AI Agent (New Branch): When Contact Asks to Speak to Human
Business Problem Our current AI Agent Workflow Step lacks the capability to seamlessly transfer a contact to a human agent when the Contact requested for a human agent. This limitation can lead to customer frustration and dissatisfaction, especially in complex or sensitive situations where human intervention is preferred. Desired Outcome Introduce a new branch that executes the next Workflow Step when a contact explicitly requests to speak to a human. Users can configure the handover using the branch.
AI Agent (New Objective): Get Customer Information
Business Problem: Our current platform lacks the feature to efficiently gather and verify comprehensive customer information. This limitation leads to a manual and time-consuming process for collecting and analyzing customer data, hindering the ability to quickly understand the customers and provide tailored services to meet individual needs and preferences Desired Outcome: Implement a new AI Agent objective that automates and streamlines the process of collecting and verifying customer information. Workaround: Use Ask A Question Step to ask for customer information.
Block/Ban Contacts Feature
Add an option to block fake contacts sending spam messages Workaround: Mark contacts as spam and filter the spam contacts in your Inbound Conversations Workflow. Refer to the documentation: Managing Spam Use the Workflow Template: Mark Contact as Spam
Contacts: Prevent duplicate contact created for Mexican WhatsApp numbers
Business problem: When contacts from Mexico are added, and the added number does not have the digit "1", an area code, after the country code "+52", a duplicate contact is then created even when a WhatsApp template is sent to the contact first. Desired outcome: When a Mexico contact is added, automatically check if there is a digit "1" after the country code "52". If not, automatically add the digit "1" after the country code "+52". This is a requirement from WhatsApp for all Mexican WhatsApp numbers added. Workaround: Manually add a "1" after the country code "+52" for all the numbers being imported into the platform. The final number should look like this: +521 XXX XXX XXXX.
AI Agent (New Branch): When AI unable to answer to Contact
Business Problem Our current AI Agent Workflow Step occasionally encounters queries that it cannot answer, either due to their complexity or because they fall outside its programmed knowledge base. In these instances, the AI lacks a clear pathway to handle such unanswered queries effectively, potentially leading to customer dissatisfaction. Desired Outcome Introduce a new branch to handle cases where the AI cannot provide a response to a query. Users can configure the handover using the branch.
WhatsApp Business API: Support for Commerce Messages (Catalog)
WhatsApp Business API has introduced Commerce Messages in the form of interactive messages where users can share product catalogs with the customer when chatting. There are two types of messages: Multi-Product Messages: Messages containing a selection of up to 30 items from a business’ inventory. Single Product Messages: Messages with a single product item from the business’ inventory and it is displayed in a Product Detail Page (PDP) format. These commerce messages provide a simple way for the user to showcase their product and customers can shop products without leaving the chat. Customer experience: Customers can select products from the catalog, add them to a shopping cart, and once the customers are done with the shopping, customers can send their cart over to the users in the conversation. User (Agent) experience: Users can define the next steps, such as requesting delivery info or directing customers to the payment page to make payment. The users can also send WhatsApp Catalog products to the customers. It will be helpful if the platform adds support for this feature so that we can send these messages through the platform. Read more: https://developers.facebook.com/docs/whatsapp/guides/commerce-guides/share-products-with-customers
Respond AI: Allow Respond AI Credit Top Up
Business Problem : Customers are currently unable to increase their Respond AI Credits, and are required to wait until the next billing cycle. Desired Outcome : To enable customers to top up their Respond AI Credits, providing them with the option to increase their credit balance.
Developer API: Reply-to messages for WhatsApp and Telegram Channels
Business problem: As a business utilizing multi-channel communication, I want to reply to messages via Respond.io 's Developer API 2.0 for WhatsApp and Telegram channels, so that I can integrate this functionality into my custom workflows and automate responses efficiently. Desired outcome: Enable API-based replying to messages specifically on WhatsApp and Telegram channels. Use Cases: Automating customer service responses on WhatsApp and Telegram through a custom-built system. Integrating reply functionality into existing CRM systems for cohesive multi-channel communication. The current workaround: Replying to messages is currently possible only through the built-in reply feature on the platform (Selected channels only including Respond.io WhatsApp BSP).
AI Agent (Settings): Custom persona
Business problem: Currently, there's a lack of flexibility in altering the AI's persona in an AI Agent. This rigidity prevents businesses from fine-tuning the AI personality to respond in their unique brand voice. Desired outcome: For Respond AI, it's crucial to empower businesses with the ability to modify these persona settings in AI Agent. This enhancement will serve multiple purposes: Consistency in Interactions: It ensures uniformity in the quality of responses during customer-to-AI engagements, particularly for queries that demand greater accuracy and reliability. Brand Voice Representation: By enabling an AI to consider the business's brand voice, it can foster more relaxed, upbeat, and human-like dialogues with customers, mirroring the company’s brand essence more effectively. Context-Specific Custom Responses: The AI can be programmed to produce more stimulating and contextually relevant content or answers, aligning with the business intention for the AI Agent. For example, AI Agent can reaffirm that the conversations are secured at any point of time, or to reaffirm that the AI Agent is the company's virtual assistant. Platform limitation: As of today, only AI Assist has a custom persona setting. AI Agent has a default persona but it is not accessible by the business