Aug 12, 2026
Hello, dear Omnichat users!
🚀 Here are the latest feature updates:
New Omni AI Sales Agent
Has your brand ever missed a sales opportunity because no sales representatives were available outside business hours? Or do customers struggle to choose from a large product selection, leaving them to spend time searching and comparing products on their own?
The New Omni AI Sales Agent is here 🚀 Beyond answering customer questions instantly, it can now combine the latest product information with your brand’s sales strategies to deliver a more complete AI-powered shopping experience 👩🏻💼—guiding customers from product discovery all the way to purchase.
Key Features
Automatically sync the latest product information The Sales Agent automatically syncs with your Product Feed🔗 so there is no need to update product details manually. This ensures the AI can answer questions and recommend products using the latest available information.
A richer product recommendation experience The Sales Agent proactively recommends suitable products and can present them in an interactive Product Carousel. Customers can easily view product details and prices, then visit the product page—making the shopping experience more intuitive and seamless.
*WhatsApp product carousel messages will be displayed as text in the Omnichat admin inbox.
Recommendations aligned with your brand’s sales strategy Set a goal and define how the Sales Agent should promote products—for example, by prioritizing items that are in stock or currently on sale. This helps ensure its recommendations support your brand’s latest sales objectives. Not sure how to write the instructions? Omnichat provides Recommended Prompts 🪄 to help you get started quickly.
With Omni AI Sales Agent, AI goes beyond answering product questions—it becomes an always-on sales assistant that continuously helps customers find the right products.
Even outside business hours, the Sales Agent can “keep selling” for you. By combining AI efficiency with human expertise, your brand can deliver seamless 24/7 sales support and keep business moving anytime, anywhere 🛍️
Third-Party Integration Update: SHOPLINE Membership New Field
This update enhances the synchronization of SHOPLINE customer and membership data, helping brands filter and segment customer lists more precisely.
What’s New
Enhanced “Membership Upgrade Spending Amount”
The custom attribute has been renamed to “SHOPLINE – Membership Upgrade Spending Amount” to clarify its purpose.
If a customer currently has a lifetime membership, the field value will be recorded as
-999, making these members easier to identify, filter, or exclude.
Added “Membership Renewal Spending Requirement”
A new numeric custom attribute, “SHOPLINE – Membership Renewal Spending Requirement,” has been added.
If a customer has a lifetime membership, the field value will also be recorded as
-999.
Added “Customer Creation Source”
A new text-based custom attribute, “SHOPLINE – Customer Creation Source,” has been added.
This field identifies whether a customer was created through the online storefront, admin panel, POS, Message Center, or another channel.
With this update, brands can gain a more comprehensive view of membership upgrade and renewal requirements as well as customer acquisition sources. These insights can be applied to audience segmentation, broadcasts, journeys, and other use cases, enabling more precise targeting and marketing communications.
WhatsApp Updates: BSUID Added to Contact and Customer Exports and Conversation Customer Profiles
To prepare for scenarios where WhatsApp may provide only a BSUID without a phone number, this update adds the WhatsApp BSUID to Contact Exports, Customer Exports, and Customer Profiles in conversations. This allows brands to continue identifying customers accurately and managing contact data effectively.
Where BSUID Has Been Added
Contact Exports
A new “BSUID” field has been added after the “Tel” field in exported WhatsApp contact data.
Customer Exports
The WhatsApp field will display both the BSUID and phone number in the format
BSUID|Phone Number. The field will remain blank when no corresponding data is available.Only customers on the CDP plan can export all social UID data linked to a customer.
Whether phone numbers in WhatsApp UIDs are hidden will depend on the user’s role permissions.
The capitalization of social channel UID field names, such as WhatsApp, LINE, and Facebook, has been standardized.
Customer Profiles in Conversations
A new BSUID field has been added below the customer’s name in the customer information panel on the right.
Store staff can use this field to confirm whether the conversation has been linked to a contact and, when appropriate, guide the customer to share their contact information.
With this update, brands can use BSUIDs to identify customers even when WhatsApp does not provide phone numbers, while gaining a more complete view of customer linking statuses and exported data.
WhatsApp Updates: Message API Reports Updated to Support BSUID
This update enhances the WhatsApp Message API report to support displaying, searching, and exporting BSUIDs. Even when WhatsApp does not provide a phone number, brands can still use the BSUID to find and identify contacts. 🔍
What’s New
Report Display
The “Social User ID” field now displays both the BSUID and phone number.
If either the BSUID or phone number is unavailable, the corresponding value will be displayed as
-.
Contact Search
WhatsApp contacts can now be searched using either a BSUID or phone number.
List Export
For the WhatsApp channel, the “Social User ID” field is now exported in the format
BSUID|Phone Number.If either the BSUID or phone number is unavailable, the corresponding value will be left blank.
Note: Reports only record the phone number and BSUID available when the message is sent. If the other identifier becomes available later, existing report records will not be updated retroactively.
With this update, brands can use additional identifiers to search and analyze WhatsApp Message API performance while maintaining consistency between report and exported data.
WhatsApp Updates: Automatic Merging of Duplicate Contacts
A single WhatsApp customer may appear as two separate contacts in the system when their phone number and BSUID have not yet been matched. With this update, once WhatsApp confirms that two records belong to the same person, the system will automatically merge their contact and customer data, reducing duplicate records while preserving customer benefits.
Automatically consolidates customer data
The system will prioritize the customer account with an existing member ID. If neither account has a member ID, the contact with a phone number will be retained.
Information such as names, membership details, email addresses, phone numbers, tags, custom fields, and linked stores will be consolidated.
If conflicting data exists, the system may consolidate only WhatsApp-related contact information to avoid affecting customer data from other channels.
A merge history will be retained for future tracking and restoration.
Preserves all points and coupons
Points from both records will be combined.
Claimed coupons will be transferred to the retained contact’s account. Their status, serial numbers, expiration dates, verification codes, and other details will remain unchanged. (🔗See details here)
Coupons sent before the merge can still be opened and redeemed as usual.
Preserves existing conversation history
Historical messages from the two contacts will not be combined and can still be viewed separately.
The merged contact’s previous conversation will be automatically closed and become view-only. Messages can no longer be sent, and customer information cannot be edited in that conversation, as shown below.
The previous conversation can still be viewed, exported, or deleted, and staff can navigate directly to the new conversation created after the merge.
The new conversation will display the customer’s complete merged profile, allowing staff to continue replying to and managing the customer as usual.
Even if the old and new conversations were originally assigned to different team members, the relevant members can still switch between and view both conversations.
WhatsApp Updates: Coupons Retained When Contacts Are Merged
When the system detects that two WhatsApp contact records belong to the same customer, it automatically merges them. To prevent customers’ existing coupons from being lost during the merge, this update also improves how coupons are transferred and consolidated.
What’s New
When contacts are merged, coupons previously associated with different contact records are automatically consolidated into the retained contact’s account.
All coupon details—including redemption status, serial number, expiration date, verification code, and claim time—are fully preserved.
Coupons sent before the merge can still be opened and used normally after the merge.
Customers can continue viewing their coupons through coupon messages or the coupon wallet in their membership card.
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