Finding the right conversation just got faster and easier.

With the new search experience inside WhatsApp Business Messaging, users can now quickly locate messages, customer threads, and any previous interactions… without endless scrolling.

What’s new?

• A single unified search bar that lets you search by customer name/phone number, user name/number, and keywords from sent or received messages
• Partial match support for misspelled names or incomplete numbers.
• Conversation preview list with customer details, timestamps, message snippets, and assigned agent.
• Click any result to jump directly to the exact message inside the conversation.
• Use in-chat search to highlight and navigate through all matching keywords.

How to use it?

• Use the global search bar in the WhatsApp inbox to quickly find conversations.
• Simply type a customer name, phone number, agent name, or even a keyword, and all matching threads will instantly appear.
• Want to search within a specific chat? Tap the search icon beside the contact’s name at the top.

• Enter any word or phrase; even partial text works. All matching messages will automatically be highlighted, and you can navigate through each result effortlessly.

That’s it… fast, simple, and designed to save time.

Managing reporting structures is now faster and more efficient.

With this update, admins can update reporting managers for multiple users at once, eliminating the need to modify each profile individually.

Bulk select users and assign/change the reporting manager for all selected users in a single click.

How to use it?

• From the Team tab, select all the users you want to update the reporting manager for.

• Click the ‘ Update reports to ’ button at the top and choose the new reporting manager.
• Confirm it, and you're done.

Quick, simple, and efficient.

Assigning multiple customers to a user is now much simpler.

You can now bulk-assign customer ownership to a user directly from the Customers page without having to update them one by one.

This makes handovers, onboarding and rechurning leads faster and more seamless.

What’s new?

• Bulk-select customers and assign them to a user from the Customers page.
• If the customer is still allocated, all the related follow-ups and tasks are automatically reassigned to the user.
• Permission-based controls ensure the option appears only for authorized users

How to use it?

• Go to the Customers tab
• Select all the customers you want to reassign
• Click the ‘Assign To’ button and choose the new user
• Confirm the reassignment

Smooth handovers, clearer ownership, and less manual bookkeeping.

Protecting customer privacy just got even better.

With number masking enabled, phone numbers across the app and reports are hidden by default. This prevents data loss of customers as the calling agents would be restricted from viewing the customer’s phone number.

What’s new?

• Phone numbers are masked across all screens and in generated reports
• Visibility is controlled through role-based permissions
• Admins and Process Admins can enable/disable masking as needed

How to use it?

• Go to the ‘Roles & Permissions’ tab and select the profile you want to update the permissions for.
• Enable or disable Number Masking and save the changes.

• To update for a single user, go to the Team tab, select the user, and update the permission from the right panel.
• Changes apply automatically across the platform

Simple setup. Stronger privacy.

Calling through already-attempted leads is now more organized and efficient.

With this update, you can enable Auto-dialer for leads from the Attempted bucket.

This helps with rechurning leads and makes follow-up calling far more efficient, especially for larger lead pools.

What’s new?

• Auto Dialer can now be launched directly from the Attempted tab
• Filter leads by attempt count before dialing (1st attempt, 2nd attempt, 3rd attempt, etc.)
• Connected calls automatically move to Customer
• Unanswered calls are also included in the attempt count
• Leads exceeding the maximum attempt limit shift to Inactive
• Better sorting, filtering, and visibility based on attempt history

How to use it?

• Go to the Configurations tab → Auto Dial
• Enable the feature, set the maximum call attempts , and (if needed) mark mandatory users

• Open the Allocations tab and switch to the Attempted section
• Use filters to view leads based on attempt count
• Click the three-dot menu and select Auto Dial to begin

• The system will automatically handle call outcomes and update statuses

Efficient dialing. Better rotation. Less manual effort.

WhatsApp inbox visibility now follows the same privacy level as the rest of Runo.

With this update, only select users, based on ownership, hierarchy, and permissions, can view or interact with WhatsApp conversations.

This ensures customer data stays protected and access remains aligned with internal workflows.

What’s new?

• WhatsApp Inbox access now depends on customer ownership, reporting hierarchy, user’s past WhatsApp interactions, and view/edit permission levels.
• Owners see the inbox for their own customers.
• Managers see the inbox for their team’s assigned customers.
• Non-owners with past interactions see only their previous chats
• View access: Search allowed, but no inbox or templates
• Edit access: Search allowed, template use restricted, inbox available only within assigned scope.

If the WABA add-on is disabled, WhatsApp history remains visible in Customer Details based on existing permissions, not inbox access.

Sending WhatsApp template messages is now more transparent than ever.

Instead of guessing why a message didn’t go through, users will now see clear error indicators and Meta-provided reasons, helping teams quickly fix issues and avoid repeated failed attempts.

What’s new?

• “Failed / Not Delivered” status shown for unsuccessful messages.
• Warning/error icon for quick visual identification.
• No double-tick indicators for failed messages.
• Detailed error messages explaining the cause, such as template rejected, Consent missing, formatting errors, blocked by user, account restriction, and system failure

This update ensures faster troubleshooting, better compliance, and more reliable WhatsApp communication.

Follow-ups should be consistent and not endless.

With this update, admins can now define the maximum number of call attempts allowed per lead.

What’s new?

Admin can:

• enable/disable max attempt cap
• Set maximum call attempts
• Allow or restrict calling Inactive leads

Attempted Allocations:

• Shows only leads that have not yet reached the max attempt limit

Inactive Allocations:

• Shows leads that have exceeded the max attempt cap
• Auto-dialer disabled for these leads
• Bulk Assign is enabled for admins to recycle or reassign
• “Call” button is disabled if further calling is restricted by the admin setting

How to use it?

• Under Configurations → Auto Dialer
• Enable the setting and set the maximum attempt limit
• Choose whether inactive leads can still be called or not
• The system will automatically update the attempt status and move leads accordingly

A simple rule that brings structure and control to calling sequences.

Call analysis is now more customizable. With Insight Rules, teams can define how calls should be evaluated across different processes.

What’s new

• Create Insight Rules with custom call duration ranges.
• Control visibility and access based on user groups.
• Include or exclude specific users from each rule.
• Full rule lifecycle support: edit, delete, enable, or disable rules

How to use it?

Manual Call Analysis:

• To enable manual call analysis for users on an individual level, head to the ‘Team’ tab and click on the user.
• From the Add-ons section, enable AI Call Insights and save.

Auto Call Analysis:

• To set up auto call analysis, go to AI Config → Insight Rules
• Click on ‘Create New’ to create a new Rule.
• Select the process, and set the analysis criteria. You can also select the users whose calls should/shouldn't be analysed and then save.

This feature gives teams control of how insights are generated, making AI analysis more relevant, configurable, and aligned with each process.

Call scoring now becomes fully customizable.

With the new Scoring Criterion setup, teams can define how calls should be evaluated. The scoring model reflects real business goals, compliance needs, and performance expectations.

What’s new

• A default scoring model appears if no custom setup exists
• Create custom scoring models and assign them to specific processes
• Configure both performance and compliance parameters with threshold levels
• Set weightages with built-in validation to ensure the total equals 100%
• Choose from quick presets: Equal, Performance-focused, Compliance-focused, or Balanced

A scoring system that adapts to your workflow, not the other way around.

Evaluating call quality is now easier at a glance.

With the new ‘AI Score’ column in the Call Logs report, teams can instantly see how each call performed, without opening individual call recordings or details.

What’s new

• AI-generated score now appears as an additional column in the Call Logs report.
• Scores reflect call quality based on performance and compliance parameters.
• Helps managers quickly spot coaching needs and improvement areas.
• Enables faster decision-making with consolidated reporting

Better visibility. Smarter insights. Stronger performance tracking.

Side panels will now automatically close when you click anywhere outside the panel, making navigation smoother and reducing extra clicks.

Applies to side panels in:

Allocations, Customers, Interactions, Follow-Ups, Calendar, Call Logs, Rechurn Customers, Team Live Status, Analytics, Communication modules, Team Management, CRM Fields, Data Cleanup, and Data Transfer

A small UI improvement that makes the product feel faster and more intuitive to use.

Runo v6.2 introduces Hybrid Calling - a powerful new addition for Cloud Telephony users! With this feature, users can now make calls using both SIM and Virtual Numbers, giving your team the flexibility to choose how they connect with customers.

Here’s what’s new:

• Dual Calling Capability: Cloud Telephony users can now place calls from either their GSM or Virtual Number.
• Admin Controls: Admins can assign Virtual Numbers to users, individually or in bulk. They can also decide who’s allowed to use GSM, Virtual, or both.
• User Flexibility: Users can choose their preferred number before making a call across all key screens - Allocations, Customers, Interactions, Follow-Ups, Call Logs, and Recurring Follow-Ups.

How to use:
Giving access to multiple users at once: From the ‘Team’ tab, select all the users you want to give access to → click on ‘Assign Virtual Numbers’ at the top → assign the desired number(s).

You can also give access on an individual user basis in 2 ways:

From the ‘Team tab’, click on the specific user → open the ‘User Details Page’ → assign a Virtual Number and enable the permission for both SIM and Cloud Calling.

Go to the Teams tab → scroll to the right → click ‘+ Virtual Number’ next to the user → select and assign the number.

• Unassigning a Virtual Number: Admins can revoke a user’s virtual number by clicking the assigned number and selecting “Unassign”.
• View Detailed Call Logs: Calls are now organized under separate SIM Calls and Cloud Calls sections within the “Call Logs” tab.
• Analytics: Call analytics are displayed on the Dashboard for easy monitoring.

• Set Your Default Calling Mode: Choose SIM, Virtual, or Ask Before Each Call in Settings to control default calling behavior.

With Hybrid Calling, you get the best of both worlds — the reliability of SIM-based calls and the scalability of Cloud Telephony, all inside Runo. 🚀

Manually assigning leads is so last season.

With the new Allocation Rules , admins can now create filters that automatically route leads to the right agents - saving time and ensuring no lead slips through the cracks.

How to use:

• Open the Allocation Rules tab: Under Administration → Allocation Rules.
• Create a new rule: Click ‘Create Rule’ to open the Rule Configuration page.
• Fill in the details: Enter details like rule name, select the Process & add the rule purpose.
• Conditions: Add one or more condition blocks (e.g., Industry = Finance (and) City = Mumbai). You can add up to 5 conditions.
• Assign To: Choose whether to assign to a single user or distribute via Round Robin.

• Save & Activate the rule: Once saved, toggle the rule to “Active”. It’s now live and ready to allocate leads automatically.

Using the rule in lead allocation:

• Bulk Allocation Uploads: When uploading leads in bulk from the ‘Admin Web’, select the rule you want to apply to distribute them automatically.

• Lead Source Integrations: When adding a website form or integration, select the relevant rule to route new incoming leads instantly.

• Allocations Via Public API: When creating allocations through the Public API page, include both the rule name and process name in the request body to trigger the correct automation rule.

For example, if an Allocation Rule named “Outbound Allocation” exists under the “Default Process”, your request body should include: "processName": "Default Process" and "ruleName": "Outbound Allocation"

This ensures that the incoming leads are automatically assigned according to the defined rule logic.

With Rule-Based Allocation Automation, lead routing becomes effortless without the need for manual sorting. Set your allocation rules, and Runo will handle the rest.

Not every number deserves to be tracked, and now, you decide which ones don’t.

With the new Do Not Track (DNT) List , admins can exclude up to 1000 numbers from SIM call tracking.

This lets admins disable tracking for sensitive or internal calls, ensuring privacy while keeping overall call tracking purposeful.

Admins can now:

• Search and view all numbers in the DNT list
• Add new numbers individually or upload in bulk
• Delete unwanted or outdated customers

How to use:

• Go to ‘Configurations’ tab under the ‘Administration’ section → SIM Call Tracking.
• Open the Do Not Track List.
• To add a single number: click ‘Add Number’, enter the contact, and save.
• To upload in bulk: Click Upload Numbers → download the template → fill it with up to 1000 numbers → upload to add them all at once.
• Use the Search bar to find any number instantly.
• You can manage numbers efficiently by selecting numbers from search results and deleting them in bulk.

To add a single number: click ‘Add Number’, enter the contact, and save.

To upload in bulk: Click Upload Numbers → download the template → fill it with up to 1000 numbers → upload to add them all at once.

With the Do Not Track List, your tracking data stays completely in your control, just the way it should be.

Keeping your workspace organized just got easier!

With this update, admins can now deactivate team members directly from the ‘Team’ tab. Whether you’re restructuring teams, offboarding users, or just pausing access temporarily, you can now do it all in just a few clicks.
How to deactivate a user:

• Deactivate multiple users at once: From the ‘Team’ tab, select multiple users → click on ‘Deactivate Users’ at the top → confirm the action to disable all selected accounts instantly.

• Deactivate a single user: On the ‘Team’ tab, click the three dots (⋮) next to the user’s name → select ‘Deactivate User’ to disable their access.

Head to the ‘Inactive’ tab to see all deactivated users and reactivate them whenever you’re ready, right from the same view.

With quick access deactivation, managing your team’s activity is now simpler, faster, and completely in your control.

We’ve made navigating customer details smoother than ever!

Now, the top menu in the ‘Customers’ page stays fixed while you scroll through the interactions, so you can switch between tabs instantly without scrolling all the way back up.

Having Second-guesses during the cleanup process? Not anymore!

Admins can now preview the list of all matched customers along with their count before proceeding with data cleanup.

• During Data Cleanup, click on the ‘Preview’ button next to the matched records count.
• A new tab will open showing the complete list of matched customers, making it easier to review and verify before confirming the cleanup action.

This gives you full visibility into which records are being affected, so you can clean confidently without losing important data.

Ever selected the wrong option in the CRM form and wished you could just undo it?
Well, now you can!

All dropdown menus in the Interaction Form now come with an ‘x’ button that lets you instantly remove the selected option.
A tiny tweak that saves time and clicks because every smooth interaction counts!

We get it… not every column matters every time. With the new Customize Columns feature, you can now choose exactly which columns to display on your tables, giving you a workspace that’s focused.

How to use:

• On pages like Allocations, Customers, Interactions, or Follow-Ups, look for the Manage Columns icon on the top-right of the table.
• Click on it to view the list of available columns. Select or unselect the ones you want to display.

The table view instantly gets updated.

You can declutter your view and focus only on what matters because productivity starts with clarity!

We’ve made Rechurn more flexible.
Now, users can rechurn customers based on either the Updated Date or Created Date, giving complete control over when and how leads re-enter your sales pipeline.

How to use:

When performing a Rechurn, you’ll see an option to select the date range:

• Created Date: Rechurn leads based on when the customer was first added.
• Updated Date: Rechurn leads based on the agent’s most recent activity or modification.

Whether you want to reconnect with leads that were recently modified or those created earlier, you can now pick the logic that suits your process best.

Forgot to log an interaction for an unknown number? Don’t worry, your lead is still within reach.

With this update, you can now add interactions anytime from the ‘Call Logs’ tab, even if you missed it right after the call.

Just open the unknown number’s call log, click ‘Add Interaction’, and fill in the lead details.

Once saved, Runo will automatically create a customer profile in your CRM and link all the details instantly.

A small change that ensures every call counts - because now, even unsaved numbers can turn into new leads.

Getting your analytics data out of Runo just got easier.

From the ‘Analytics’ tab, users can view detailed insights such as call trends, customer stages, top-performing teammates, etc, all in one place.

How it works:

• Go to the ‘Analytics’ tab
• Apply filters to narrow down the data you need
• Click the export icon on any analytics card to download the data instantly

Whether you’re sharing reports with your team or analyzing performance offline, this update makes it effortless to get the exact data you need.

Admins now have the flexibility to delete call records for customers directly from the web app.

From the ‘Call Logs’ tab, select all the calls you wish to delete and click on the ‘Delete’ option at the top.

On the web app , all deleted logs can be easily viewed by clicking the ‘deleted list’ icon at the top of the page.

On the mobile app , you can access the same by opening the ‘Call Logs’ section and tapping the three-dot menu at the top.

This gives admins a cleaner, more organized way to manage call data across both web and mobile without losing visibility into what’s been removed.

Switching between one Process to another in the web app just got a lot smoother.

No more returning to the dashboard to switch Processes, you can now toggle between them from any tab, like Analytics, Call Logs, or Customers.

So if you’re viewing the analytics for Process A and switch to Process B, the data on the page will instantly update to reflect the new Process.

This makes moving between Processes faster and far more convenient.

Admins now have complete control over how webhook errors are managed.

When setting up or configuring a webhook, if an error occurs, you can choose whether the webhook should be automatically disabled or remain enabled for further troubleshooting.

This flexibility helps you prevent unnecessary interruptions and manage webhook behavior in a way that best fits your workflow.

Searching for customers just got simpler.

In the ‘Allocations’ tab, you no longer need to switch between separate options for name and number.

Now, just type either the name or phone number, and Runo will automatically detect what you’ve entered and display the matching results instantly.

A faster, smarter search experience that helps you find the right contact in seconds.

This update also brings finer control in data and permission management for the admins with:

1. Transfer Data to Multiple Users: Admins can now transfer customer data from one agent to multiple agents at once, saving time and ensuring smooth handovers across teams.

2. Advanced User Permissions: Admins can now fine-tune user-level permissions - including the ability to enable or disable ‘Assign Customer’ and ‘Restrict Others History’ options.

WhatsApp isn’t just for chats anymore… It’s now your team’s most powerful sales and engagement channel inside Runo.

With the all-new WhatsApp Business Integration , you can connect your business number directly to Runo and manage every customer conversation from one unified space.

Here’s what makes this integration a game-changer:

• One Centralized Number: Send bulk or personalized WhatsApp messages to segmented audiences using a single verified business number.
• Share rich content: Add images, videos, documents, or even location pins to make every interaction more engaging.
• Unified Inbox & Timeline: Every WhatsApp chat automatically syncs with your calls, emails, and notes, giving you a complete view of every customer interaction history.

With Runo + WABA, WhatsApp becomes more than just a chat platform. It becomes a scalable, trackable sales and customer engagement engine. 🚀

How to Set It Up?

Getting started is easy:

1. Head to the Admin Web section in the Runo web app.
2. Under Integrations , select WhatsApp and connect your WhatsApp Cloud API.

3. Complete the embedded Meta signup form to link your business account.

4. Once done, you’ll land on the Configuration page. Here, you can add or sync your WhatsApp business numbers, map them to the correct Processes, manage connected WABA accounts, and enable or disable numbers at any time.

5. Assign access to specific users. It can be done either individually or by selecting multiple users at once. You can assign WhatsApp access on an individual user level by enabling it in the ‘Add-ons’ section.

6. If you wish to give access to multiple users at the same time, then from the ‘Team’ section, select the users and click on the ‘Assign Add-on’ button.

7. Admins and assigned users can then access the WhatsApp Inbox to message customers, create & manage templates, and collaborate seamlessly all within Runo.

Introducing Runo AI Copilot – an AI Assistant designed to make your day-to-day work on Runo faster, smarter, and a whole lot easier.

Whether you’re exploring Runo for the first time or managing a full sales pipeline, AI Copilot is here to help you at every step. From answering your questions, surfacing key insights, to summarizing call data in seconds, it can do it all.

Here’s what it brings to your experience:

• Ask anything: From “Show me my team’s call performance” to “Summarize last week’s customer interactions,” Copilot gives instant, contextual insights.
• Contextual intelligence: Each response comes with suggested follow-up prompts, helping you dig deeper into metrics, performance patterns, or specific team actions.
• Chat history & summaries: Pick up right where you left off and even generate complete chat summaries when you need quick recaps.

On web or mobile, Runo AI Copilot gives you instant clarity on every call, helping you save time, learn faster, and lead with insight.

How to Use Runo AI Copilot?

• On Web: Click the Runo AI Copilot button at the top right of the navigation bar.
• On Mobile: Access it from the top right corner of the app bar on the home screen.

Once open, simply type your query. Copilot will respond instantly and even suggest follow-up prompts to guide you further.

You can revisit your previous chats anytime or generate a summary of your conversation for quick reference.

For every eligible call, get detailed insights including speaking time, loudness, sentiment, filler words, and call conduct reviews, along with auto-generated summaries, transcripts, and key discussion points.

For AI Call Insights , in the ‘Call Logs’ tab, look for the AI Insights icon on eligible call logs (defined by your admin).

Here’s what the icons stand for:

Clicking the icon opens the detailed report, which includes:

• Speaking Time
• Average Speaker Loudness
• Sentiment Analysis
• Entity Fillers
• Call Conduct Review

Plus, you’ll also see:

• Call Summary
• Transcript
• Key Questions & Issues Discussed
• Notes
• Action Items
• Evidence for Call Conduct

With Runo AI, every call tells a clear story… one that helps your team understand, improve, and perform better with data-driven confidence.

Understanding how your team performs just got a whole lot easier.

In the Analytics tab, under the User Performance section , you can now view detailed insights into each agent’s activity- from calls made to customers engaged… all in one place.

Performance metrics are now allocation-based , giving admins a clearer picture of how effectively leads are being handled and followed up on.

Simply click on the numbers next to any teammate’s name to dive into deeper insights for their individual calls and interactions.

This update gives managers better visibility, helps identify top performers, and makes it easier to spot where training can make the biggest impact.

From the Transfer Data page, you can easily move all customer details (including interactions, follow-ups, etc.) from one teammate to another without losing any information.

With this update, you can now:

• Use filters to narrow down the exact data you want to transfer.
• Get counts to understand how much is being transferred.
• Identify and manage unmatched data , which can now be assigned to a specific teammate.

This ensures that every handover is seamless, transparent, and completely traceable, so no lead or follow-up ever slips through the cracks.

Stay in control of your schedule with smarter follow-up tracking.

You can now set a custom date range for your pending or upcoming follow-ups using the calendar icon.

Whether you’re planning your week or reviewing last month’s activities, this new ‘date range’ filter helps you focus on the right conversations at the right time.

Filling out customer details is now faster and more accurate than before.

You can now select the right city and state values from a dropdown list while adding or editing a customer.

And here’s the best part… once you enter a Pincode, Runo will automatically fill in the City and State for you.

Lesser typing, fewer errors, and a lot more efficiency every time you add a lead.

Zoho integration in Runo got even stronger.

You can now connect not just leads, but also Accounts and Contacts modules from Zoho, so your CRM and calling data stay perfectly in sync.

With this update, every contact and account you manage in Zoho stays perfectly aligned with your data in Runo, ensuring smoother handoffs, cleaner records, and zero duplication.

Get instant clarity on lead ownership without extra clicks with this new UI enhancement.

You can now see the ‘Assigned To’ field right under each customer’s information in the mobile app.

This lets you quickly identify which teammate a lead is currently assigned to, without having to open the full customer profile.

A small detail, but one that makes managing leads on the go a whole lot smoother.

Admins now have more control over team alerts and updates.

From the Configuration page, admins can easily set up and manage notifications for user activities and allocations, ensuring the right people are informed at the right time.

A simple way to stay on top of team actions and keep everyone aligned.

Admins can subscribe, manage, or review billing details - all from one centralized Account & Billing page.

Access & Permissions:

• The Account & Billing section is accessible only to Admins.
• You can subscribe or manage your plan directly from this page.
• Nudges (Subscribe / Manage) appear as CTAs within the app for quick navigation.
• Payments can currently be made only through the Web App.

What You’ll See on the Billing Page:

The page is organized into three widgets:

• Billing & Plan Info: View your current plan details and license information.
• Current Subscription: Manage or change your plan using dedicated CTAs.
• Payment History: Track your past payments and invoices for easy reference.

How to Subscribe:

Subscribing to a new plan takes just three quick steps:

1. Choose a Plan: Select your plan, licenses, and any add-ons.
2. Enter Billing Details: Fill in the company name, billing email, and GSTIN.
3. Confirm & Pay: Review your summary and complete the payment.

Managing an Active Plan:

Even when your plan is active, you can increase the number of licenses, add new add-ons & upgrade existing add-on licenses.

Note: All changes are billed on a pro-rata basis.

Note: Downgrading licenses or changing the billing cycle isn’t allowed during an active plan.

Changing an Inactive Plan:

If your plan becomes inactive, you can:

• Change the billing cycle
• Increase or decrease licenses
• Modify add-ons or add-on licenses

This flexibility ensures your plan always aligns with your team’s needs and growth.