asked, cleaned up into a clear version, and what the AI said. Many cards come with a suggested answer already drafted from your existing knowledge.

Hit Teach your AI and the answer goes into your Knowledge Base immediately, so the very next customer who asks gets it right. Repeat questions stack into a count ("Asked 7 times") so you can fix what matters first. Detection and viewing are on every plan, including Free, and your AI gets measurably smarter the longer your account is live.

Smarter comment-to-DM follow-ups

When someone comments your keyword and the AI follows up, it now knows the post they came from. So when they reply "ok how much is it?", the AI answers about the offer in that post, using your own caption, instead of treating them like a stranger who appeared out of nowhere. This is the highest-intent moment in your whole funnel, and it now has context. It works automatically on every existing comment trigger, on every plan, with nothing to turn on.

Conversation Starters

Give people something to tap when they open your Instagram or Facebook DMs. The new Starters tab (AI Config → Build → Starters) lets you set up to four questions that show before anyone types, plus a Get Started button on Facebook. A tap sends the question as the customer's first message and the AI answers it, so the awkward blank-screen moment turns into a real conversation. Save and Publish pushes it straight to your DM window. All plans, including Free.

Fixes and polish

• We now catch when Instagram quietly turns off DM access. There is an Instagram setting that can switch off message access without disconnecting your account, and when it is off your AI silently stops receiving DMs. If that happens, you will now get an email and a clear banner with the exact toggle to flip back on, instead of wondering why things went quiet.
• More reliable AI replies on messy text. We fixed a case where messages with broken emoji or garbled characters could cause the AI to fail to respond. Those now go through cleanly.

This week was about getting started faster, managing more than one account, and a handful of additions for advertisers and global audiences.

A faster, guided start

New accounts no longer land on a blank dashboard. When you first sign in, ChatGenius asks one question, what do you want to set up first, and takes you straight there: comment-to-DM, AI replies, appointment booking, or content. If you have not connected a page yet, it points you to that first.

If you ever step away mid-setup, you will now see a clear Resume setup banner that drops you right back where you left off, instead of a dead end. And when you open comment triggers for the first time, Browse Templates is front and center so you can start from a working example rather than a blank form.

Manage more than one account

If you run ChatGenius for more than one brand or for clients, the new Agency mode lets you switch between accounts from a single login, with billing controls limited to the account owner. If this is something you would use, just reply and we will get you set up.

Also shipped

• WhatsApp broadcasts now show when each person read your message. Open any campaign report and you will see a per-recipient read time, not just an overall percentage.
• Ad attribution into your funnels. If you run click-to-WhatsApp ads, you can now pass the ad click ID into flow links, buttons, and checkout URLs (for example a Stripe link), so your conversions match back to the ad that drove them.
• Czech is now supported. The AI now detects and replies in Czech, our 14th language, across Instagram, Facebook, and WhatsApp.

Fixes and polish

• Cleaner on mobile. The setup and template pop-ups now fit your screen properly on phones, with nothing clipped behind the top bar or bottom menu.
• More reliable billing and limits. We tightened how plan limits and features apply when an account changes plans, so what you have access to always matches the plan you are on.

This week we focused on speed, clarity, and a few fixes worth knowing about, plus a more generous free plan.

A faster, clearer portal

We reworked how the dashboard updates. Creating, editing, or deleting a comment trigger, quick reply, or knowledge base entry now happens instantly in place, your counts update live, and you keep your place on the page. No reloads, no waiting.

Your Overview and activity views are now fully live too. Metrics and status update in real time, and every list, Conversations, Leads, Knowledge Base, Analytics, and Follow-ups, points you to the next action instead of showing a blank table. New accounts land on a focused setup view that makes the first step obvious.

A few fixes worth knowing about

• Connection errors now explain themselves. If a Facebook or Instagram connection does not go through, you get a clear message and the exact next step, right on the settings page.
• Escalations now hold the AI even when no one is online. Once a chat is handed to a human, the AI steps back and waits, so an escalated customer never gets an automated reply on top of the one you are about to send.
• Comment-to-DM is more reliable at scale. We rebuilt how comment triggers track who has already been messaged. If one of your posts gets a flood of comments, the same person will not accidentally get two DMs, and your automated replies stay fast no matter how busy a post gets.

Also shipped

• Inline explanations for every metric. A quick tap on any label across Analytics, Calendar, Flows, and Quick Replies tells you exactly what the number measures.
• Refined confirmations. On-brand confirmation dialogs throughout the portal, and one-click conversation claiming with a quick undo.
• A new Chrome extension for Creator and up: captions, hashtags, and post ideas in your browser, powered by the same AI as Content Studio.

A more generous free plan

We raised the free tier to 50 conversations a month, and kept the pricing model that sets us apart: you pay per active conversation in flat tiers, so growing your audience never raises your bill. If you know someone weighing their options, the free plan is now more than enough to put ChatGenius through its paces.

More documentation

We added a batch of guides at sumgenius.ai/docs: AI Configuration, Knowledge Base, Quick Replies, the AI Instruction Builder, Multilingual replies, Team Inbox & Roles, Escalation & Human Handoff, Appointment Booking, Leads, Connect WhatsApp, Content Studio, and Broadcasts & Templates.

If there is something you would like documented, just reply and let us know.

A big week for comment-to-DM. You can now reach people who already commented, keep your comment section clean, and see exactly which ad started a conversation.

Rewind: DM people who already commented

A Reel pops off after the fact, or comments slip through during a Meta hiccup, and a batch of warm leads commented your keyword but never got the DM. Rewind goes back and fixes that. Pick a post, scan its existing comments, and back-fill the comment-to-DM to everyone who commented before your trigger was catching them.

How it works

1. Open a comment trigger and pick a post to Scan
2. See a preview before anything sends, e.g. "142 comments · 38 matched · 31 will be DMed"
3. Confirm, and it sends gently in the background within Meta's rate limits

Guardrails are built in. It only DMs people who commented in the last 7 days (Meta's private-reply window), never double-DMs anyone your trigger already reached, and it mirrors that trigger's exact setup, with a per-scan option to skip the public reply on big back-fills. Available on Creator and up.

Clean Comments: hide the keyword comment after the DM sends

The classic complaint about comment-to-DM is that it fills your comment section with "GUIDE", "SHOP", "BLAST" spam. Flip on Clean Comments for any trigger and the comment that fired the DM gets hidden right after, so the public view stays tidy while you keep the lead. It's hide, not delete: the comment still counts as engagement to Meta and stays visible to its own author, so nobody feels censored, and it's fully reversible. Works on live triggers and on Rewind back-fills. Opt-in, off by default, on every tier.

See which ad started each Messenger & Instagram conversation

If you run click-to-message ads, ChatGenius now captures which ad drove each Messenger or Instagram DM, the same attribution that's been live for click-to-WhatsApp. New conversations get a Messenger Ad / Instagram Ad badge, a CTM Ads filter in your inbox, and an Ad Attribution card showing the ad title, ad ID, and the custom ref you set in Ads Manager. That ref is what lets you tie a conversation back to a specific ad for cost-per-lead math, no native Meta reporting or extra tracking tool needed.

Also shipped

• Duplicate a comment trigger. One click copies a trigger's keywords, DM and public-reply content, buttons, and AI config. The copy starts paused and named "(Copy)" with fresh stats, so you can tweak the one thing that differs and enable. Great for running the same setup across multiple posts. All tiers, within your trigger limit.
• Quick Reply "send only once per customer." A per-reply toggle so a welcome or promo reply fires at most once per person. Returning customers who reuse the keyword fall through to the AI instead of re-triggering it. Opt-in; your FAQ-style keywords keep answering every time.
• Escalation brief now shows in your portal. When a chat escalates, the AI's short "what they want, what's been tried, why they're upset" summary now appears at the top of the conversation in both the client and team views, not just the email. Whoever picks it up has the context without scrolling the thread.

New: a help docs site (work in progress)

We're building out proper documentation at sumgenius.ai/docs, step-by-step guides for setting up and getting the most out of ChatGenius. It's early and we're adding to it every week, but these are already live:

• What is ChatGenius, the 2-minute overview
• Connect Instagram & Facebook
• Your First Automation, your first comment-to-DM or quick reply
• Comment Triggers & Rewind, everything in this week's email, in depth
• Visual Flow Builder
• Webhook & Send API, for developers

More guides are on the way. If there's something you'd like documented, just reply and tell us.

Big week if you take bookings. The AI is now end-to-end smarter about virtual appointments — plus four upgrades that quietly cut steps out of your day.

Virtual bookings now ship with a Google Meet link

If you run virtual sessions — coaching, consults, demos, discovery calls — ChatGenius can now create a Google Meet link for every booking and email the calendar invite straight to your customer. No copy-pasting links, no follow-up "here's the Meet" DM, no surprises when the invite hits their inbox.

How to turn it on

1. Connect Google Calendar if you haven't (Settings → Calendar)
2. Flip on Send Google Meet invites for virtual services
3. In AI Config → Service Menu, tick Virtual meeting on whichever services need a Meet link

The AI booking agent now also knows which services are virtual — so it'll naturally weave "I'll send the Meet link to your email" into the conversation while collecting the customer's address. In-person services are completely unaffected; they keep booking exactly as before.

AI bookings now mirror into GoHighLevel

If you run on GHL, pick a calendar in Settings → GoHighLevel and every AI booking, reschedule, and cancellation will sync into it — alongside the contact sync you already had. Show/no-show stats, workflows, and reminders all live where you already work. Existing GHL connections need to reconnect once to pick up calendar permissions.

Quick Replies now fire on photos, voice notes, videos, and files

Four new triggers on the Quick Reply dropdown — Image Received, Voice Note Received, Video Received, and File Received. The reply fires the second that attachment lands, no caption needed. Great for "Got your photo, team will take a look" acks, prescription / insurance card uploads, quote routing on product shots, or a quick acknowledgement on voice notes before a human jumps in.

Build Comment Triggers without leaving the Flow Builder

When a flow uses a Comment Trigger as its source, you can now create or edit the trigger right inside the builder. Same form, same fields, same buttons — just inline. No jumping to another tab, no losing your unsaved flow halfway through setup.

The AI stopped promising a human when nobody's online

Before, the AI might say "let me grab someone for you" at 3am with no one around. Now it checks whether any team member is actually online and adjusts the wording — either escalates to a real agent, or flags the conversation for follow-up ("the team will get back to you"). No more contradiction between the AI's promise and what actually happens.

Four upgrades this week that change how you set up, attribute, and respond.

1. Claude now writes your AI instructions for you

Describe your business in plain English. Watch Claude build your custom instructions live. Test every change in a side-by-side bot before saving. No more blank textarea. Powered by Claude Sonnet 4.6, available on every tier.

2. WhatsApp QR Codes with source tracking built in

Print scannable codes for signage, packaging, bio links. Every scan auto-tags the conversation so you finally know which QR drove the lead — no UTM hacks, no third-party redirects. Pro and above.

3. Comment triggers can now AI-generate the DM

Flip on AI for any trigger, write a one-line goal, and every commenter gets a personalized DM using your knowledge base and brand tone — instead of one of 5 canned templates. Available on every tier.

4. Image, video, and PDF headers on WhatsApp templates

Hero banners on promos, carrier logos on shipping updates, invoices delivered as the actual PDF. Way more clickable than text-only. Pro and above.

Also shipped

• Independent AI + Automation toggles for WhatsApp, SMS, and Telegram — mix-and-match per channel.
• Keyword automation fires in ~2 seconds, not 5+. No more lag on "help" or "menu" replies.
• AI calmer on casual chat — thank-yous and shared reels get a warm acknowledgement and stop, no reflexive product pitch.
• Fraud auto-flag — impersonator reports and gift-card scams pause for human review with a Fraud badge.

Four upgrades this week that change how your AI greets, tags, and delegates

1. Welcome Message — a guaranteed first-impression greeting

Set a custom greeting in AI Config → Identity and ChatGenius will send it verbatim on the first message of every new conversation — bypasses the AI entirely, 100% reliable, works in any language. Pick Combined to prepend it to the AI's first reply, or Standalone to send the greeting alone and let the AI handle the customer's next message (saves tokens and feels more human). Built for clients who want a consistent "Bonjour" or brand-voice opener that the AI can't accidentally skip.

2. Quick Replies now support image and video attachments

Attach a JPG/PNG up to 5MB or an MP4/MOV up to 25MB to any quick reply. The media sends first, then your message and buttons — visual context lands before the customer even reads the text. Works on Facebook and Instagram DMs (images also work on WhatsApp). Great for product photos, demo clips, before/after shots, menus, and walkthrough screenshots.

3. Every conversation now gets auto-tagged by source

Comment Trigger, Visual Flow, Quick Reply, or CTWA Ad — every new conversation now carries the source tag automatically, so you can finally answer "which trigger captured this lead?" without digging through history. Tag chips and the conversation-list filter are now available on every tier (used to be Pro+ only).

Pro and above can override the system default with their own custom tag per trigger, flow, or quick reply — pick something like "Hot Lead" or "Black Friday" and it flows straight through to your Klaviyo or GHL segments.

4. New Manager team role — full dashboard access without sharing your login

Invite a teammate as a Manager (new role alongside Agent) and they'll log in with their own credentials and land on your full ChatGenius dashboard — Conversations, Captured Leads, Calendar, Content Studio, AI Config, Flows, WhatsApp Templates, Broadcasts, Comment Triggers, the lot. Billing, account settings, key rotation, and partner payouts stay owner-only. Promote or demote existing team members from Settings → Team. Available on Pro and above; Managers count against the same team limit as Agents.

Also shipped

• SMS Volume Pack — +6,000 outbound SMS per month, $79/mo add-on for Pro and Business clients with high-volume reminder, notification, or follow-up needs.
• Bundled checkout — new clients can now buy ChatGenius + Webhook Add-on + SMS Volume Pack together in a single Stripe Checkout, producing one subscription, one invoice, and one billing cycle instead of three.
• Team portal stress-tested for 30+ simultaneous agents — tightened heartbeat thresholds, capped inbox queries, added a composite index, and gated tab-hidden polling. Invisible at small team sizes; meaningful for any client running a real-team operation.

Plus team-portal polish: platform badges (Instagram/Facebook/WhatsApp/SMS/Telegram) are brighter and properly spaced, and the Online Team sidebar updates live when you change your status.

Four big upgrades this week. Plus a long polish list underneath.

1. AI Configuration got a full redesign

The AI Config page is now organized like Settings: a left sidebar with 8 focused sections grouped into Build, Extend, and Protect. Custom Rules & Guidelines is no longer hidden behind an "Advanced" accordion. Business Hours, Off-Limits Topics, and Solicitation Guard are all front-and-center now. Mobile got a complete rebuild too

2. Your AI just got sharper

Replies are now tighter (1-2 sentences), focused on one idea at a time, and won't fake actions like "I've passed this along." Markdown bullets, bold, and em dashes are stripped at the source. Onboarding scans also pull in more FAQs, services, and contact details out of the box.

3. No more dropped messages during high-volume bursts

When Meta's hourly cap gets hit during a viral post or comment-trigger storm, messages now queue and send when capacity opens up instead of getting dropped. Outbound limits are also raised closer to Meta's actual ceilings.

4. AI stops talking when a real person needs to step in

Once a conversation escalates, the AI stays silent across all 5 platforms until you take over. You'll also get an email if no teammate is available to pick it up, so escalations never go unnoticed.

Also shipped

• Explore before you connect - Build flows, triggers, quick replies, and content posts before connecting a channel.
• Auto-escalation toggle - Turn off AI-driven escalation in AI Config. Customer requests like "talk to a human" still work.
• Separate business contact - Set a customer-facing email and phone separate from your login/billing email.
• Daily Google Calendar sync - Edits made directly in Google Calendar now sync into ChatGenius automatically.
• Emojis save correctly - Emojis and special characters in AI Instructions no longer get replaced with question marks.
• Cleaner conversation list - No more flicker on poll, consistent badge sizing, and a distinct red badge for escalated chats.

Plus smaller fixes: escalation messages now match the conversation's language, the chat view stays pinned to the latest message while media loads, and the batch-window slider now has a 5-second minimum

Three big things shipped this week. Plus a lot of polish underneath.

1. TikTok publishing is live for everyone

TikTok publishing is now live for all Creator+ clients. Connect TikTok from the Connect page (same place you connect Instagram, Facebook, and WhatsApp), then schedule videos and photos to TikTok from Content Studio alongside your other platforms.

2. Redesigned Connect page (now with Integrations too)

The old one-long-scroll Connect page is now a clean two-column hub. Channel sidebar on the left, focused detail panel on the right. One click to reach any channel, live status dots, and a dedicated Plan & Billing and Help & Support section.

Google Calendar, GoHighLevel, and Klaviyo have also moved into Connect as a new Integrations group, so every service you connect to ChatGenius now lives in one place. The standalone Integrations nav entry is gone, and old links redirect automatically.

3. AI Media Library now supports videos

Upload MP4 or MOV files up to 25MB. When a customer asks for a walkthrough or demo, your AI sends the actual video instead of a placeholder. Works on Instagram and Facebook DMs.

Also shipped

• Quick Reply variations - One quick reply can hold up to 5 messages. ChatGenius rotates them randomly so repeat customers don't see the same canned reply.
• Instagram Live comment triggers - Auto-DM commenters during your live broadcasts using the same keyword triggers as regular posts.
• Unified Services - Your booking AI now pulls from the Service Menu in AI Config. Edit a service once, it's updated everywhere (price, duration, the whole thing).
• Simpler Knowledge Base limits - One unified cap covers FAQs, services, and documents instead of three overlapping ones.

Plus a pile of smaller fixes and polish: conversation actions no longer refresh the page, the Test Bot reliably produces real responses, WhatsApp claim actions behave correctly, and more.

Big week - WhatsApp just landed in ChatGenius.

WhatsApp is Here

Instagram DMs, Messenger, and now WhatsApp - all in one inbox. Same AI, same flows, same dashboard. Your customers can reach you on whatever platform they prefer, and you manage it all from one place.

What you get:

• Unified inbox - WhatsApp conversations live right next to your Instagram and Messenger threads
• AI-powered replies - The same AI that handles your DMs now works on WhatsApp too
• Template messaging - Create and send WhatsApp templates to re-engage customers after the conversation window closes
• Delivery tracking - See exactly whether your messages were delivered or failed, right on the message

Available on Professional and Business plans. Go to Settings to connect your WhatsApp Business Account.

Also This Week

• Faster AI responses - Optimized how the AI processes messages. Replies are noticeably quicker.
• PDF attachments in flows - Automatically deliver PDFs (pricing sheets, menus, guides) through your flow automations
• Comment trigger templates - 6 pre-built templates so you can set up common comment triggers in seconds
• Smarter service answers - AI gives shorter, more relevant answers instead of listing your entire catalog
• Real-time conversations - Messages now appear instantly with natural timing instead of all at once

Bug Fixes

• Fixed buttons becoming unclickable after switching portal sections
• Instagram AI replies now respect character limits instead of failing
• AI no longer awkwardly introduces itself in every reply
• Conversations stay scrolled to the latest messages when opened
• Flow media attachments (video, audio, PDF) now show in conversation history

Here's what's new with ChatGenius this week.

New Features

• Smoother Portal Navigation — Switching between sections is now instant with no page reloads
• Live Conversation Updates — New DMs appear in your inbox automatically within seconds, no refresh needed
• Test Bot Available on Free Tier — All users can now test their AI before connecting Instagram or Facebook
• OAuth Walkthrough Video — 60-second video showing exactly what happens when you connect your account
• Rebuilt Onboarding — Smarter website scanning, resumable progress, and a cleaner setup experience from start to finish

Bug Fixes

• Conversation filters (date, tags, source) no longer reset when the inbox auto-refreshes
• OAuth errors now redirect back to the connect page instead of the dashboard

Coming Soon

WhatsApp integration is on its way. Same AI, same dashboard — now in your customers' most-used messaging app. Stay tuned.

Big week. Here's what's new with ChatGenius.

New Features

• AI Comment Manager (Professional+) - AI now automatically replies to comments on your Instagram and Facebook posts using your knowledge base. Choose auto-reply or approval queue mode, set custom tone for public comments, and auto-hide spam. Find it in your sidebar under "Comment Manager."
• Community Hub - New section in your sidebar under "Explore." Browse and install flow templates shared by other businesses, publish your own flows to the community, and stay up to date with product updates, all in one place.
• Flow Export & Import - Download any flow as a .json file to back it up or share it. Import flows from files to quickly set up new automations. Look for the Export and Import buttons on your Flows page.
• AI Summary in Escalation Emails - When a conversation is escalated, the notification email now includes an AI-generated summary so your team can triage faster without opening the dashboard.
• Smarter Magic Wand - The AI Instructions magic wand now uses your full business context (name, tone, goals, knowledge base topics) to generate much better custom instructions. If you already have detailed instructions, it refines them instead of overwriting.
• Test Your Bot (Now Available) - The Test Bot widget in AI Config is now available to all Creator+ clients. Test your AI responses in real-time using your actual settings and knowledge base.

Improvements

• Flow Builder - Activating/pausing flows no longer reloads the page. Flows with delayed follow-ups (like Welcome Series) now work correctly. Help docs link added to the Flows header.
• Skeleton Loaders - Conversations, analytics, and Content Studio now show smooth loading animations instead of spinners.
• Reply Character Count - Live counter below the reply box adjusts per platform (IG 1000, FB 2000, SMS 160). Turns red and blocks send when over the limit.
• Quick Reply Preview - Preview button in the edit panel shows your message as it will appear to customers, with buttons rendered and placeholders replaced.
• Sync Status Banner - If your dashboard loses connection, a banner appears so you know your data might be stale. Auto-clears when reconnected.

Bug Fixes

• Fixed timezone always defaulting to Los Angeles for new signups. Your timezone is now detected correctly on signup and auto-corrects on next login.
• AI responses are now more accurate. Raised the similarity threshold to prevent irrelevant knowledge base content from being used.
• Follow-up sequences no longer end prematurely from false goodbye detection (e.g., "take care of my order" no longer triggers goodbye).
• Tag filtering now works correctly across all pages in conversation lists.
• Quick reply edit panel now correctly shows active/inactive status.

Coming Soon

TikTok content scheduling in Content Studio, more flow templates in the Community, expanded AI Comment Manager analytics, and additional automation triggers.

We just shipped something big.

Visual Flow Builder (Beta)

Build multi-step automated DM conversations with a visual drag-and-drop editor. Design the entire customer journey — from first message to booked appointment — without writing a single line of code.

What you can do:

• 12 node types — messages, collect input, conditions, delays, booking, AI steps, webhooks, and more
• AI-powered generation — describe your flow in plain English and AI builds the entire node graph
• Smart triggers — start flows from keywords, comment triggers, story replies, story mentions, shared reels/posts, or AI intent recognition
• Built-in analytics — see exactly where users drop off with per-node heatmaps
• Test before going live — walk through your entire flow in a chat simulator without sending real DMs

How to get started:

1. Open your ChatGenius dashboard and click Flows in the sidebar
2. Click Create Flow — pick a template or start from scratch
3. Drag nodes onto the canvas, connect them, and hit Test to preview
4. When you're ready, activate the flow and it starts working immediately

New Features

• Partner/Affiliate Program — Refer new clients with your unique link and earn 30% recurring commission on every payment. Track referrals, commissions, and payouts from your partner dashboard
• Instagram Post Share Trigger — New event trigger that fires when someone shares an Instagram post in your DMs. Set up an automated response for shared posts just like you can for reels

Bug Fixes

• Better image handling — When a customer sends an image and your plan doesn't include image processing, the AI now replies with a helpful message asking them to describe what they're showing instead of a confusing error
• AI respects boundaries — When a customer says "no" to booking or a service, the AI now accepts immediately and moves on instead of re-offering repeatedly
• Faster AI responses — Eliminated unnecessary retry logic that was doubling response times
• Smarter AI tone — Removed filler phrases, more natural fallback when AI doesn't know something
• Team invitations fixed — Invite, activate, and manage team members without issues

Here's what's new with ChatGenius this week.

New Features

• CSAT Satisfaction Surveys — After a conversation is resolved, ChatGenius can now automatically send a 1-5 star satisfaction survey right in the DM. Configure it in AI Config under the CSAT section.
• Solicitation Guard — The AI now auto-detects sales pitches and spam DMs, sends a polite dismissal, pauses the conversation, and flags it so your team isn't wasting time on solicitors.
• Assign Conversations — You can now assign conversations to specific team members directly from the Conversations tab. The agent picker shows online/offline status.
• AI Response Feedback — Rate any AI response with a thumbs up or down directly in the conversation view. Your feedback helps us improve AI quality over time.
• Image Attachments in Comment Trigger DMs — You can now attach an image to any comment trigger DM, sending a rich card with your image, message, and buttons in one message.
• Auto-Reply to Collab Invites & Unrecognized Media — New event trigger in Quick Replies lets you auto-respond when someone sends a collaboration invite or other unrecognized message type. Set up from Quick Replies → New Quick Reply → Trigger Mode: Event.

Improvements

• Streamlined Connection Flow — Connecting Facebook and Instagram is now faster. Single-page accounts auto-connect instantly after granting permissions.
• Knowledge Base Storage Limits — Limits are now based on total storage size instead of document count, giving you more flexibility. Check your usage in AI Config.
• Comment trigger DMs no longer show the opt-out footer, making automated replies feel more natural and personal.

Bug Fixes

• Fixed a timezone issue where portal timestamps could display 1 hour off during daylight saving time
• Fixed PDF attachments sent in DMs not being processed by the AI

Here's what we've shipped recently across ChatGenius.

New Features

• AI Media Library — Upload images your AI can contextually send in conversations (Creator+ plans)
• Conversation Tags — Organize and label conversations for faster follow-up (Pro+ plans)
• Direct Agent Transfer — Hand off conversations to specific team members + new team performance dashboard
• AI Blocklist — Block specific users from receiving AI responses
• Two-Way Support Tickets — Reply to support tickets directly with threaded conversations
• Link Click Tracking — See when customers click URL buttons in comment trigger DMs

AI Improvements

• Fixed AI hallucinating booking URLs (e.g. fake Calendly links) — it now only shares real links you've configured
• Fixed AI hallucinating actions outside its actual capabilities
• Prevented follow-up messages from contradicting the original AI response
• RAG knowledge base improvements — better chunking and multi-document support

Bug Fixes & Polish

• Quick Replies section completely redesigned
• Comment Triggers section completely redesigned
• Mobile responsiveness improvements across Settings, Team Management, Calendar, AI Config, and Content Studio
• Fixed overview conversations not opening the correct thread
• Fixed View Lead button linking to the wrong conversation
• Comment Triggers: fixed post picker issues for accounts with emoji in captions

We're shipping updates every week. If something isn't working right or you have a feature request, just reply to this email.