This month we bring to you CTWA insights, UX improvements and bug fixes to make your Wati experience delightful 🙌🏿

🎁 New feature launch - CTWA insights

Eligibility - Professional plan customers

Last month, we launched the ability to identify customers who have interacted with your Click to WhatsApp ads. Our latest release - CTWA insights, will help you see how your ads are performing. You will find all the important metrics - impressions, clicks, ad spends, etc. to help you understand and compare ad performance to make smarter decisions on where to spend your marketing money.

But wait, you can find this information on Facebook ads manager too - so what’s the big deal really?

CTWA insights will also provide data about

• the contacts that have interacted with every ad. This information can be exported and businesses can run more targeted marketing campaigns for these contacts.
• carts received for every ad if the business is using WhatsApp’s catalog functionality.

These 2 metrics are a good start for our customers to understand the impact of their ads on revenue. We will be adding more insights soon.

If you’re new to CTWA, here’s a guide to help you get started 🤗

Feature Upgrade - Chat button

We’ve recently upgraded our branding and we think the Wati chat button deserves the makeover too! With the new chat button,

• you can choose to show the CTA always or not
• The CTA is also clickable (and not just the button)
• snazzy new design which will make your customers want to click on the chat button and start interacting with your business

You can upgrade to the new experience on the Shopify/Woocommerce page or generate the code here. More about the chat button here.

🪄Making Wati easier to use

Several people are typing…

If you’re a multi agent team, you can now see who else is typing on the chat, giving you time to move on to the next query and making sure there aren’t too many people on one chat.

WYSIWYG for template messages on Team Inbox

Now you can get an accurate view of how the templates look to your users and what steps they took.

View broadcasts sent for dates of your choice

You may now choose a custom date and click “apply now” to generate the data/ reports.

View document name and caption in Team Inbox

Document name and caption will both be visible now for documents on Team Inbox. Earlier only the document caption was visible. 

Making it easier to use multiple Hubspot accounts on Wati

If you have more than 1 Hubspot account and choose one on Team Inbox, we’ll remember that selection for you when you switch between conversations on the Team Inbox page.

🐞Bug fixes

• We had a bug on team inbox filters when tags were being selected - this is now fixed.
• While assigning a conversation to an operator via the routing automation, the previous teams assigned to that chat were getting lost. This has been fixed.
• Embedded Team inbox view will now display an error message if a user is trying to send an unsupported file type in the chat. Users can also view the supported file types from the link added.

• Earlier, users were not able to search using special characters on Team Inbox. This has been fixed and users will either see the search results of an empty state if no matching results are found.
• If a user had insufficient credits and used the /sendtemplatemessages APIs to send a broadcast - it would return a successful result which gave the wrong impression to users that the broadcast was successfully sent. We’ve now fixed this and the API will return “Not enough credits” in the response.
• Previously when broadcasting to a large number of contacts (10k+) via Hubspot, sometimes duplicated messages would be sent to customers. We have now fixed this issue.
• Previously when exporting large number of contacts (100k+), the progress bar might get stuck and the export would not complete. We have now fixed this issue to facilitate larger exports.

We have a bunch of new commerce related updates for you this month, and a new rate card for your conversations that enables you to optimise your business messaging!

Major Update:

• New WhatsApp Business API Pricing Model: We have made some important changes in response to WhatsApp's pricing model update for WhatsApp Business API Accounts. The new pricing took effect from June 1st, 2023. For more detailed information about WhatsApp's related updates, please refer to the link provided https://www.wati.io/blog/whatsapp-business-conversation-based-pricing-2023/.

  How do I learn more about this?

  For more information and assistance, you can refer to our support article - https://support.wati.io/l/en/article/ykon2mvshd-whats-app-pricing-update-new-conversation-categories

New Features:

• Catalog Order page: Now get to see all Catalog orders you receive from customers in one place. 

  

  Help Article: Orders page to display Catalog orders - WATI Knowledge Base

  
  

• Contact Attribute for Catalog orders: Introduced two new contact attributes last_cart_total_value & last_cart_items which gets created when you receive cart orders from customers. 

  With the inclusion of these contact attributes now, you can enable the collection of online payment for catalog orders, segment catalog users on purchase intent and many more.

  

  Help Article: How to collect online payment for catalog orders using Razorpay payment gateway - WATI Knowledge Base

  
  

• Edit Catalog Message: Edit the description content of your Catalog message from your WATI environment itself.

   With this option now, you can display your preferred content in the description area of your catalog message.

  

  
  

• Catalog Checkout Flow Template: Configure a checkout flow for your catalog orders using our pre-built Checkout flow template and collect customers' addresses, payment modes & make sure that the order is placed.

  

  
  

• CTWA Feature Add on: Now you can get to see which all customers have engaged with your Click to Whatsapp Ads (CTWA) from the Wati team inbox itself and also filter & segment CTWA customers.

  

  Introduced two new contact attributes, source_id & source_url, which gets created when a customer interacts with the CTWA Ad, and the two attributes will contain the Ad id & Ad URL values. 

   Note: The CTWA feature is available for only Pro plan customers 

  
  

• One Time Password Button for Authentication templates: Have introduced the option to create Authentication templates with One time password buttons for all Non-Indian Businesses

  Note: For Indian businesses at present One-time password buttons for authentication templates are not allowed and will continue with the present template creation procedure.

  
  

• Enhanced WATI Dashboards: We have modified the "Total Conversations" graph in WATI Dashboards to provide more information and added the ability to filter conversations by the new Conversation Categories - Marketing, Utility, Authentication, Service & Referral. This enhancement allows you to gain better insights and manage your conversations more efficiently.

These changes aim to ensure a seamless transition to WhatsApp's new pricing model and provide you with additional functionalities and insights in WATI Dashboards. By adapting to the new pricing model, you can continue using WhatsApp Business API without any disruption. The enhanced dashboard features empower you to analyze your conversations more effectively and optimize your messaging strategy.

Bug Fixes & Minor Updates:

• Account details page: You can now see a summary of your account information and make any changes. This is where you can now go to view your invoices, check your payment details, etc.

• Easy cancellation: We now allow you to cancel your Wati account with no hassles. We know many of you have multiple accounts with us that you use for various campaigns, so wanted to make it easier for you to onboard AND offboard specific accounts.

  
• User management: Many of you use the product for marketing and sales, and we wanted to make it more friendly for you and your team, and have now renamed "Operators" and "Agents" to "Users" to be more inclusive! Continue to show us the love 🥰

• Visibility of “Add” button under the Reply Material section has been corrected.

  

PS: We now have a brand new website and logo, do check it out here and let us know your feedback!

If you have any questions about our new features, please feel free to message us at support@wati.io.

This is a tiny but impactful update!

• We updated our template categories to follow Facebook's new policy. Now templates created from Wati can be either of these 3 categories below. Along with this, we have already submitted all your old templates to be slotted in these three categories, and you should be able to see all the new categories for each of your templates!

• Psst.. We also fixed some small bugs to improve Wati’s overall experience. Let us know if you feel the difference :)

Mobile updates:

• Product messages are now shown in the mobile app.

  

This one is a big one, so buckle up!

New Features and Enhancements:

1. Team Inbox: Now shows a tool-tip message for chat expiry timer

2. Broadcast: Clearer error messages are now shown against each contact so you know why your broadcast failed for these contacts

   

3. Broadcast: We removed the check WhatsApp Number Validity Status when importing contacts, as this is not supported by WhatsApp any more

   

4. Broadcast: New feature that allows you to edit the template content of "Rejected" and "Paused" templates and resubmitting, instead of starting from scratch!

   

5. Broadcast: We have cleaned up our UX to show relevant messages on Broadcast, Expired & Solved chats so you are not confused about the three, and know exactly what can be done next for those chats.

   
6. Contact: Improved the import and export experience with a new pop up with relevant cues.

1. Contact: You can now download invalid contacts that were not uploaded properly, clean them up and re-upload them into Wati.

1. Contact: When importing a contact file, you can map the "Name" and "Phone" fields so that you have your data set up right in Wati!

1. Flow builder: We have introduced a new ‘Flow Timer’ that allows you quite the flow and move on to other operations if the customers are not responding

1. Payment: Updated the "Buy Credit" popup for easier use.

1. Payment: Updated some in-product reminders regarding missed payments with some helpful tips, so its easier for you to make your payments

12. You can now request for more than 20 teams on our Enterprise plan. Reach out to our team to know more details!

Bug fixes:

• When selecting template in team inbox, there used to be duplicate headers for some templates, and the text box used to disappear for custom variables. This is fixed now.
• If the conversation was blocked, admins still received notifications from blocked chats. This won’t happen anymore.
• A chat automatically scrolled down to its latest message when there were incoming messages from other chats, this won’t happen anymore.
• Woocomerce Abandoned Cart was sending out messages to customers even if they had already completed purchases at some point. No, the abandoned cart message will first check for the purchase, and only send out a message if transaction was not completed.
• Country code was missing in some webhook events, that has been fixed now
• For customers on Cloud API - the "About" field changes in Business Profile were not being saved. That has been fixed now.
• Advanced option with Date/ DateTime/ Time validation in question node flow is now fixed.

This one has a few small enhancements across the product.

New Features and Enhancements:

• We updated some labels in our Chinese and Portuguese translations.
• We made some performance improvements to make your messaging experience smoother. (Show us some love if you can feel the difference 😁
• We improved our embedded signup retry process, so that you won’t face too many errors from whatsApp side while creating a new account.
• We finally have a way to tracking message events like read, delivered etc and map it back to the request you created. For example, when you receive a webhook from Wati about a message that is read, you can now know which message is being referred to. To be able to do this, we have created two new API endpoints that gives you this additional information. Try it out, and let us know if this is useful!

This release has mostly been about improving our Shopify integration for all commerce customers 😍 Other integration users please stay tuned for upcoming update. We won't forget you! 💖

New Features and Enhancements:

1. Shopify: Merchants can now use the parameter "product_image_url" which will show product image preview for their end customers

   

   
   

   

2. Shopify: Merchants can send up to 3 different abandoned cart messages with different content, at different times

   

Bug Fixes:

• Team Inbox: Fixed some complicated bugs that resulted in operator not being assigned a ticket in rare cases!