🤩 We are launching RCS!

At charles, we've always been WhatsApp-first. But it was never really about one single app. It's about the belief that it's better to have a conversation. And conversations happen everywhere. That's why we partnered with Google to bring Rich Communication Services (RCS) to our customers. Google and Apple have joined forces to make RCS the default rich messaging standard. Since iOS 18, every iPhone is RCS-capable - meaning it works natively in almost anyone's standard messaging app. No download needed.

To celebrate this milestone, we are offering 3 months of RCS for free limited to the first 33 qualifying RCS sign-ups that meet our ICP criteria.

Head over to our dedicated Product Guide section to find out more. If you are interested in using RCS as your new business channel, simply book an appointment with our sales team!

📅 03.03.2026

⚡️ Using existing customer service desk integrations in AI conversations

We have shipped an update to our AI escalation feature. Now, it is easily possible to hand conversations off to an installed service desk, e.g. Zendesk, Gorgias or Freshdesk. Simply chose the "Trigger flow from escalation" option in the escalation settings and build your escalation flow. For more info, please refer to our Product Guide.

📅 04.02.2026

📊 Journey Canvas: Visual refresh for clarity

We’ve refined the Journey Canvas to align with our updated design language—small, visible polish to improve scan-ability and reduce visual noise.

What’s changed

Cleaner node layout: improved spacing and alignment for better readability.
Standardized node colors:
- Message nodes: Black
- Flow logic: purple
- charles functions (Tags, Subscriber Lists): yellow
- 3rd‑party integrations: blue
Simpler connections: connectors and wires are now black to reduce distraction and follow the design system.
Clearer interactable areas: containers with connectors have a light purple background for easy spotting; informational/read‑only containers use a consistent neutral background.

Why it matters

Faster scanning, more consistency, less cognitive load—incremental improvements that make everyday work smoother.

Impact

No functional changes. Your existing journeys continue to work as before.

📅 26.01.2026

📊 Flow Analytics Date Picker

We've added an editable date picker to on-canvas analytics. To see the metrics for the last revision of a flow, please select the "Since last flow change" at the bottom left corner of the date picker.

📅 14.01.2026

📊 Flow Analytics

We have released a new feature that lets you see performance metrics directly on each node in your canvas, enabling you to understand the performance of each message or other node on a much more granular level than before. Another win: you can now get the insights you need right where you are building and editing the flows and can spot funnel performance much faster.

We are already working on improvements, e.g. making the date picker editable. Stay tuned for more updates!

➡️ Product Guide

💬 WhatsApp Typing Indicator

We have added the WhatsApp indicator to our platform. It displays the well-known is typing... indicator when charles is preparing a response to the customer — via flow or agent. This increases the sense of presence on chats and increases chat retention.

📅 13.01.2026

🤖 FAQ Agents Now Support Image and CTA Button

Our FAQ agents can now respond with an image and present a link neatly as a CTA button. Simply add two additional columns, Image Link and URL, to your FAQ knowledge base, then map them accordingly during upload.