December 2023 Release – Unveiling Enhanced Chatbot Features and Innovations

Welcome to our latest updates! Dive into the advancements of our December 2023 release, where we’ve fine-tuned configurations and introduced innovative features. 

Explore enhanced functionalities, streamlined processes, and exciting innovations across various aspects from improved user interactions to efficient feedback systems, we’re committed to elevating your experience. 

Discover the latest tools for seamless management, enriched template creation, and optimized chat handling. Join us on this journey of continuous improvement as we unveil the next level of performance and functionality. Embrace the future of our platform with these exciting enhancements!

We have listed below the recent updated down below, let’s dive deeper into them:

1. Enhanced Configurational Features with Info Icons

In Settings > Config – We have introduced the “i” buttons, which show the functions performed by toggles. 

We have moved up the Feedback sections, where there were two separate toggles for taking feedback from Web-Based Bots and other Channel-based bots. 

2. Control Login Validation on Single Device

This has been updated for agents & team manager roles. This feature automatically logs you out from a previous device when you log in on another device with the same credentials. A notification is also sent out as a pop: “Do you want to proceed with this login? You will be logged out from another device”.

3. Enhanced Campaign Management and Reporting

In the Chat sections, we can now view and download the chats as per the campaign name. We also have added a filter to see the chats per the campaign name in the Live Chat & Assigned Sections, where we can now download the chat data per the campaign in the Archive section.

4. Streamlined Chat Transcript Management

Now, there is an option to download & email the chat transcript by clicking on the hamburger. The downloadable file is in Excel and text format. 

 

The email can be sent to a max of 3 email IDs. The email Format is below attached:

5. Efficient Feedback Collection for Web Chatbots

For web-based bots, users can give feedback whenever they end their chat or the chat is marked resolved from the agent’s end. The teams can enable this by turning on the Default ask for feedback toggle. The responded feedback is stored in the feedback analytics dashboard.

 

6. Button to add Variable while Template Creation

While creating templates, now Agents/Team Managers/Admin, don’t need to enter the variables manually, rather they can just click {{Var}} Button to add the variable. This reduces the probability of manual error while setting the variables.

 

7. Whatsapp Interactive Template – Multiple Buttons

Buttons now have optional interactive components that perform specific actions when tapped. We have now enabled our templates to have a mixture of up to 10 button components in total, although there are limits to individual buttons of the same type and combination limits.

Examples of valid groupings:
Quick Reply, Quick Reply
Quick Reply, Quick Reply, URL, Phone
URL, Phone, Quick Reply, Quick Reply

Examples of invalid groupings:
Quick Reply, URL, Quick Reply
URL, Quick Reply, URL

 

8. Enhanced Text Matching Capabilities for Web Bots

Now, Fuzzy Match is active for web bots. The fuzzy match technique helps identify two elements of text, strings, or entries that are approximately similar but not the same.

For example, if users make spelling mistakes, the bot uses this technique to check the similarity and respond correctly while reading the query.

9. Cloud API Hosting for WhatsApp Business API

We are launching Cloud API, too, which will allow us to use more features and better efficiency in Whatsapp messaging. This API is more beneficial for access to a broader range of data. Also beneficial as it intends to work with data across multiple platforms within the Facebook ecosystem, including WhatsApp. The Cloud API is a better choice due to its unified endpoint and versatility.
The features allowed on cloud API are:

• Carousel Template
• Bot Builder
• Campaign Scheduler
• Template Creation

10. Carousel Templates for WhatsApp – Cloud API

We have now launched carousel templates for WhatsApp, allowing us to send a single text message accompanied by up to 10 carousel cards in a horizontally scrollable view. This is only supported by Cloud API.