Release Notes - 11/03

Created by Mahaboob Zulfa, Modified on Thu, 13 Mar at 5:53 AM by Mahaboob Zulfa

TABLE OF CONTENTS

Team Inbox
Automated Responses
Business Hours Configuration
Rich Content Editor
Template Messages for Expired Conversations
Enhanced Conversation Search
Message Type Distinction

New Features & Enhancements

Team Inbox

We have introduced a new "Inbox" category under Admin Settings for better conversation management. This new section helps extend WhatsApp's 24-hour messaging window and includes an "Auto-replies" tile that enables automated messaging without agent intervention. When a customer replies to a conversation, a new 24-hour window automatically begins, allowing continuous support while managing timely responses to improve overall customer experience.

Automated Responses

We have implemented a comprehensive suite of automated response options to improve customer engagement:

Away Messages: Automatically sent when conversations occur outside business hours, informing customers that agents are away and will respond later.

Welcome Messages: Triggered when a first-time contact initiates a conversation or when a contact's status changes, providing an immediate acknowledgment.

Response Delay Updates: Configurable from 5 minutes onward, these messages are sent when an agent hasn't responded within the specified timeframe, keeping customers informed about expected wait times.

Conversation Reminder Messages: Sent to customers when a query appears resolved but requires confirmation. These reminders can be configured between 10 minutes and 23 hours, helping to properly close resolved conversations.

Business Hours Configuration

We now support configurable business hours, allowing teams to specify availability by day, time, and time zone. Business hours settings are required to enable Away and Welcome messages, while Response Delay and Conversation Reminder features can function independently of business hours configuration.

Rich Content Editor

We have integrated a powerful editor for creating auto-reply messages with rich formatting options including bold, italic, and strikethrough text. The editor supports placeholder values that automatically populate with personalized customer data from the system. AI assistance is also available through the Zenie icon, which can modify content length and optimize messaging. The editor fully supports multiple languages as permitted by Meta.

Template Messages for Expired Conversations

We have introduced Template Messages functionality within the conversation panel, allowing agents to restart expired conversations. These pre-approved templates can be personalized and sent as transactional messages, reopening conversations when customers respond.

Enhanced Conversation Search

We have implemented a powerful global search function for conversations, allowing agents to find relevant interactions. The search automatically prioritizes the most recent conversations and includes comprehensive filtering options such as conversation time, status (open, resolved, expired), WhatsApp business number, and tags. The system supports up to 10 tags per conversation for precise organization and retrieval.

Message Type Distinction

We now provide clear visual indicators to help users distinguish between different message types: flow messages, agent messages, and conversational/auto-reply messages, which has four different icons. This visual differentiation improves conversation clarity and helps agents better understand interaction context at a glance.