January 2024 Release Notes

New Features

Early Access to Conversation AI Flow Builder

The latest iteration of the flow builder is a significant advancement, offering a more user-friendly interface for the creation, deployment, and management of Conversational AI. This upgrade focuses on simplifying each step, enhanced by a visually appealing redesign. Importantly, it maintains compatibility, ensuring a seamless transition of functionalities from the previous version.

In the new interface: 

• Each step in the flow displays its details and related capabilities. 
• During the iFrame preview, the different steps are highlighted as the flow advances.
• The new and old flow builders are fully compatible, allowing you to edit old flows in the new platform.

You can access our new Automation Flows from the top bar of the old flow builder (studio) or by clicking the new Automation Hub icon in the main menu. 

WhatsApp Read Receipts

Agents using WhatsApp channels can now easily track message status with new indicators:

• One check: Message sent successfully.
• Two checks: Message delivered to recipient's phone or linked device.
• Blue checks: Recipient has read the message.

Marking Message Source on Instagram

The update to Instagram story responses enhances customer-agent interactions. Now, when customers reply to a story posted by the organisation, the original story is included in their message. This feature provides agents with vital context, particularly when multiple stories are posted. This contextual insight improves conversation quality, leading to enhanced customer service and satisfaction.

Enhancements

New Trigger for Conversation Split

Existing conversations can now split and begin anew based on preselected triggers. A new conversation will start X minutes after the last customer’s response (current situation) or X minutes after the conversation status turns to “Resolved”.     

The ability to choose the trigger for the conversation split gives the organisation greater control over the management of the conversation.  By selecting the status change as the trigger, the control over the splitting action is moving from the customer (who is not aware of this issue) to the agent.