Advanced Response Tracking & Team Interaction Insights
A powerful set of enhancements focused on response quality, team accountability, and real-time interaction visibility — giving both managers and customers a smarter, more transparent communication experience.
Highlights
- Fallback AI response rules: define specific messages the AI must respond to under any circumstance, ensuring no customer inquiry goes unanswered
- Enhanced manual auto-reply system: upgraded logic for automatic manual replies with smarter routing and timing controls
- Response time analytics: track and display average response times for both AI and human agents across all conversations
- Reaction display on dashboard: message reactions (emojis/likes) sent by customers are now visible within the dashboard interface
- Typing indicator support: a "Typing..." indicator is shown on the dashboard when a customer is actively typing on WhatsApp or Facebook
- Agent identity tracking: agents are prompted to enter their name when replying manually, allowing clear differentiation between devices and team members in the dashboard
- Customer data aggregation: automatically collect and store customer details such as name and phone number from Messenger conversations