Console 15.0: Release Notes
Experience a simplified campaign creation process, build journeys that capture more lead information, get improved goals and milestone reporting, and empower live agents with the flexibility to know and do more.
Jump to section
Campaign ManagerTemplates Bot StudioAgent AssistChannelsBilling
Seamless campaign creation flow, and ability to test campaigns
UX enhancements to Prompt Node for easier access
Creating interactive campaigns is now easier. With the new campaign creation flow, you can choose the type of campaign you want to create right upfront. And once you choose ‘interactive,’ you will be taken through the updated flow: Broadcast Details > Audience > Templates > Interactive > Preview.
The updated flow provides a dedicated stage to make the campaign interactive. Furthermore, the journey canvas opens within the interface and you get the option to save the journey in the campaign, so you can revisit it later along with the other campaign elements.
Test Campaigns
Your can now review the campaign experience and make edits, if needed. Before you send or schedule a broadcast campaign, send it to yourself or your peers from the preview page.
Date range in aggregate analytics report
The aggregate campaign reports in the ‘Analytics’ tab will now include a column for start and end dates, allowing you to filter the downloaded report by date.
Check template last updated date
Now view when a template was most recently updated, or its creation date (if no updates made). This allows you to track and manage updates effectively, especially for templates used for recurring campaigns.
New Address Node, WhatsApp Flows & Goals Data Export
Introducing Address Node for WhatsApp journeys
Your business can now collect addresses from users on WhatsApp via the new Address Node. This feature allows for quick and easy collection of user information. Currently available in India and Singapore, the node comes with pre-set parameters to ensure compliance and appears as a form to users. If your business has a saved address, it can be pre-filled and edited by the customer. Users will be prompted to fill in any missed parameters before proceeding. This node is ideal for businesses collecting shipping information, such as food delivery, logistics, eCommerce, or any delivery-based model.
WhatsApp Flows now available to all users on Bot Studio!
WhatsApp Flows is now open to all Bot Studio users, requiring no special configurations. This feature is available across all regions and use cases, with no impact on existing journeys. Read more on WhatsApp Flows here.
Export Goal & Milestone data async
We've simplified access to Goals data with a single downloadable report. Instead of separate sheets for each Milestone, your Goal data now appears in an Excel file with sub-sheets for all associated milestones.
This report includes key customer data such as name, number, customer ID, email, channel, source type, and value. The export button will not appear in scenarios where (a) a specific goal has no data, (b) your milestone count exceeds 100K, (c) the accumulated achieved count for one Goal exceeds 1,000,000, (d) the Milestone achieved count is zero.
To export, click 'Export', define your range, name your file, view the export summary if desired, and download. This simplifies data extraction, reducing the time needed to analyze Goal performance. Note: Exported Goals data can be retained and re-downloaded for 7 days.
New help section for Bot Analytics
We've made it easier for business users to understand the Bot Analytics dashboard with a new help section. Each tab, including Message Insights, Conversation Insights, User Insights, Conversational Path, Journey Summary & Trends, and Exit Nodes, now have detailed pop-ups accessible via the 🛈 icon.
These pop-ups provide a quick overview, definitions of sub-sections, how it works, and recommendations/best practices. They also offer easy redirection to relevant sections of Gupshup documentation for more details.
New comparison metrics in Journey Trends graph
You can now compare new metrics like the number of messages or users, in addition to conversations, in the Journey Trends graph on your Journey Summary dashboard. This provides a more comprehensive comparison between journeys, giving business users more data to make actionable improvements.
Key Enhancements for Optimized Agent Performance, Seamless Communication, and Streamlined Workflows
Updated Agent Summary in Insights
Agent Summary now provides deeper insights into agent performance by consolidating key productivity metrics and introducing new ones. New metrics include - (a) Customers Handled: Tracks the number of unique customers an agent handles within a given period. (b) First Response Time (FRT), Average Response Time (ART), and Resolution Time: Now available in a single report for streamlined monitoring. (c) Handling Time: Measures the time an agent takes to handle a chat, from assignment to open status. (d) SLA Breach Metrics: Shows the percentage of chats where the SLA was breached for FRT, ART, and Resolution Time once SLAs are configured.
Voice notes UI improvements
We've enhanced the voice notes interface for a more streamlined and flexible experience. Agents can now pause and resume recordings, review audio before sending, and receive improved error messages if audio permissions are disabled. Voice notes are limited to 2 minutes, with notifications for recordings that exceed this limit.
Sequencing of messages for RM unavailability
We've improved message sequencing for smoother communication when a Relationship Manager (RM) is unavailable. If a chat is reassigned to a fallback RM or team, an RM Unavailability message is sent first, followed by a Welcome message indicating reassignment.
If the chat remains with the same RM despite their unavailability, a Welcome message confirms the assignment, followed by an RM Unavailability message.
Brands can now enable or disable the RM Unavailability message, providing greater control over communication flow. This enhancement ensures messages are sent in the correct order for a seamless experience.
Transcript API enhancement
We’ve enhanced the Transcript API with new parameters for deeper insights. These include 'Sent for Assignment Time' – the timestamp when the chat was sent for assignment, and 'First Assigned Time' – the timestamp of the initial agent assignment. The 'First Assigned Agent Email' parameter records the email ID of the agent who was assigned the chat immediately after the bot handover, while 'Last Assigned Agent Email' tracks the email ID of the agent assigned just before the chat is resolved. 'Current Assigned Agent Email' captures the email ID of the agent currently handling the chat when the Transcript API is called.
Updates across WhatsApp, Instagram and Web
Configure up to 3 webhooks in WhatsApp
Gupshup allows you to configure webhooks to receive WhatsApp event details from Meta, including message statuses (sent, delivered, read) and system events (template approvals, account status updates).
You can now configure up to three webhooks on the UI, up from the initial limit of one. Additionally, you can choose to receive event details in Meta’s format or Gupshup’s payload format, ensuring seamless integration with your internal dashboards, databases, CDPs, and more.
Simplified onboarding for Instagram
Going live on Instagram is now easier! We've removed the need for Facebook login, reducing onboarding steps. All you need are your Instagram account and login credentials for a swift start.
Additional authentication layer for mobile SDKs
We've added a secondary authentication layer for Mobile SDK users with a Developer Key required to initialize your chat widget. Admins can regenerate the developer key at any time, rendering the previous key inactive.
Implementation of Authentication-International rates to 7 more countries
Starting February 1, 2025, Meta is expanding international authentication rates to seven more countries, in addition to India and Indonesia. The new rates will apply to:
- Egypt (+20)
- Malaysia (+60)
- Nigeria (+234)
- Pakistan (+92)
- Saudi Arabia (+966)
- South Africa (+27)
- United Arab Emirates (+971)
This change does not affect the Gupshup Conversational Cloud User Interface, but please consider the new tariffs when planning your authentication campaigns in these countries. For more details, check Pricing Updates - WhatsApp Business Platform.
For any feedback and assistance write to us at console-support@gupshup.io