As we are marching into the new year, we are thrilled to share the latest updates and new features in Wati released on December & January. These updates are designed to enhance your experience and streamline your processes. Let’s dive in!

🤖 KnowBot Features Now Live!

We are excited to announce that the latest KnowBot features are now live and ready for use:

• Triggering KnowBot from a chatbot: Seamlessly activate KnowBot during conversations.

• 📏 KnowBot Advanced Rules: KnowBot can now take actions when it doesn't know the answer or detects an intent to speak to a human:
  • Assign the chat to a human agent
  • Assign the chat to a team
  • Start a chatbot for further engagement

• 🔡 Language Settings: Choose the language in which you want KnowBot to respond, offering more customization options for diverse users.

📈 Broadcast ROI Feature for Wati Shopify App Customers

Shopify app customers can now measure the ROI of their broadcast campaigns with these exciting new features:

• ROI Measurement: Track the number of orders, revenue, total spend, average order value, and more for each broadcast campaign.
• 📝 Export Data: Easily export campaign information such as order number, order date, and purchased items.
• 🔓 Available for Business Plan Users: This feature is available exclusively for Business plan customers.

Learn more about this feature in the support article.

🔄 Self-Serve Embedded Signup Update & Reset Flow

We’ve upgraded the Account Status page to provide more clarity and ease when retrying or updating account connections with Meta:

• 🔄 Retry & Update CTAs: Users can now quickly retry connecting their account with Meta or update existing details.
• 💡 Impact Info: Comprehensive guidance on the impacts of changes when retrying or updating account details within the Business Portfolio.
• 🖥️ Step by step Guidance: New guided onboarding screens with clear instructions for retrying and updating flows.

Learn more

🌍 New Multi-Language Template Samples

We’ve added more template samples in the Template Library for various industries, including e-commerce, education, healthcare, and travel. Available in multiple languages:

• 🗣️ Languages Available: English, Chinese (HK & Simplified), Spanish, Portuguese, and Hindi.
• 🌐 Language Selector: Users can now select and view templates in their desired language.

More languages will be added soon!

💼 Dedicated Premium Onboarding Add-On for Growth and Pro Monthly Users

Growth and Pro Monthly plan users can now book up to 3 one-on-one guided onboarding calls with the new add-on. This add-on is valid for 3 months from the purchase date.
🎁 Note: Dedicated onboarding is included free with all annual plans.

📊 Meta Messaging Limits Made Easier to Track!

Meta now sets messaging limits for your account based on daily volumes of 250, 1000, 10k, 100k, or unlimited messages. This means you can send up to the specified volume of messages per 24-hour period.

To make things easier for you, we've introduced a feature that helps you track how many contacts you've messaged and when you're broadcasting, so you don't need to worry as much about hitting your limits. Stay in control and manage your messages with ease!

These exciting updates are designed to make your experience with Wati even better. Whether it’s enhanced KnowBot functionality, measuring ROI for your Shopify campaigns, or streamlined onboarding, we hope these updates help you work smarter and more efficiently. Stay tuned for more updates in the future!

For any questions or further details, feel free to reach out at support@wati.io ✨

We’re excited to share some fantastic updates this month, designed to enhance your experience across different platforms. From supporting new channels to improving analytics and mobile accessibility, we’ve got a lot in store for you.

Wati now supports Instagram! 🥳

We are thrilled to announce that Wati now officially supports Instagram Business!

Here’s a quick look at what’s new:

Instagram DM Automations

Perfect for industries like Retail, eCommerce, D2C brands, Education, Healthcare, and Beauty & Salon, Instagram DM automations on Wati make it easy for businesses to manage their messages and stay connected with customers 24/7.

Key benefits include:

• Unified Inbox: View WhatsApp messages and Instagram DMs in one place.
• Organize Efficiently: Use tags, internal notes, and chat status to keep track of DMs.
• Smart Routing: Route DMs to specific teams or members for quicker responses.
• Instant Replies: Set up automated welcome messages and out-of-office replies.
• Automated Workflows: Trigger actions with Instagram chatbots to streamline communication.

We’ve introduced a new UI feature to the Team Inbox: Multi-Channel Team Inbox.

This addition allows users to seamlessly manage chats with the same contact across Instagram and Whatsapp, making it easier to deliver a unified customer experience. Learn more

Conversions Funnel for CTWA Analytics 📊

We know how crucial it is to understand ad performance, and manually creating conversion funnels can be tedious. That’s why we’ve introduced a new feature to simplify things, Funnel View! Learn more

With this update, you can now view a complete conversion funnel for CTWA (Click-to-WhatsApp Ads). Key insights include total ad spend, lead and purchase data, conversion rates, and more, all integrated into CTWA analytics. 
It helps you to:

• Track conversations started from CTWA ads, qualified leads, purchases, and overall ad spend.
• See combined metrics that help diagnose ad performance, track conversions, and plan remarketing strategies.
• Monitor the return on investment across campaigns and specific time periods.
• Use WhatsApp marketing to retarget specific customer segments effectively.

*This is available on Pro and Business plans

New Wati Mobile App Version 3.19.0 📱

We’ve rolled out the latest version of the Wati mobile app, available on both Android and iOS.

Here are the highlights:

• Instagram Inbox on Mobile: You can now access Instagram DMs directly from the Wati mobile app, making it easier to manage your business conversations on the go.
• Expanded Language Support: The app is now available in Portuguese and Spanish, enabling more users to access Wati in their preferred language.

These updates reflect our continuous efforts to improve your experience and provide new tools that make communication more efficient and effective. Stay tuned for more, and happy broadcasting!

As we approach the festive season, we're excited to introduce a range of updates to enhance your experience with Wati. From from new APIs to faster broadcast speeds, these improvements are designed to help you communicate more efficiently and effectively.

New API Features 🆕

• Assign Chats to Operators: Now available for the Growth plan, lets you assign specific chats directly to your team members, making it easier to manage conversations and delegate tasks. Learn more
• Template Message Failed Webhook: Instantly track when a template message fails, helping you address issues faster and keep your communication smooth. Learn more

Faster Broadcast Speeds ⚡️

During peak times, speed matters, and we're here to make sure your messages get through without delays. That's why we’ve introduced higher broadcast speeds:

• Customized Speeds for Each Plan: Every plan now has its own processing speed — 20, 40, or 80 messages per second (mps).

• Business Plan Benefits:

  • 2x faster than Pro and 4x faster than Growth & Professional plans, including older versions.
  • Send a 10k broadcast in approximately 2 minutes with the Business plan.
  • Plus, enjoy a 5% discount on conversation rates with the Business plan.

Why Upgrade This Festive Season? 🎊

• With the festive period around the corner, it’s essential to ensure your broadcasts are fast, reliable, and reach your audience at the right moment. Here’s why upgrading to the Business plan could make a significant difference:

• Higher Speed and Volume:

  • If you plan to send more than 10,000 messages per day, consider upgrading for faster processing speeds.
  • With the Business plan, you can send 1,000 messages within just 12.5 seconds (at 80 messages per second), ensuring your communication is quick and efficient.
• Priority Support: As a Business plan user, you’ll also enjoy priority support, giving you faster resolutions and assistance whenever you need it.

And this is ideal:

• If you are a Pro or Business plan user expecting high volumes this festive season.
• When you need to send large, time-sensitive broadcasts, such as reminders or special promotions.

We’re continually working to enhance your experience with Wati, and these latest updates are just one example. Happy broadcasting!

August really slipped away into a moment in time at Wati HQ! Here’s some fun updates we have been cooking up this summer! 🌊☀️

*indicates that these features are available for our Pro and Business plans only

Automations

*Our Knowbot is officially live 🤖

KnowBot is Wati’s AI powered chatbot that provides a human-like chat experience and is aimed at improving your support team’s efficiency. Simply upload a document with information/FAQ’s to KnowBot and it will use that information to provide answers over chat. It can easily be triggered via existing automations such as Keyword actions and Default actions.

Check out our full set up guide here

*WhatsApp flows are available! ⤵️

WhatsApp flows allow you to easily create forms, perfect for use cases like lead generation, surveys, review collection etc

You can add this flow as part of your chatbots,

Check out our full set up guide here

Broadcasts

*Limited time offer templates ⏲️

Limited time offer templates are great for time sensitive offers, e.g if you have a deal that will expire on a set date - this will show dynamically for users when they receive your template message. Calling out the urgency of any deals you have going on (perfect for the upcoming festive season)

You can track whether your users have clicked on the link too! Read more here

CTWA

*Syncing in CTWA 🔁

Easily sync your data in your CTWA analytics page!

API updates

Team assignment API*

• You can now directly assign a chat or contact to different teams via /assignteam endpoint
• Can assign to 1 or multiple teams, and even when chat is closed
• Previous team assignments will be removed

Template message failed event 🎢

• New webhook event to track failed template messages (subscribe to it via Wati webhooks page)
• Available for all plans

🛠️Bug Fixes

• Contacts adding incorrectly into Zoho is fixed
• Showing selected contacts in broadcast module when retargeting

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