Release Notes February 2023

Release Notes - 28th Feb 2023

As part of our monthly deployments, we had a release on 28th Feb 2023. With this release, we released a few new features, resolved and enhanced several customer requests/enhancements and took another step forward to better solving our customer’s problems and use cases.

Following is the summary of the changes :

Portal & Bot

Windows Optimization

The current sprint focussed on improving the experience for customers using Windows OS to login to the portal. Specifically, agents spending time on the LiveChat / Inbox modules will find an experience optimized for Windows.

Bot V2 migration

In the current sprint, we also focussed on a seamless migration approach for customers to move to the Bot V2 UI on their web bots. Essentially, customers opting for the new UI would be able to upgrade to the new UI in a hassle-free manner.

Cosmetic improvements were also made to include emojis in the content for SMOs and RUD nodes - this would make the messaging more emotive and friendly.

Mobile App

UX Improvements

Continuous progress made to the mobile app include UX improvements, improvements made to buttons and banners, header changes, my account screen, advanced filters, user list screen, My conversations. Cumulatively, all these changes would provide for a much better experience to the agents who use the mobile app.

Artifacts for WL

Progress was also made in the current sprint towards the approach for whitelisting the mobile app and the artifacts needed for whitelisting.

Billing & Analytics

'Download' option for detailed LC productivity data

Base level data which underpin the productivity metrics for Agents can now be downloaded - customers can use this information to make informed decisions based on their custom analyses.

Inbox & Live Chat

Custom Attributes/filters for agent role

Agents will now get access to advanced filters. This feature will further improve productivity of agents.

Email Channel

Several improvements were made to the channel during the course of the sprint. This should once again help position email as yet another option for agents to communicate with end customers.

Detailed Logs

Detailed audit logs will now be the default view to track agent activity. This is an important source of transparency to business owners. These logs will also be visible in the OneView itself for Owners and Supervisors. The audit logs will also be able to differentiate whether the agent has signed in from the portal or mobile app.

Partnerships

MS SSO

The Webview node has been further enhanced in the current sprint the MS SSO option. Enterprise clients with security requirements based on MS SSO can now use this feature to further build out their use cases.

Custom Subscription plan timelines

Partners can now create and design custom plans for their clients using this feature. This provides further flexibility and ease of doing business.

Enforcement Levels

Customers with dues remaining to be paid can have their accounts enforced with multiple levels - this helps in keeping the bot active and preventing disruption to basic services while restricting further usage of the platform.

Enhancement to Template message

This new feature allows an action to be performed given the success, failure or delay in receiving status packets from a WhatsApp template message. For customers to whom there is a strong use case to have alternative approaches to message delivery, this is a very beneficial feature.

Platform

Generate cURL for Message Templates

Technically sophisticated customers who would like to use cURL to manage WhatsApp template messages can now get the cURL generated from the portal itself. Again, this increases the flexibility of use-cases.

Choose URL Analytics

The current sprint also included an option for clients to choose if they would like to capture analytics associated with URL in the case of CTA buttons.

Simplified broadcast workflow

Broadcasts are some of the most heavily used features on the platform. The current sprint focussed on bringing disparate elements related to broadcasts together to provide a consolidated view to users and increase the ease of use.

Suggested Templates

The current sprint also included a new template library to house some of the most common Message templates across different themes and business domains. These templates can be used readily as are or as references for further modification before getting approval from WhatsApp.

Further improvements included additional information related to templates (rejection reason, creation date), button to add variables to content, improvements in using the Opt-out functionality - all geared towards a better product experience.

Channels

Instagram, Agent Reply Source

After this change , if an agent were to reply from Instagram Native app automation or bot won’t interfere for the next 24 hours of last user reply.

Social Inbox

Improvements and hardening of items and search was implemented to filter out posts based on caption.

Generate cURL/ API for templates

The current sprint also included a feature to allow technically sophisticated users to generate the cURL code for template messages. This generated cURL code can be copied and used as and when needed by clients.

E-Commerce

Product Search in Inbox

In this feature, the product search feature in one view has been extended to Instagram as well. Agents will be able to share products to the users who interacted with Instagram bot.

Config Screen Enhancements

The current configuration screen has been reorganized by introducing a new section for System Actions where a customer can find all the Action Path Mappings and will be able to change / unselect the path set up in the section. Any new action added in the system will automatically be visible in this section with the respective path selected.

AI/ NLP

Cross Sell and Upsell Product recommendations

In this feature, customers will be able to send out personalized product recommendations to their users in the post purchase journey. Say after a certain number of days of order fulfillment (say 15 days), we will generate cross sell recommendations based on the user’s purchase history and send out to the users. The feature is expected to increase repeat purchases for the customers leading to better revenue.

Docusense Enhancements

In the current sprint, we have added the google doc support in our docusense pipeline where customers can upload the google document link which contains all the data. If the customer has updated any content in the google document then he/she just has to come to the document upload page in the portal and click on the refresh button to pull all the latest data from the document.

Autocomplete of User Queries and GPT-3 integration in Inbox to Summarize conversations and Explain User Query

Using Chat GPT we are aiming to provide features with an aim to improve agent productivity.

Explain query - will give the agent an option to add his user query or any other query as input and get an explanation for the same with a sequence of action steps that the agent can take for the same query.

• Generate summary - can be used by agent to generate a summary for the latest conversation he/she has had with the user. Whenever agent resolves a conversation, he/she gets an option to generate a summary of what conversation he has just finished,  which can further be used to get an overview of the conversation , or can be used by another agent attending the same customer in recent future to understand the issues or disucssions this customer must have had.
• Both explain query and generate summary would also have sentiment