Console 12.0: Release Notes
Find templates more seamlessly, create journeys to capture and share location, make live agent support more efficient with AI Copilot and get button click reports in aggregate analytics.
Templates
Improved Template Search and Sort Functionality
To provide you with greater flexibility in managing and finding templates, we now have enhanced ‘Sort’ and ‘Search’ options for templates.
You can sort templates by:
- Ascending or descending order of names,
- Most recent or oldest updated, and
- Most recent or oldest created
By default, sorting is set to "Recently Updated", ensuring easy access to the latest.
Additionally, you can now search WhatsApp templates by template name, ID, or content (body, header, or footer), making it easier for you to find the right one.
Aggregate Analytics & Personalize
Button clicks data in Aggregate Analytics & Unlimited download of reports & segments
Earlier, Aggregate Analytics didn’t capture button clicks data. This is now upgraded to include Button click metrics, allowing you to compare engagement of all campaigns over a time period.
Second, the download limit restrictions on DLR reports, aggregate analytics and segments are now removed. You can now download these, even beyond 50K records in ZIP files, saving the hassle of downloading reports and segments multiple times.
Bot Studio
Dynamic Flows, New Interactive Nodes, and Enhanced Analytics in Bot Studio
Create dynamic WhatsApp Flows on Bot Studio (Developer Beta)
You can now design and launch dynamic WhatsApp Flows on Bot Studio for use cases including appointment bookings, insurance renewals, subscriptions, and feedback collection.
This update makes way for dynamic data exchange between brands and customers, improving journey completion and engagement. Dynamic WhatsApp Flows allows businesses to create bespoke experiences with the ability to hold the context of previous responses, making use cases like appointment booking and travel journeys seamless.
Introducing New Exciting Nodes for WhatsApp Journeys
We are launching a set of new nodes to improve the bot designer experience and eliminate dependency on the ‘Send Message’ node. A new node dedicated to Stickers on WhatsApp makes conversations visually appealing and engaging, enabling better interactivity and personalization. Second, you can now ‘Request live location’ from customers on WhatsApp via a new node, removing friction customers often face in sharing live location. This ‘Location Request Node’ activates several use cases such as finding the nearest bank branch, or restaurant outlet, and enabling easier last-mile delivery for eCommerce and QSRs.
Lastly, you can now share the exact location of your physical store or branch via the ‘Send Location Node’ on WhatsApp, helping customers navigate with ease.
Reduce drop-offs using Inactivity Reminders on Bot Studio
Driving completion of conversational journeys with customers just got more intuitive! Inactivity Reminders allow bot designers to set up nudges if a customer did not respond to a message that requires an input, for example through a pick-list or quick reply button selection. You can set these nudges for up to 23 hours or 3 occurrences.
So go ahead and reduce drop offs, improve journey completion with relevant nudges at different points of the customer journey.
Track your LLM consumption with ease!
Tracking of LLM API calls and token consumption for Gen AI-powered conversations across channels is now more transparent. Now access data visualizations on your consumption for all your workspaces, and filter by date range, workspace name and LLM used.
Stay on top of project costs, track usage patterns and get support for billing reconciliation.
Track any changes in AI workspaces with Audit feature (Phase 1)
Now track and monitor any changes made across AI workspaces, including actions such as content training/untraining, creation of intents & entities, and updates to workspace settings. AI bot designers can filter records based on date range, workspace name and training status to audit latest workspace training activity.
Export insights from AI Analytics!
Introducing an export functionality to AI Analytics, to help you easily export performance of AI journeys, arming bot teams with insights needed to make enhancements.
Extended access to Bot Analytics data
Your now have the option to view any previous downloads made from Bot Analytics and download again for a period of 7 days, making information readily available for any iterations.
Agent Assist
Making Agent Assist more user friendly
Search canned replies by title and body text
Agents can now search canned replies by not just folder names, but also by title and body text. No more scrolling through folders to find what you need. Simply type / followed by the keyword and get relevant canned replies right there.
Ability to choose tags when transferring chats
On popular demand, tags are now made available on the “Transfer Chat” screen too. This will help agents choose the right tag when they are transferring the chat to other agents. So go ahead and add helpful context for the next agent or supervisors.
Addition of “0” as a wait time for Global Stickiness
You now choose “zero” wait time when defining your Global Stickiness configuration. This will enable the system to transfer chats to the next available agent immediately. Very helpful in case the dedicated RM or agent is not available, such as when they are out sick or are on break.
DIY toggle to set up campaign context for Agents
Sending context of campaigns to agents helps them assist customers better and make them more efficient.
Configure campaign context with a simple toggle. To activate the campaign context for a WhatsApp account, navigate to Agent Assist Settings >> Account Management >> Accounts >> Select External >> Choose WhatsApp >> Enable the toggle button for the Campaign Context on the desired WhatsApp account.
Elevate Agent Efficiency with AI Copilot (Alpha)
We are glad to announce AI Copilot for Agent Assist. The Copilot is designed to empower support teams with real-time, contextual suggestions for their customer queries.
Whether customers need information about products, order status, or troubleshooting support, AI-generated responses help reduce response time and increase accuracy. Write to us today to get early access.
Web
Pre-Chat form, flexibility to choose font styles and UI changes to Web chatbot
Web now comes with Pre-Chat Forms. The form will help you stay compliant with customers, for example, to get consent from new users on terms and conditions before starting a chat.
Enable the feature by heading to Web settings. With a dedicated tab under Settings, you can design the Pre-Chat Form best suited to your business needs.
Web now also comes with features to customize font styles. Choose from a list of default fonts or add a custom style as per your brand guidelines.
Among other enhancements, you will be able to change the size of the Web widget icon on your website and app, and will also notice an overall improved UI of Web chatbots.
Click to Chat Ads
Intuitive User Interface in Click to Chat ads dashboard
The click-to-chat ads interface is now more visually appealing and functional, helping you access the information you need with ease.
What has changed:
The Campaigns page now offers more granular details. With just a scroll you can view the Campaign Objective, Bid Strategy, Budget, Remaining Budget, and Number of Ads created in the Campaign.
Similarly, you get details such as Daily Budget, Lifetime Budget, Bid Strategy, Remaining Budget, and Ads created right on the Ad Set page.
And on the Ad Management page, get a refined experience of linking ads to bots, setting automated remarketing campaigns, and quick access to critical information such as CAPI status, Ad Diagnosis, Ad Attribution, and more.
Along with these, you will find overall UI improvements in the ad management process.
Wallet
Availability of wallet statements in Excel; in addition to PDF
As per your request, we are now adding excel as another default format for account statements.
From now on, whenever you request for an email of your statements, you will get it in both Excel and PDF file formats, helping you with further analysis.
For any feedback and assistance write to us at [email protected]