Create even more intuitive conversational experiences with newly introduced capabilities in Bot Studio, gauge richer insights with new filters in bot analytics and boost agent productivity with new Agent Assist and assignment rules

Quick Access to Templates from the Navigation Panel

Templates are now available on the left panel under Campaigns. The dedicated tab provides quick access, making it easy for you to check existing templates or create new ones.
More updates coming in Templates in March. Stay tuned!

More Personalized and Intuitive Journeys with Dynamic Carousels and Synonyms

Bot Studio now allows you to create more personalized chat experiences for your customers with these cool features:

Dynamic Carousels for Instagram and WebApp

You can now make your carousels for Instagram and web channels dynamic and tailor content, images and reply buttons based on the customer response. Imagine the ability to showcase an apparel carousel of only a given color or style type because the customer prefers that. Or the flexibility to refresh the content of your top-selling products carousel in real-time. Wouldn’t that lead to higher conversions? To make your carousels dynamic, toggle the “Dynamic” toggle button on the node and select the JSON element(variable) to fetch the Card contents.

Variable Modifiers

Now tweak the values contained within messages, be it in messages from customers or bot replies to customers. This helps you maintain data hygiene and deliver a better experience; for example - you can capitalize the first letter of the names of customers every time you address them, regardless of how it is stored in your database. Or when a customer shares their phone number with you, you can prefix that with the country code, ensuring clean data storage.
There's flexibility to modify these values in 19 different ways.

Synonyms for List and Reply Buttons

You now can make conversations more intuitive by defining synonyms for List and Reply buttons; thereby enabling your bots to trigger relevant responses or journeys when customers send a manual response instead of selecting from the List or Reply Buttons.

For example, if your list contains categories such as Shirts, T-shirts, Jeans, and Trousers, and the user sends a manual reply “Shirts”/”Shirt/कमीज़” instead of clicking on “Lists” >> “Shirts”, the bot can still trigger the accurate journey, since the synonyms are in place. Configure synonyms under “More Options’ on the list node, and map synonyms to specific journeys.  

Apart from these cool new features, you’ll also find a “Test Bot” widget on the “Journey Canvas”, making it possible to test bots right as you create them.

Conversational Insights by Source Type in Bot Analytics

Bot Analytics is now richer. With a new filter for “Source type”, you get a quick glimpse of where your customers are starting chats from i.e. ads, marketing campaigns or organic entry points. This can help you optimize your marketing and chatbot promotions.

Apart from ‘source type’, you can filter bot analytics by channels, to get a view of engagement on specific channels. Note: the filter currently doesn’t apply to live metrics, and we plan to make it available in subsequent releases.

Maintain your Brand Experience with the right Chatbot Colors

More colors to choose from for your web chatbots, along with a custom color option in display settings of WebApp. All this in addition to the bot avatars and images. 

The welcome message now also supports emojis, so go ahead add personality to your welcome messages and make them fun! 

We realize that some of you faced a distorted web chat experience on mobile. This bug has now been fixed, so go ahead and engage your customers who on your website and mobile app alike.

Journey Testing for Instagram Bots

Instagram is now available under ‘Proxy’ within the channels tab. The feature will help you test your journeys on the Instagram interface just like you do for WhatsApp.

This is aimed to make your bot journey creation more efficient, by allowing tweaks before publishing on Instagram Direct Messenger.

Updated Assignment Rules, Chat Interface, Analytics and Introduction of Webhooks and APIs to Improve Agent Productivity

Agent Assignment Rules are now more efficient to bring accuracy to agent productivity metrics.

1. Addition of ‘Waiting for Assignment’ and ‘No Rules Matched’ queue

Unassigned chats that pile up due to agent unavailability or the chat threshold being reached will now be moved to the “Waiting for Assignment” queue. These chats will later be intelligently assigned to the next available agent; removing the need for manual intervention. Similarly, chats that don’t fit predefined assignment rules will get grouped under the “No rules matched” queue.


2. Flexibility to move ‘Pending’ and ‘Waiting on customer’ chats out

You can now choose if you want to keep the ‘Waiting on customer’ and ‘Pending’ chats outside an agent’s threshold. The flexibility will provide a more accurate calculation of agent's performance. For example, if an agent moves any chat to ‘Waiting on customer’ status, then they have availability for one more chat, helping customers that are active.


3. New assignment rule for chats outside of business hours


Chats initiated by customers during non-business hours can either be assigned to agents during the next business hour, or get routed to bots, or marked as closed. Configure this based on your business, for example, if you are a restaurant that operates only during the day, you can filter out chats that you receive at night.

Upgraded Chat Inbox

The chat inbox has a new look and feel, giving agents and supervisors a cleaner experience. Managers can also gauge conversations better with two new features

Chats under ‘Waiting for assignment’ and ‘No rules matched’ will have a team tag attached. Click on the tag to fetch all the chats under that bucket.


Download chat option is now moved to right navigation panel making it more accessible.

Message Type Customization

You can choose to configure what message types are available to agents:

Attachments: Once disabled, the agents will not be able to send attachments

Bulk actions: Once disabled, the agents will not able to take bulk actions

Emojis: Once disabled, the agents will not be able to send emojis

Voice Notes: Once disabled, the agents will not be able to send voice notes

Richer Chat Analytics

Chat analytics has an improved UI and comes with new metrics. These include chats handled by bots and agents, chats waiting for assignment and chats in ‘No rules matched’ and ‘Awaitng reponse’ bucket.

Along with agent summary, now also get team summary.

Sync Customer Properties and Actions from Internal & External sources

With our new API, brands can seamlessly sync customer properties and actions from various bot journeys crafted within Bot Studio or any information stored on external systems such as CRM with Agent Assist. Agents get more context about the customer and can assist them better.

To access the API, write to us a console at [email protected]

Trigger Chat Reminder and Assignment Notifications from 3rd Party Systems

Agent Assist now allows use of webhooks to configure an API, and receive events that can trigger notifications via 3rd party systems, such as your app, CRM, etc.

You can receive events such as:

Reminder Events: Events that are triggered when Agent Assist is sending reminder to the customers in case of inactivity

Assignment Events: Events that are triggered when a chat is assigned to the agent

For any feedback and assistance write to us at [email protected]