Enjoy enhanced user experience, and gain deeper insights into performance metrics across templates, agent interactions, WhatsApp, and AI conversations.

Improve message performance with template comparisons and text formatting options

Wondering which templates are performing better? You can now compare templates based on block rates and identify what is received well by your audience, and optimize messages across marketing, utility, and authentication categories.

And if you want to highlight certain words in your message, we have just what you need.
You can now format the text of the body content - choose from bold, italics, underscore and strikethrough, and also manage lists better with bullet and numbering.

Smart validations in Campaign Manager

Campaign Manager now supports the validation of phone numbers and the fallback values defined for attributes. If there’s a mistake in the contact list or variable fallback in the template, the system will upfront flag the issue, helping you troubleshoot easily.

Richer bot journeys and insightful conversational analytics

Engaging WhatsApp templates like Carousels & Limited Time Offers in bot journeys

Now launch new WhatsApp templates like Carousels and Limited Time Offers using Send Message Node on Bot Studio. To set it up, select the template you want to go with using the respective payload during journey creation. For developer access to this update, write to us at [email protected].

Track changes made to bot journeys via the history icon

The journeys listing page now has a ‘journey deployment history’ icon which shows the logs of recent successful journey deployments done on Bot Studio. This applies to all journey types other than Configuration and allows admin users to track when the last changes were done on any journey with ease.

Bypass redundant questions in your customer journey with Skip Node

Quick Reply, Reply, and List Nodes now come with Skip node to help streamline customer conversations by having the bot bypass questions for which customer inputs are already available.

For example, a lead generation flow that is designed to collect specific customer information will skip questions that are redundant because the customer has already shared their email address, city, etc.

Understand AI Bot performance with AI Analytics

The newly introduced AI tab under the Analytics panel in Bot Studio will help you know which journeys or workspaces, and their linked content have been performing well and identify patterns to apply across similar journeys.

You get data on aspects like intents identified/ unidentified to help understand where the bot can provide accurate responses or not. Also track the total utterances and queries the AI model can automate and handle. These can be FAQs in the case of generic workspaces or Product Search, Q&As in the case of commerce workspaces.

Import or export intents & entities using Settings

Looking for an easy way to download and re-train your intents and entities to improve AI performance? You now have this functionality available in the ‘Settings’ tab in the respective workspace, where import/export via zip folders is possible. Situations this may come into use include importing or exporting your intents and entities across projects.

Step-by-step tutorial: How to create a Gen AI Bot

Are you new to setting up Multiple AI Workspaces? Catch the virtual tour at any point of the AI bot creation process and get guidance on creating workspaces, intents, and entities, the content upload process, and utterances training.

For a refresher on Multiple AI Workspaces, read here!

Self Monitoring Dashboard in Agent Assist and negative agent mapping based on feedback

Introducing the new Agent and Supervisor Live Monitoring Dashboard! This powerful tool provides real-time updates and enables teams to effortlessly track their performance and gain valuable insights into their productivity.

Besides helping agents gauge your self-performance you can now prioritize customer satisfaction by directing subsequent chats away from an agent who received negative feedback from a particular customer. This ensures a fresh start for the customer and reduces the possibility of concerns remaining open for long.

More flexibility in ad creation, and improved UI in Click to Chat Ads

Click-to-chat ads dashboard has new features to help you create more targeted ads and better navigate the dashboard with an improved user interface.

More Flexible Ad Creation

If you have opted for the ad creation capability, you can now save ads as drafts and publish them later.

Further, while creating ads you will have the option to also choose an Instagram account, along with a Facebook page. When defining your target audience, you can go granular and narrow your targeting to city level, and not just country. To get access to ad creation capability write to us at [email protected]

Improved User Interface

Finding your past campaigns is now easier. The Campaigns tab under Ad Management allows search by name and filtering by creation source, i.e. Facebook Ads Manager or Gupshup Click to Chat Ads and creation date.

Apart from this, you can also pause and activate all ads within a campaign with a simple toggle, copy a campaign ID in just 1 click, know the ad creation dates, number of adsets, and ads within a campaign including ads linked to bots vs not linked to bots from the Campaign tab itself. This is aimed at making ad operations simpler and we’d love to get your feedback on these changes.

Know how ads contribute to sales and business with the all-new Ad Attribution API

You can now attribute actions taken by prospects on external platforms, such as your website and app to your Ad campaigns. With the help of Attribution API, your Click to Chat Ads dashboard can be configured to receive events when prospects acquired by ads make a purchase, subscribe, update wallet, download/ install apps or book an appointment on brand assets.

The actions will be automatically attributed to the ad campaign through which the lead was acquired, giving you a better understanding of ad effectiveness. Clear attribution can help inform your remarketing campaigns, for example by excluding users who have already taken the intended action like making a purchase.

View the metrics in the Ad Attribution tab under Insights Dashboard. Compare ad spends to customer actions such as downloads, and purchases and assess conversions, cost per conversions, and revenue impact of the ad campaign.
To get access to the Attribution API, reach out to us at [email protected]

Create a persistent menu for web chatbots

Web channel now comes with a new persistent menu feature to help you create a list of key topics as a conversational menu. This provides your customers easy access to these topics at any time by navigating to the hamburger icon(three lines) at the bottom left corner of the chat interface. You can keep these topics for options like Explore latest arrivals, All categories, Past orders, Support, etc.

To configure the persistent menu, head over to Settings>>Persistent menu tab in the Web channel. To know more, click here.

Introducing Organization Analytics and Template Filter in WhatsApp Analytics

Organization analytics provides you a view of all the conversations across all your projects and WhatsApp Business Accounts. So if you are a business with multiple business units, or a large conglomerate with several projects for different brands, functions and departments, this is for you.

Additionally, WhatsApp Analytics, available as “Analytics” in the left panel, now has a Template filter to help you dig deeper into channel performance.

Further, the Account ID filter, added in the April release to help you gauge channel performance by different accounts (in case you have opted for multiple Gupshup Accounts linked to a Common WhatsApp Number), is now made available in DLR reports. You can view the reports by different account numbers and use them offline for further assessment.

Capability to Select and Self-Assign Overdraft Limit for Prepaid Users

If you are a prepaid user, you can now assign yourself an overdraft limit. Gupshup Converse is configured to calculate your custom credit limit based on your Wallet history. Just choose an overdraft value within the limit for your account.

As your consumption increases with time, so will your credit limit, ensuring that your campaigns don’t fail due to a low balance.

Gupshup Converse now in Spanish

In our efforts to localize the platform, we are now making it available in Spanish. This is in addition to Portuguese that was introduced earlier. You can change the language by heading to your Profile>Select Language.

You will also notice UI improvements in the homepage, manage projects, Extensions and profile dropdown menu.

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