Flow Builder (Workflows) for Automation Rules | Improvements to Automation
We will be adding a way to create simple, visual flows for Automation to ease onboarding and guiding contacts through conversations.
WhatsApp Click To Chat Ad Improvement: Add Advertisement Preview
The Click to WhatsApp Ads do not show a preview of the Advertisement making it harder for customers to identify what is the ad that the contact is referencing. Adding a Preview will allow agents to provide the appropriate response to the contacts.
Data Export: Add Conversation ID to Messages
This way once you export data you can analyze Conversation and Messages Data together.
Dialogflow bot as a user for analytics purposes
Would like to be able to count the bot as a user so we can measure (or exclude) Dialogflow chatbot from analytics
Reports: Don't count business hours in the "First Response Time" and "Average Resolution Time"
Add an option to exclude the hours outside of business hours from the time-based reports. Because "First Response Time" and "Average Resolution Time" are calculated based on the moment that the conversation started, businesses that don't offer support outside of business hours tend to see very high times in the morning. E.g. If a contact messages the business at 7 pm, but the business only replies from 9 am to 5 pm. Even if the agent answers at 9 am sharp (first thing in the morning), the "First Response Time" would be 14:00 hours. Adding an option to exclude business hours from this calculation could help businesses get an accurate representation of how many business hours a contact is waiting for a reply or resolution.
Website Chat: Send Chat Events to be Google Analytics
I would like to be able to track the Website Chat interactions on my website using Google Analytics. Some of the events that i would like to track are Chat Window opened, Chat Window closed etc.
Snippets: Display a counter with the total number of times each snippet is used
Enable an option to identify which snippets are most used by the users.
WhatsApp Catalog Support via WhatsApp API
Currently, WhatsApp has a WhatsApp Catalog Feature on their product WhatsApp Business App. Please add support for WhatsApp Catalog when WhatsApp releases this feature for WhatsApp Business API.