We have few new exciting updates in Wati for this month! 🌟

🎉Launch of Chatbot testing feature

We have launched the new chatbot testing feature in Wati chatbot builder

Highlights

• Trigger a chatbot directly inside the chatbot builder without switching tabs/setting up keywords
• Offer free chatbot testing for whitelisted numbers (Applies to all types of triggers: manual, Keyword action, Rules etc.)
• Growth plan customers can build and test Pro chatbots before upgrade

Note: Wati users can directly book a call with our team for chatbot assistance

🛒Opti-in Popup feature now available in Wati Shopify app

Now Pro & Business plan Wati Shopify app customers can enable Opt-in pop ups for their Shopify store site

Highlights

• Two types of Opt-in pop ups are available

  a. Welcome Opt-in : To be shown when users visit the home page of site, Recommended to be used to welcome visitors.
  b. Recover cart Opt-in : To be shown when users abandon the cart page of site.

• Get to view the list of all users subscribed via the Opt-in
• Filter subscribed users using custom attributes provided for Opt-in to re-engage with users
• Option to collect email via Opt-in

Note: Only Pro & Business plan Shopify app customers would be able to create Opt-in pop ups for their Shopify store sites.

Help article can be viewed here

📱New User Interface for the Wati Mobile App

Wati Mobile App users on Android and iOS can now enjoy a brand new interface aimed at enhancing their app experience and providing a seamless flow to view and manage your customer chats. These changes are a part of our latest mobile app version 3.17.0.

Along with the new UI we have also added some features, such as ability to view the name of the operator assigned to the chat in the Team Inbox list page and also the ability to assign a chat to a particular team/s.

Further details about the UI updates can be found in our support article.

🎯Broacast Updates

Now users can search for campaigns based on the template name used in the broadcast analytics page

New [Clicks] Marketing Comms

What is it?

You can now see which users clicked on your links that you’ve added into your templates!

Note: This feature is available for only pro & business plan customers

Why is this great for users?

• More data to use for retargeting
• An understanding of which clicks your customers are interested in, and whether they actually interact with the links in the templates.
• More data to refine your templates further

Feature Highlights

• Responses breakdown for clicks

• Smart retargeting

  
  

🛠️Bug Fixes

• The Click tracking enable option was not getting active after saving or submitting the template -Issue Resolved
• Issue Resolved related to Message delivery status number in exported CSV not correct
• Resolved issue regarding Replied and Clicked status not getting updated in the Broadcast analytics and View insights page when user interacts with the button in the template message
• Issue resolved where a user needed to click the Connect button twice in FT environment
• Resolved issue concerning “Call phone” CTA causing error when message template being sent if the phone number is being filled with “+”signal

Stay tuned for more enhancements!

Have any feedback or suggestions or feature requests?

Please post it here 👉 https://feedback.wati.io

We’ve been working on making few feature improvements, Here’s an update from Wati HQ!

Broadcast updates 🎠

• Authentication message templates are now supported for Indian customers.

  

  
  

• Now users can use quick replies & CTA together while creating template messages

  

CTWA updates

• Option to add translation for CTWA analytics. When language changed all labels in CTWA analytics also gets changed to the selected language.

  

  
  

  

Team Inbox updates 📊

• Knowbot chat filter option introduced: A new option under the Team Inbox quick filters, named "KnowBot chats" is now available. Clicking on it will show all the chats that have at least 1 Knowbot session that is started.

  

Shopify updates 🛍️

• Shopify customers who are using Shopflo checkout can now send the Shopflo checkout URL in abandoned cart messages. The customer just needs to enable the Thirdparty checkout link feature provided in Wati Shopify app.

Bug fixes 🛠️

• The issue concerning media images not getting shown in preview section when Carousel template is submitted has been solved
• In rule builder now rules get triggered with contacts who do not have conversations
• Template preview now getting shown in spreadsheet sender

• Issue of broadcast messages not getting seen in team inbox after sending broadcast has been solved

  
  

Are you crushing your Q2 goals as well? Buckle up and join us as we run through some exciting updates cross Automation, Broadcast and Performance.

🎉 Launch of wati.io chatbot library

We have launched a public chatbot library on wati.io/chatbotlibrary!

You can test pre-built sample chatbots and add them into your live Wati account with just 1-click.

If you are looking for more sample chatbots, share your use case with us here 👉 https://feedback.wati.io

🤖 New Wati API endpoint

Great news for power users! Pro and Business plan users can now leverage our new API to start chatbots directly /chatbots/start, without the need of Keywords!

Check out the documentation here and here.

🛒 Expanded payment options for Auto checkout

Auto checkout for Catalog now supports receiving payments through PayU accounts in addition to existing Razorpay accounts.
Learn more about enabling payments for your Catalog orders here.

🎯 Broadcast retargeting and insights

After each broadcast, get detailed breakdown of responses and do retargeting via “View Insights”. Some advanced retargeting options are available for Pro and Business plan users.

Additionally, a new "ignored" status helps you understand which contacts haven't read your broadcast. Export the complete list of contacts as a CSV file for further analysis and targeted outreach.

🗣️ Large contact uploads

Tired of waiting for large contact lists to upload? We got you. You'll receive email and in-product notifications when the import process is complete.

For even faster turnaround times, you can now choose to trigger the broadcast immediately after import using the "send broadcast after import" option.

⚡️ Performance improvements

We have made a slew of search enhancements this month. Starting with conversation searches, searching for specific conversations within Team Inbox is now faster, especially searching with name or phone. We have also optimized contact searching on the Contacts page.

🙈 Team inbox number masking

Following up to our release of masking feature in April, we have made this available on the latest versions of our mobile app (both Android and iOS) as well.

Did not see the feature you are looking for?

Share your requests with us here 👉 https://feedback.wati.io

This month we are very excited to bring in a bunch of product updates for you! We have updates and enhancements across the board, be it Team Inbox or Automations, we have something for everyone 🎁

Please note, you might see some of these changes over the next few weeks as we roll them out 👀

Team Inbox updates

Our Business Plan customers can now choose to hide their contact’s phone numbers from the Team Inbox users. Whether you want to refrain your support team users from viewing the phone number details or want to enable your sales team members to see the contact details so they can reach out over call, this feature has the flexibility to support multiple use cases. 

Click here for a detailed guide on how to set it up. If you wish to get access to the feature, please reach out to our support team at support@wati.io.

Wati API updates

Our Wati API portfolio has some very useful new entrants!

• Bot assignment - You can now assign any opened conversation to the Bot and not just to users. Simply use the existing /assignOperator API without passing in any user email
• Ticket status management - Update ticket status via the all new /updateChatStatus API. Available statuses are OPEN, PENDING, SOLVED and BLOCK, same as what you would see in your Team Inbox.
• Contact attribute management - Apply attribute changes to contacts in bulk with the /updateContactAttributesForMultiContacts API

Shopify updates

We now support Third party checkout providers cart URL in Shopify app! Wati customers who have enabled checkout service from the following companies Shopflo, Gokwik, Zecpe can now send abandoned cart message from Wati with the new checkout URL 😎

Click here to learn more.

Template updates

Our Carousel templates now support upto 2 buttons. What’s more, you can also add dynamic URL’s as one of the buttons.

Enhancements

• Auto checkout for Catalog is now available for our Indian Pro and Business plan customers
• Admin user metrics are now visible under the operator performance chart in Team inbox analytics
• CTWA insights now show daily breakdown for ad metrics. Previously, only cumulative metrics were available from the date the ad was published

Bug fixes

• Resolved the issue where for some cases the automation flow builder was showing a connection between nodes but nodes connection logic was not working
• Resolved issue of duplicate messages sent from Google Sheets Plugin
• Resolving an error “User doesn’t exist” that occurs during a specific scenario on Embedded Signup

Have any feedback, suggestions or feature requests for us?

Please post it here 👉 https://feedback.wati.io

We’ve been working on making some changes to bloom us into Spring! 🌸 Here’s an update from Wati HQ! This month we’ve buckled down on our automations and analytics.

Automation enhancements 🤖⚙️

You can now create rule-based automations based on contact attributes

If you have ever wanted to trigger a chatbot, message or even route a chat based from when your contacts attributes is updated or changed, you can do this now!

Learn more about this feature

This is a sample of a Rule to trigger a chatbot based on Attribute changes

Team inbox analytics updates 📊

Operator performance charts (enhanced from top users duration & top users chats charts)

• Provides breakdown of each operator performance based on chat status, such as open, pending, assigned, expired & much more!
• Average first response time, average resolution time
• Operator availability - how long the operator was online for

Read more about this functionality

Team inbox scheduled report

You’ll be able to schedule a weekly performance report straight to your email! It’ll give you a round up on how the team & each operators are performing

Full set up information here

Note: this feature is available for our Pro and Business plans only

Automatic chat enhancements

We’ve aligned our automatic chat assignment to work in parallel with your other default action settings

Broadcast updates

Broadcast analytics

We’ve given the broadcast analytics page a little refresh, including adding the ability to retarget replied customers

• Click send broadcast under your replied data to retarget automatically

🎠 Carousel templates 🎠

Customise up to 5 carousel cards with images to show off your new products

Note: this feature is available for our Pro and Business plans only

Right to left support (e.g Arabic) in templates

When you type or paste in Arabic, the alignment will format correctly from right to left.

This also works with Hebrew or Urdu!

Shopify updates 🛍️

Add images to order confirmation messages

When creating a template message, choose a media then select “add variable”

Shopify custom attributes

Enhanced automatic custom attributes shown in team inbox

View custom attributes like order id, cart recovered, average order value, tracking url and more!

Learn more about these attributes

Note: this feature is available for our Pro and Business plans only

Bug fixes 🛠️

• Fixed out of office default action that is triggered only when it’s working hours and no agents are available
• Trigger payment message automatically when customers provide the address
• Enhanced filtering of contacts that were loading slowly before

Another month comes another round of updates for you 🏋🏻 we’ve made a few small changes, so watch this space for more next month!

Estimated cost when balance is low

To make broadcasting easier, we’ll give you an estimated cost when your balance is low

Upgrade easily when using round robin

Easily manage invalid contacts whilst broadcasting

Don’t waste your $$ on invalid customers, we’ll prompt you now to exclude them from your broadcast & future broadcasts

Improved onboarding experience for migration

We support migration directly from the embedded sign up flow, these will be done automatically:

• Phone number is migrated to new WABA
• Number is verified on new WABA
• Templates are auto-migrated
• Messaging limit is migrated
• Green tick (if any) is migrated

Bug fixes 🐛🦋

• Fixed the issue of not being able to connect to catalog account
• Fixed shortcut that allows search in chats
• Round robin assigns to default team users only (previously was assigned to all online users)
• Emojis are fully shown in team inbox
• Show error message when coupon is selected for utility templates as it's not supported

We’ve been working hard on getting some new product updates for you! We’ve focused on making sending broadcasts even easier, new template types, Shopify checkout changes.

Please note, you might see some of these changes over the next few weeks as we roll them out 👀

Broadcast updates

Approved templates can now be broadcasted in just a click (so no need to go to other pages once you’ve submitted!)

Broadcast easily to newly added contacts:

Template updates - Catalog & coupon codes ✍️

There are a few new features you can create with to your templates - catalog & coupon codes! Choose them under the “marketing” category.

Once you’ve connected your catalog account via the commerce page, you can submit a catalog template to share your catalog page with your customers 🛍️

You can add coupon codes into your template now, making it super easy for your customers to copy the code and shop 🛒

Link shortener

Directly shorten your links in our template editor

Click here to learn more

Shopify updates

We’ve introduced some biiig new changes to Shopify - you can now enable a whole checkout flow:

• Enable or Disable Shopify checkout flow
• Manage orders from the catalog orders page
• Create own checkout flow template
• Add tags to catalog order

Need more help on this? Click here!

More space to send templates in team inbox!

Bug fixes

• Disallow setting password using onboarding URL if the password is already set
• “Trial paid” role is assigned now if Trial user makes a successful purchase
• Issue on multiple abandoned carts getting sent for Shopify customers has been rectified

Have any feedback, suggestions or feature requests for us?

Please post it here 👉 https://feedback.wati.io

Exciting Updates on Wati This Month! 🌟

Here's a glimpse of what we've rolled out:

1. ✉️ Email Notifications when Templates are approved or rejected

   

2. 🔄 Business Verification is no longer mandatory to upgrade your messaging tier. Send high-quality messages to unlock higher tiers!

   

3. 👥 Invite Team Members seamlessly during your first login to Wati

   

4. 📚 Improve the readability of Quick Replies on Team Inbox

   

5. 🔧 Display a System Maintenance Screen during scheduled downtime

   

6. 📢 Added the option to send broadcasts directly from CTWA (Click to WhatsApp Ads) page

   

   
   

🐛 Bug Fixes 🛠️

• 📂 Resolved issue when uploading xlsx file on Contacts
• 🔄 Enable Round-Robin feature on Business Plan users automatically
• 📦 Resolved issue where COD Message was not triggered on Shopify
• 🖼️ Resolved issues where image media was not being downloaded from Team Inbox
• 🔄 Resolved issues with attributes with spaces when using in a Chatbot
• 🎵 Resolved issues where .m4a audio disappears when saving flow
• 🤖 Resolved issue in chatbot where number in condition is too large
• 📝 Resolved issue of incorrect validation of contacts with Attribute when sending Broadcasts
• 🖼️ Resolved issue when pasting image from clipboard in Team Inbox chat

Stay tuned for more enhancements!

Have any feedback or suggestions or feature requests?

Please post it here 👉 https://feedback.wati.io

This month we’ve been working hard on implementing some Team inbox enhancements and template changes!

Feature enhancements

Template library changes

If you fancy some content ✨inspiration✨ or don’t know where to start, you can try our some of our templates

Now neatly hosted in our template library

Updates to the Team Inbox chatlist UI

We have given the chatlist section of Team Inbox a new look, adding new capabilities aimed at making it easier for operators to manage their chats and identify the chats that need to be replied to. These changes include:

• Visibility on which operator the chat is currently assigned to
  You can now see which operator the chat is assigned to, within the chat preview itself.

  Refer this to quickly look at chats which are already being addressed by your team members so you can focus on the ones that aren't assigned.

  An empty space in place of operator name means that it is unassigned (assigned to bot).

  

• Considering only incoming messages from customers as unread messages

  To make it even easier to identify chats which have new customer messages and are unread, we have updated how we represent a chat as unread to ensure that

  • Only incoming messages from customers would be considered while making a chat unread. Messages sent by other operators or the Bot will not make the chat unread. This includes any broadcast or template messages initiated by operators.
  • If a Bot or an operator replies to a customer message that was unread, the chat will automatically become read so you can focus on other chats where new customer messages have come in.
  Additionally, you can view the total count of unread messages upfront without applying the unread chats filter
  

• Improving the way we show the chat date and time 

  To reduce the time it takes to identify when the last message was received on the chat, we have grouped chats at a day level so you can quickly identify which chats had the last message on which day and time, specially when you scroll to view older chats

Bug fixes

Below issues have been resolved in this release

• UI breakage issues on the team inbox dashboard page
• User was unable to see the chat assigned to his team without a page refresh
• New incoming chats were appearing in the filtered list for expired chats
• Scroll bar on the chat was getting hidden for larger screen resolutions

This month’s focus has majorly been on introducing new features and enhancements into the Team Inbox module, along with few enhancements to our Broadcasts and Chatbots module and the usual bug squashing.

New feature updates

🔁 Automatic chat assignment

Eligibility - Business plan customers

With this release we have introduced the ability to automatically assign chats to users within a team in a Round Robin manner.

A new Default Action setting is available under the Automations section, named “Assign newly opened chats in round robin manner within users of the assigned team”

When this setting is turned ON, incoming chats would get assigned one by one to the users that are online and belong to the team assigned to the chat, saving time and effort for Team Inbox Admin users who had to perform this action manually earlier.

This setting is useful for cases where chats are not handled by chatbots or keyword responses and are handled manually by agents. 

In addition to this, we have also added this ability to our Chatbots (previously Automation flows). 

While setting up  the “Assign team” node in the chatbot, users will have an option to choose Round Robin assignment. When chosen, the chat will get assigned to the team specified and will be assigned to each agent of the team one by one. 

To learn more about this feature, please refer to our support article: https://support.wati.io/l/en/article/3z1ja6j33q-assign-chats-to-your-agents-in-round-robin-style

🤖 Accepting media files in Chatbot flows

Eligibility - All customers

This has been a highly requested feature - you can now accept different media files in your Chatbot flows! In the past, Wati Chatbot can process only text-based responses, now we are expanding it to images, videos and documents.

We also give you the ability to validate the file type. This means if you are expecting an image, but your contact uploads a video, the Chatbot can ask your contact to try uploading again. Simply toggle on “Advanced options” and pick which file type to validate for and customize your fallback message.

The file name can be captured in flow variables, which you can export to a Google Sheet or save into the contact’s custom attributes for reference later. If you are handling lots of media files at scale, you can download the media files using our /getMedia API endpoint.

Enhancements

✉️ Updated UI for adding attachments on Team Inbox

The current UI for sending attachments to a conversation in Team Inbox did not convey the limitations about the file types and file sizes that can be accepted as per Meta’s Whatapp API specifications. We heard this feedback from our customers and have improved the UI to ensure users can find all the relevant information about these limitations while they choose to send attachments.

⚡️ Speeding up chat loading on Team Inbox

Nothing makes us happier than seeing your business grow! The number of messages and conversations on Wati have been growing rapidly this year. We have been working hard on improving the chat loading speed in Team Inbox, so you can easily dig up old conversation anytime. We also have many more improvements coming up to make your experience on Wati as speedy as possible, so stay tuned!

🌟 Brand new broadcast

Our broadcast just got a glow up! You can also filter out your broadcast audience to send out more targeted and effective broadcasts.

🛍️ Shareable Catalog link made available in Catalog Setup page

Now once the Catalog is connected with Wati, the Catalog link will be made available in the catalog setup page as shown below.

So now once the Catalog gets connected with Wati, you can Scan the Scan code or click the Catalog link below to view your Catalog in Whatsapp. You are also provided the option to share the Catalog link too.

🌸 More festival ready template samples

As promised, we’re back with more samples for all the upcoming festivals! We have samples for children’s day being celebrated in Brazil and for all the mega sales events happening in October for India. They’re available as ready to use drafts too.

Head on over to your templates page, pick a sample of your choice to kickstart your campaigns!

💚 If you like what you see, show us some love by hitting the like button!