Experience upgraded templates user interface, create ads from click to chat ads manager, sign up for trigger-based campaigns, and explore new features in bot studio to create seamless conversational experiences.

Upgraded UX for Templates

We are happy to roll out the new look for Templates! This makes the preview and navigation of templates across marketing, utility and authentication categories more intuitive.

A card-like interface shows you the end user experience in addition to template quality rating, approval status, header, body and footer content. You also get quick access to manage each template such as edit, copy, clone, test and delete.

The improved search functionality, new filters by category and status allow for faster discovery.

NEW Automated Campaigns: Set and Forget! [Beta]

In addition to broadcast messages, we’re now introducing trigger based campaigns. This will enable you to set up triggers to send relevant, timely messages to customers based on their actions or attributes. For example, when they take an action such as place/ cancel an order, abandon their cart, receive an order, or read your last message.

An easy drag and drop interface helps you automate these messages across the customer lifecycle, without having to manually intervene every time. ‘Automated Campaigns’ comes with four nodes: trigger, hold, decision, and message template - that help you define custom paths based on events. Curious how it’s working? Check the performance of these campaigns at an overall and node level.

Note: Automated Campaigns is currently available on request only; and is available only for Shopify merchants. For early access, write to us at [email protected]

To learn more about Automated Campaigns, click here.

‘All Campaigns’ is now ‘Broadcast’ + improved interface

As we introduce Automated Campaigns, “All Campaigns” which denoted standard broadcast campaigns is renamed as ‘Broadcast’.

The campaign list interface of Broadcast has been upgraded to show type, status and performance metrics such as delivery, read and click-through rate upfront.

New segmentation capabilities in Customer360

Customer360 now offers additional filters based on the properties of the events you select while creating segments. For example, while creating a segment for abandoned cart, you can further specify the minimum cart value; or when creating a user segment for those who have read a message, you can be more precise and mention the campaign ID.

This will allow you to create micro-segments and tailor campaigns for this audience.

Apart from additional filters, you can also create segments based on business metrics such as total revenue and average order value, making it easy for you to target high or low value customers, and nudge them.

Features to create seamless conversational experiences in Bot Studio

Let customers revisit old buttons in chat anytime

While creating either an interactive campaign or an ad journey, you now have the option to make a button stateful (in other words, persistent) and map a user journey to it. This tells the bot to restart the journey mapped to that button whenever a user clicks on it, regardless of time elapsed.

It comes in handy for scenarios when a user decides to revisit an old conversation and clicks on the button. You can use this for CTA buttons on evergreen topics such as main menu, top categories, product category, and more.

Get more flexibility with AI in Start Node 

Previously, while configuring the Start Node, you could choose the AI trigger just one time per journey. With the latest update, this AI trigger can be selected up to 5 times, helping you configure journeys that are triggered by unstructured customer inputs. This is in addition to any structured triggers added in your journeys, intended to make your end customer experience seamless and hurdle-free.

Easy content training access in AI Node 

While configuring the AI Node, you will now see a newly added ‘Workspace’ option, where the content and content tags the AI bot needs to be trained on can be added while setting up the node itself.

One bot across all your business verticals is now possible 

As an AI Admin user, you can now create multiple workspaces to design bot journeys for your sub-brands/ business units or sub-verticals and aggregate all in a single bot. Simply put, this enhancement allows you to provide your customers with one common point of interaction. These workspaces can either be for Commerce AI or Generic.  

We are also bringing horizontal AI capabilities into your workspaces, so you can create custom intents, entities, and utterances for each workspace. Content tags are a new addition, and allow you to train catalog or content, and add specific tags, improving accuracy in bot responses. To configure any settings you want applied to the entire workspace, we have introduced a new Settings tab.

Update to Existing AI Journeys 

For any existing AI bots, your intents and entities will be migrated to a Default Workspace. Your previously created workspaces will be migrated as-is, with additional automatically generated intents.

In generic workspaces, these appear as FAQs, and in a Commerce workspace, as Product Search/ Q&As. Your Start Node will now showcase the Default workspace and intent name.

You can view your migrated Default Workspace under Bot Settings. For all existing AI journeys, your primary intent and journey workspace will automatically be set from the Start Node using the AI trigger.

Enable Timeout on Prompt Node 

You can now set a timeout using the wait-for-event condition on the Prompt Node, to set a stipulated time for accepting customer inputs. If no input is received within the time, the fallback option or journey will be triggered. The maximum timeout duration is 60 minutes.

For example, if an online grocery delivery service is collecting customer details for the completion of a daily or weekly subscription, the brand can pre-set 5 minutes as the time within which a customer must respond, failing which, a fallback reminder to respond to continue with the subscription set up will be sent.

Introducing Location CTA in Send Message Node

You can now get a user’s current location as a response by including ‘Send location’ as a CTA button. This CTA can be used by businesses that require the customer’s location for deliveries, pick-ups, installations or repairs, and at-home services, among other use cases.

If you would like to use Location CTA in Send Message Node, write to us at [email protected]

Click to Chat Ads creation - now without logging in to FB Ads Manager

If you have opted for Gupshup Advertise (Click to Chat Ads), we’re happy to share that you can now set up click to chat ads right from the Gupshup dashboard. This will save you the trouble of juggling between Facebook Ads Manager and Gupshup dashboard. You can just use the Click to Chat Ads Manager to create an ad, attach a bot journey and set up automated remarketing.

And if you have a writer’s block, get Gen AI to work for you. Get primary text, headline and description suggestions for your ads. Give it a try now!

Apart from the Ad creation capability, a new feature helps you diagnose ad configuration including journey, milestone and retargeting setup - helping you know about specifics that need attention.

And a note about Conversions API - a mechanism to send engagement events from Click to WhatsApp Ads to Meta to help optimize ad targeting on Facebook and Instagram.

Ad analytics now comes with a tab for Conversions API, giving you a view of the status of events sent to Meta.

To sign up for Conversions API write to us at [email protected]

More transparency in WhatsApp Analytics

WhatsApp Analytics now comes with new filters to view the channel performance by account number. If you have opted for multiple Gupshup Accounts that are linked to a common WhatsApp number, the filter lets you view channel performance by individual accounts thereby making it easy to compare the consumption shown in analytics to your invoices for higher transparency.

Analytics now also shows the reasons for message failure by error code.

Upgraded WebApp channel

The new version of WebApp is available as ‘Web’ under Channels. This comes with more stringent security settings, allowing you to secure the hosting of your web bots by domains, blocking its publishing on any unauthorized website or app.

We urge you to take the time and switch your configurations from ‘WebApp’ to ‘Web’. Follow the steps mentioned here.

Overdrafts visibility in Wallet to help you recharge in time

If you are a prepaid user who has opted for overdrafts, your wallet is updated to show the overdraft credits. This will help you to stay informed about your available overdraft credits

If you would like to apply for Overdraft, write to us at [email protected]

Customer-agent relationship rule in Agent Assist

Agent Assist new feature aims to maintain a better customer experience by maintaining continuity

1. Global Stickiness Rules 

You can now establish a temporary association between a customer and a particular agent for a specified time with the new ‘Global Stickiness Rules’. This ensures continuity in service by allowing customers to reconnect with the same agent if they reopen a chat after resolution.

2. Settings-Overview page 

Agent Assist settings now has a new Overview page. If you’re a user with admin access, navigate to ‘Settings’ tab within Agent Assist and discover a wealth of resources curated to assist in tuning the basic settings.

3. Help Widget 

A new help widget in Agent Assist is now available to help you access valuable modular information such as definitions of specific settings, crucial configurations, and direct links to comprehensive documentation of features right as you use the module. Find the Help icon inside the individual settings you are working on.

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