Here’s What’s New From July 2026 || Kommunicate Product Updates

Updated on August 4, 2026

Collect data through WhatsApp forms, train your AI agent on Freshdesk help articles, mask sensitive customer data automatically, and pull in every tab of a spreadsheet – not just the first one.

Here’s everything we shipped in July 2026 at Kommunicate.

New Features

Capture data with forms in WhatsApp

You can now collect information from customers directly inside a WhatsApp conversation using forms – no need to send them to an external page.

Kommunicate WhatsApp Flows announcement showing an in-chat form with name, phone number, email, address, and pincode fields. — WhatsApp Flows in Kommunicate

Use it for:

Collecting customer feedback
Capturing and qualifying leads
Scheduling appointments
Registering users for events

How to turn it on

Forms are activated through a payload in Kommunicate. Below is a sample payload your developer can use as a starting point – the key fields are the form’s message text (body.text) and its flow ID (flow_id).

{

"platform": "kommunicate",

"metadata": {

    "contentType": "300",

    "templateId": "18",

    "flowData":

  {

"type": "flow",

"body": {

  "text": "Please fill out the registration form"

},

"action": {

  "name": "flow",

  "parameters": {

    "flow_message_version": "3",

    "flow_id": "123456789012345",

    "flow_cta": "Open Form",

    "flow_token": "user-123",

    "flow_action": "navigate"

  }

}

}

}

}

Train your AI agent on Freshdesk Knowledge Base articles

Your AI agent can now learn directly from your Freshdesk Knowledge Base, so it can answer customer questions using the same help articles your support team already relies on.

Freshdesk help center with a search bar and cards for reporting an issue, browsing solutions, meeting the community, and viewing tickets. — Freshdesk Knowledge Base

All you need is your Freshdesk API key, your subdomain, and the article category you’d like the agent trained on.

How to connect it

Go to your AI Agent, then open Knowledge Source.
Select Freshdesk.

Kommunicate agent builder Knowledge Source tab showing Zendesk, Salesforce, Freshdesk, and HelpCenter as selectable knowledge bases. — Select Freshdesk as a knowledge base

3. Enter your API key and subdomain, then choose the article category to train on.

Freshdesk setup screen in Kommunicate with fields for API key, subdomain, and article type, plus steps for finding your Freshdesk API key. — Connect Freshdesk with your API key

Data masking for secured conversations

We’ve added data masking so personal information shared in a conversation – like phone numbers, emails, or card details stays protected. Your customers’ personal data can no longer be viewed on the Kommunicate platform.

Kommunicate conversation inbox with data masking applied, hiding email, phone, card, and PAN details behind rows of X characters. — Data masking in conversations

To enable data masking, follow the below steps:

Click on Settings > Chat Widget > Configuration > Security > Mask sensitive information
Select the type of data you would like to hide

Kommunicate chat widget security settings with the mask sensitive information panel open, showing toggles for cards, phone numbers, email addresses, and custom regex. — Enable data masking in settings

Train your AI agent on multiple spreadsheet tabs

Previously, your AI agent could only train on a single tab of an uploaded spreadsheet. Now it can train on every tab in the file at once.

Support ticket training spreadsheet with three tabs highlighted at the bottom, showing data an AI agent can now learn from across every tab. — Training data across multiple tabs

This makes it easier to keep training data organized by product line or use case, without the extra step of splitting each tab into its own file before uploading it as a knowledge source.