Release Notes September 2022

As part of our monthly deployments, we had a release on 1st Sep 2022 that was successfully deployed. 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 :

Further enhancements and improvements in the new Simplified OneView feature to improve the customer experience.

Livechat Audit Analytics were added in the current sprint to help users keep a track of agent sign-in and sign-out times. This is an important metric to determine agent productivity. Further deepening and hardening of livechat analytics to determine productivity, efficiency and effectiveness of live chat agents.

Improved customer experience across the core platform for consistent behavior when selecting expressions in filters, improved the layout of security options to make it more readable for different personas, resolved bugs and pending issues.

Deleting a bot will now automatically free up the live chat licenses associated with the bot. These licenses can then be used in other bots. Bot deletion will also now be logged and an audit trail maintained.

Exporting conversation data is now more readable and usable with the inclusion of user identifiers to look up and stitch to other user data

Along with the number of Sent, Delivered and Read numbers, customers will now be able to track - Delivered rate, Open rate and Click-through rate of a campaign sent on WhatsApp. Even more, one will be able to track the breakup of different buttons clicked, response to template messages and even capture text in a detailed report

Further progress and improvement on the bot UI which would revamp the bot experience on the web.

Here, changes and improvements were made to the Send Message with Options node by including subheadings. Progress was also made on WhatsApp cloud APIs. To easily deploy on WhatsApp, a deploy button was added in the Shopify offering.

Now, you will also get “message_id” as received by 360dialog while sending a message as one of the fields if you have a listening webhook configured for 360dialog as a service provider

Chatbots can now be deployed from WhatsApp (360dialog) and Telegram channels by a click of a button on the Engati portal

For instagram, Compliance information as needed to adhere to regulatory requirements were added.

Shiprocket integration for detailed status updates will further help businesses improve the quality of transactions.

Razorpay integration for generating payment links to cover the end to end customer journey which will further help businesses improve the quality of transactions and customer experience. Other improvements in this sprint include moving settings from Shopify to the Store so as to combine all ecommerce setting under one module.

The current release also focussed on analytics and attribution so as to demonstrate value to customers. These include the shopify dashboard as well as customer and product segment analytics.

Improvements here include the ability to download more than 25 responses to FAQs from the Responses and Training section. In Product Discovery, URLs are now shortened in Product Discovery paths for better readability. Further enhancements were made to product recognition. Product Caching introduced to Product Discovery flows.