September 17, 2025

Listening

Manually Exclude Mentions from Query Results in Content

When reviewing collected listening mentions in the Listening feed of the Content module, you can now manually remove specific mentions from the results, either a single mention (click the trash can icon on the mention tile) or multiple mentions at once (select the mentions and click Remove from query on the multi-action bar that appears on the bottom).

The removed mentions will disappear from the query results and will also be excluded from any analytics.

Learn more:
Content

X (formerly Twitter) Metric Deprecation Announcement

On September 30, 2025, the social media platform X will deprecate the post-level Media views (insights_media_views) metric from their platform.

• X has not announced a replacement metric.
  After September 30, 2025, widgets that use this metric will not receive new data from X.

• Historical data will be available for a limited time.
  After 90 days, Emplifi will delete this metric from X-specific widgets. Cross-platform widgets that use this metric will be unaffected, although data for X will be unavailable.

Learn more:
Available Custom Metrics Definitions
Media views (post)
Unified Analytics - Widgets Overview

Bot

Changes to Settings and Default Behaviors, and Removal of Unsupported Legacy Channels

This release includes:

• Changes to Settings
  We released a new "in-authoring" Settings menu. The new menu is located in the taskbar at the top of the screen. The new menu provides access to a Settings interface for each bot from within the Authoring interface, allowing you to better utilize the recent visual improvements and to make changes in Settings without leaving the Authoring interface.
  Some unused legacy settings were removed, and a few tooltips and instructional texts for various optional settings were updated. The legacy Settings menu was removed from the main Bot "Overview" page.
  In one of the subsequent releases, we are planning to update the main Bot "Overview" page for a better user experience.

• Removal of Twilio WhatsApp
  Twilio WhatsApp is no longer available as a channel. You can still use WhatsApp Business as a Bot channel because WhatsApp Business is directly integrated into the Emplifi platform (see Add an Owned Profile for Your WhatsApp Business Account).

• Updated conversation annotations for escalation queues
  The conversation annotations that are available at escalation to a human agent were updated with additional events to clarify when an escalation has been accepted, declined, or timed out by the agent. These updates provide more details for escalation and containment analytics.

• WhatsApp Business carousel conversion logic
  Because carousels are not available for Whatsapp Business in the same way as they are used in Facebook Messenger, Instagram direct messages, or Webchat due to Meta restrictions and guidelines regarding the use of media assets, we now detect when a carousel asset is used within a bot that is connected to a WhatsApp Business channel and automatically convert that carousel to an interactive message format that is supported on WhatsApp Business. The converted carousel is visually indistinguishable from a typical carousel.
  URL links are not supported as payloads for any buttons on the WhatsApp Business interactive message format.

• Changes to default behaviors
  We updates certain settings, enabling them by default instead of requiring user intervention to enable them. This includes a default timeframe for inserting conversation breaks and automatically enabling that setting in order to populate Containment analytics for any newly created bot.

Learn more:
Emplifi Bot