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Upcoming Feature: Automatic URL Previews in WhatsApp Messages

  • 1.  Upcoming Feature: Automatic URL Previews in WhatsApp Messages

    Posted 09-25-2025 08:11

    Hello everyone,

    We're excited to share that coming soon you'll be able to include rich link previews in your WhatsApp messages-without altering your current workflow!

    What's changing?

    • Text Messages (Rich Text Builder): No change-you'll continue to insert links exactly as you do today.
    • WhatsApp Messages: The first URL in each message will automatically render a rich link preview by default. If multiple URLs are present, only the first one will display a preview. Link previews are only visible to the WhatsApp end-user on their device; previews will not be visible in the Agent Workspace.

    How it works under the hood
    URL normalization and formatting are handled entirely on our backend, so there's no setup or configuration required on your end.

    Why this matter

    • Instant Validation: customers can visually validate that the links are correct before clicking, reducing clicks on broken or mistyped URLs.
    • Better Engagement: Recipients see a snapshot of the shared content, which drives higher click-through rates.
    • Zero Disruption: There are no breaking changes-once this update goes live, link previews will simply begin appearing to end-users in their WhatsApp conversations.

    Next steps

    • We will update the Resource Documentation with the new URL preview behavior and normalization details.
    • The forthcoming release notes will include version specifics and the official rollout date.

     If you have any questions or feedback in the meantime, please post them here!


    #Integrations

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    Rajeswari Varunkumar
    Senior Manager, Product Management
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  • 2.  RE: Upcoming Feature: Automatic URL Previews in WhatsApp Messages

    Posted 09-29-2025 04:48

    This sounds like a good improvement. 

    We are also keen to understand if this is a precursor to being able to use CTA buttons in WhatsApp messages that are generated via a Bot flow. Equally, is there any view on whether embedding a video in a response is something Genesys are going to support?

    These last two seem to be fairly common on other platforms, so would be good to see Genesys catch up on these.



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    David Halliday
    Applications Team Leader
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    Original Message


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