May 2024 Release Notes

New Features

Importing Flows

Flow designers can now transfer Flows between accounts or environments using an importing process that lists all the components in the original flow that are missing entities in the new environment. This verification process avoids the flow's failure in the new environment due to misdirected steps or unavailable channels, intents, tags, and knowledge base items.

Dynamic Parameters

Dynamic Parameters enable agents to produce better and more personalised messages to multiple recipients by including relevant customer parameters directly into the composed message. Agents can insert any of the brand’s custom fields and save time, as each message contains the appropriate information.

New Rule Trigger - Routed Conversation Arrival

The Routed Conversation Arrival trigger only activates rules on existing conversations (not new) coming into a specified channel. This filtering on incoming traffic enables organisational teams to strategically focus on managing specific communications with the Rules capabilities.

Flow Builder Variable Selector

Flow builders can now select relevant available variables as they enter information. By typing double curly brackets “{{“ systemwide and flow-specific variables are shown, letting the user pick the relevant ones for quick and efficient selection while avoiding mistakes.

The variable selector capability is available in all areas where variables can be used (rich text editor, input fields, etc.). Variables unique to the flow will appear when selecting "data" as the initial variable.

BI Report Subscription

Any BI user can now receive BI reports directly to their email when they want to gain a snapshot of data-oriented situations and derive informed managerial decisions.

Enhancements

WhatsApp Template Management

WhatsApp continuously evaluates the templates, where templates that generate negative reactions from consumers may be marked with low or medium quality, paused, disabled, or rejected altogether.

To help admins and managers with WhatsApp template management, we enhanced the template summary table with the following additions:

• Each template’s language is recorded separately.
• Filters were added to each column to facilitate searches of current templates based on different parameters.
• The quality status of the WhatsApp template generated by WhatsApp is now listed.
• An email notifies the designated person of the status changes so that a new template can be created, if needed, in a timely manner.