In 2025, customer conversations became a core operational system, not a supporting channel.

Across industries, teams faced the same pressures:

• Conversation volumes increased across SMS, WhatsApp, social, web, and voice, while response expectations tightened.
• Ownership became harder to maintain as conversations crossed teams, shifts, and systems.
• Admins and ops leaders were expected to improve speed, quality, and compliance without increasing headcount.

The gap was not feature depth. It was operational continuity starting conversations cleanly, managing them at scale, and closing the loop without loss of context, control, or compliance.

Conversive’s 2025 roadmap focused on closing that gap.
What we shipped this year reflects a clear shift: from enabling messages to running conversations as a system.

End-to-end Conversational AI. Now across Voice and Chat.

Conversive expanded Conversational AI from a channel capability into an end-to-end operating layer across Voice + Chat to help resolve queries faster, offer more consistent experiences at scale, and a clearer way to run, and govern AI interactions in production.

i) Voice inside the same agent workspace

Handle calls alongside SMS/WhatsApp/chat, with transcripts and AI summaries that keep follow-ups quick and context-rich.

ii) Turnkey agents for proven outcomes

Deploy purpose-built agents for common use cases to standardize journeys and scale quickly without heavy setup.

iii) Build and tune your own agents 

Configure voice and chat agent behavior, tone, escalation, and knowledge, then test and iterate in-platform before going live.

iv) System-aware by design

Make agents CRM-aware so they can fetch relevant context in real time and create/update records (including auto-creating leads for net-new users).

v) Agent-led Voice outreach that’s operationally safe

Run calling campaigns with consent, scheduling, and cadence controls built in for responsible scale.

vi) Operate with confidence

Quality, visibility, and cost clarity via recordings/transcripts/summaries, handoff visibility, test suites, and usage-based billing transparency.

Meet customers where they are without fragmenting your ops

Customers now engage across rich messaging and social DMs as often as they do SMS. Conversive expanded omnichannel coverage so teams can add channels while keeping conversations unified, governed, and CRM-connected—without losing context or operational control.

i) RCS becomes real in day-to-day operations

Two-way RCS with rich templates (media, carousels, buttons) that can be used consistently across Desk, Campaigns, and Automation.

ii) Social automation that stays system-aware

Orchestrate Instagram/Facebook conversations with CRM sync, identity mapping, and clean agent handoff so DMs don’t become a dead-end.

iii) One workspace for agents

Bring Facebook messages into Converse Desk alongside SMS/WhatsApp/webchat to reduce tab-switching and missed replies.

iv) LINE as a first-class channel

Easier and safer connectivity, stronger campaign/template support, and better CRM mapping so LINE interactions are fully usable downstream.

v) Incoming WhatsApp locations in Converse Desk

Capture customer-shared locations and map links directly in the thread, with an embedded map for faster action in delivery, on-site support, and scheduling workflows.

vi) Better downstream usefulness from every conversation

Enrichment and timeline continuity (including HubSpot enrichment from LINE conversations) to improve follow-through and measurement.

Scale service without losing control of the queue

More channels and automations create more inbound—and more risk of missed conversations. Conversive strengthened service ops so every inbound is owned, measured, and escalated with clear queue-level discipline.

i) Route every inbound with intent

Automatically direct conversations from any source (campaigns, bots, automations, manual) into the right queue plus a default catch-all so nothing slips through. 

ii) SLA discipline at the queue level

Define SLAs for assignment, first response, subsequent responses, and resolution tailored per queue, not one-size-fits-all.

iii) Breach notifications that drive action

Role-based alerts across in-app, email, and mobile so supervisors and agents can intervene before customer experience degrades.

iv) Consistency across channels

Apply the same operational standards regardless of where the conversation started, keeping performance measurable and repeatable.

v) Search conversations within queues

Quickly find conversations by number or customer name without scrolling long lists, and without losing your current queue view.

vi) Real-time notifications that keep teams responsive

Instant alerts for new messages and assignments (with previews, contact details, and timestamps) in one feed so agents can act without tab switching. Mark as read individually or in bulk.

vii) Shared Inbox expands to Contact Center and Professional plans

More teams can collaborate in one thread—multiple agents can view, reply, and manage customer conversations together for faster, more consistent responses.

viii) Group Conversations

Keep multiple stakeholders aligned in one thread for workflows like admissions, care coordination, deal progress, or field service. Start groups with the right participants, keep them updated as things change, and enforce consent-first, role-based access

ix) Faster, smoother SMS History review

Message details now open in a side panel so the main list stays visible and you can move between messages quickly. Recipient names are clearer, and media loads without blocking the rest of the details.

Enterprise-grade governance for every conversation

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As messaging scales in regulated environments, the bar for privacy, consent, and auditability rises. Conversive strengthened cross-channel controls so teams can move fast while staying defensible.

i) Cross-channel sensitive data protection

Regex-based masking with encrypted storage, role-based recovery controls, and a full audit trail so you stay audit-ready without breaking conversation continuity.

ii) Clearer handling of masked content

Authorized users can view sensitive content in real time while maintaining clarity on what the customer actually received (masked vs unmasked).

iii) Consent-safe sending by default

Automatically block messages to opted-out recipients with clear in-UI alerts to prevent risky outreach.

iv) Jurisdictional outbound controls (US/Canada)

Centralize “where we can message,” with admin-only state toggles, auto-block restricted states, and logged actions (including blocked sends) for compliance reviews and audits.

v) Cleaner consent enforcement

Optional architecture control to avoid duplicate consent checks reducing friction without weakening safeguards.

From click to conversation to conversion

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Conversive reduced friction across the campaign lifecycle: capture leads the moment intent spikes, collect the right inputs faster, and run outreach with stronger controls and governance.

i) Convert demand into instant conversations

Keyword + QR-based inbound journeys that turn any channel (ads/social/print) into a live thread, with auto-created and tagged contacts and workflow triggers.

ii) Collect what you need at peak intent

File upload on inbound landing pages so customers can submit IDs/forms/docs (PDF/DOCX/JPG up to 5MB) without back-and-forth.

iii) Faster approvals, stronger governance

Campaign review workflows with comments, email alerts, audit logs, and configurable approvals plus smarter handling for holidays in recurring sends (send/skip/reschedule).

iv) Operational control during live outreach

Pause, resume, or abort campaigns across broadcast, recurring, and slow-paced sends to manage risk and timing in real time.

v) More relevant WhatsApp engagement

Personalize at scale with custom merge fields and drive action with more interactive SmartPing flows (up to 10 buttons) to reduce customer effort.

vi) Smarter business hours and holiday scheduling

Define weekly operating hours (including split shifts and overnight coverage), maintain holiday calendars, and apply time zone-aware delivery so campaigns send when customers are most likely to engage.

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Build and ship automations faster, without breaking production

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Conversive strengthened journey automation so teams can design, review, and deploy complex flows with more clarity and less operational risk.

i) Builder ready for production

Conversation Flow Builder fully rolled out with drag-and-drop creation directly inside the Automation Library.

ii) Clarity for complex logic

Tree/branched view as the default, with previews, inline edits, and error detection to speed up reviews and reduce mistakes.

iii) Room to build richer journeys

Expanded node message limits (300 → 1000) so teams aren’t constrained by artificial caps as workflows grow.

iv) Safer workspace hygiene

Delete unused draft automations to keep the library clean while protecting trusted templates and live flows.

Analytics you can run the business on

Ops teams don’t need more data—they need the right view, fast, and a reliable roll-up across teams and locations. These updates make analytics easier to access, easier to trust, and easier to act on.

i) Role-aligned dashboards by default

Agents, leads, and ops teams land on the views that match their job so performance tracking doesn’t require hunting or permissions gymnastics.

ii) Clarity between campaign and agent performance

Dashboards are clearly labeled and separated (Campaign Dashboard vs Agent Dashboard) to reduce confusion and improve accountability.

iii) HQ-level rollups for multi-location orgs

Master Account leaders get a dedicated Analytics entry to view cross-location performance in one place—compare branches, spot gaps, and prioritize enablement.

iv) Less manual stitching

Reduced dependence on exports and multi-account logins for common operational questions.

Bring the conversation workspace to the browser

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Conversive strengthened web experiences so teams can handle webchat faster and govern it more cleanly without operational noise.

i) Browser-level access to the conversational workspace

The Conversive Chrome Extension helps teams manage responses faster—reducing context switching while keeping workflows within reach.

ii) Attachment governance in Webchat

Show or hide file uploads based on brand and compliance rules, so the web channel matches your policy posture.

iii) Cleaner session outcomes

Visitors can end webchat sessions (controlled rollout), improving conversation status accuracy and reducing unintended follow-ups.

Built where your teams work: CRM-specific updates

Conversive expanded CRM-native workflows and connected app integrations—keeping conversations in the system of record, reducing tab-switching, and improving sync, triggers, and data flow across your GTM stack with enterprise-grade governance.

i) Creatio: Webchat that feeds your CRM—and an inbox built into Creatio.

Convert website chats into Creatio contacts/cases automatically, keep replies inside Creatio with the right context and attachments, and control access with centralized licensing and audit logs.

ii) ActiveCampaign: Event-triggered messaging with CRM-native context.

Send automated, personalized SMS/WhatsApp based on ActiveCampaign activity—and view the full conversation history right on the contact timeline so handoffs stay seamless.

iii) Dialpad: Close the loop on voice calls with automated SMS follow-ups.

Trigger SMS when calls are missed or completed—send immediate follow-ups, recaps, or next steps using ready-to-use templates, so outreach stays timely and consistent without manual effort.

iv) Microsoft Dynamics: In-CRM messaging without compromising on security.

Respond from an embedded inbox inside Dynamics, with secure token-based access via Microsoft Entra ID. 

v) HubSpot: Custom object-aware messaging for more precise targeting.

Use fields from standard + custom objects in templates, campaigns, and automations—with smarter resolution of linked details when contact fields are missing.

What’s next

Conversations are becoming the primary interface between businesses and customers.

In 2026, Conversive will continue investing in deeper orchestration across voice and digital channels, smarter prioritization driven by intent and context, stronger AI assistance for agents and supervisors, and more proactive governance controls.