Changelog
Follow up on the latest improvements and updates.
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RCS is now available as a new conversation channel
in DoubleTick. You can manage RCS conversations from the same inbox you already use for WhatsApp & Instagram, making it easy to communicate with customers across multiple channels without switching platforms.What You Get
- Send 1:1 messagesandbroadcaststhrough RCS.
- Create rich, interactive messages with Rich Cards,Carouselsincluding images, videos, PDFs, and interactive buttons.
- Use supported button types such as Quick Reply,Open URL,Dial Number,Send Location,Request Location, andCalendar Events.
- Manage RCS conversations using the same inbox, tags, custom fields, notes, assignments, and automations you're already familiar with in DoubleTick.
Investigating customer issues is now faster with
one-click chat access
from the CX Overview
page.What's New?
Simply click on any issue in the CX Overview, and the customer's conversation opens alongside the incident details.
Benefits
- View customer conversations without opening a new tab.
- Investigate issues while keeping the incident details visible & Reduce tab switching and speed up issue resolution.
You can now
manage WhatsApp group data
programmatically using the DoubleTick Public API.
Using the Public API, you can now:
- Add or update custom fields for WhatsApp groups.
- Add or remove tags.
- Create notes on group conversations.
This allows you to automate group management through your CRM, internal tools, scripts, or integrations, eliminating the need to update group information manually from the DoubleTick dashboard.
The new
Call Duration
metric helps you measure the duration of completed WhatsApp calls & PSTN voice calls
, giving you better visibility into your voice operations.Analyze your data using the following aggregations:
- Sum
- Average (Avg)
- 95th Percentile (P95)
- 90th Percentile (P90)
- 75th Percentile (P75)
- Median (P50)
- Maximum (Max)
- Minimum (Min)
Use this metric to monitor call trends, identify unusually long or short calls, and gain deeper insights into your telephony performance.
We're removing a friction point that's been quietly slowing teams down.
If you've embedded DoubleTick inside your CRM via an iframe, logging in used to require an OTP — every single session. Now it doesn't.
What Changes
- DoubleTick automatically identifies who's signed into your CRM
- The user is logged straight into their matching DoubleTick team member account
- Conversations open instantly, with the correct permissions and access levels
- Zero OTP needed
Key Benefits
- No Login Friction: Agents stop entering OTPs every session.
- Correct Identity: Each user lands in their own account, not a shared one.
- Right Permissions: Access levels and visibility rules apply automatically.
- Faster Conversations: The chat is just there, already signed in.
Your CRM, your login, your DoubleTick account — no OTP in between.
Group creation is now live on the DoubleTick Android app.
Creating WhatsApp groups is now easier than ever. Previously, group creation was only available on the DoubleTick web platform. With this update, you can now create WhatsApp groups directly from the DoubleTick Android app.
What You Get
- Create a new WhatsApp group by opening the app, tapping the Compose icon, selecting New Group, entering the group name and description, choosing the API number, and creating the group.
- Field teams can instantly create client groups while on the move, without waiting to access a desktop.
- Support and sales teams working primarily from mobile devices can now create WhatsApp groups directly from the app—no laptop required.
In a WhatsApp group, every message is sent from the same business number, making it difficult for customers to know which team member they're speaking with. Personal Signatures solve this by automatically adding your name to every message you send in a group.
What's New?
- Set your personal signature once, and it will automatically appear below every message you send in a WhatsApp group.
- No need to manually type your name or sign off each message.
- Customers can instantly identify which team member they're interacting with.
- Every group message includes a consistent and professional signature, making conversations more personal and improving team accountability.
Keeping track of your analytics just got easier. Instead of logging in, opening dashboards, and manually exporting reports, you can now
schedule your Enterprise Analytics dashboards
to be delivered directly to your inbox.How to Set It Up
- Open any Enterprise Analytics dashboard.
- Click Schedule Email Report.
- Choose how often you'd like to receive the report — Daily or Weekly.
- Select your time zone, delivery day (for weekly reports), and preferred delivery time.
- Add up to 10 email recipients.
- Review the settings and click Schedule.
Once configured, your dashboard reports will be delivered automatically based on your chosen schedule.
What You Get
- Reports are delivered automatically—no need to export or share them manually.
- Managers and stakeholders receive the latest analytics directly in their inbox, even without logging into DoubleTick.
Earlier, every metric mixed open and closed chats into one number. You couldn't tell what was still pending and what was done.
Chat Status
is now a Filter and a Breakdown
in Segmentation reports.How It Works
- Breakdown: Your report splits into two rows —Open and Closed— with daily numbers for each.
- Filter: PickOpen or Closedto see only that segment.
Why It Matters
- Measure response time on closed chats only — open ones are still running, so they pull your numbers off.
- Know how many chats are still unresolved.
- If Open keeps rising and Closed stays flat, your team is falling behind.
Earlier, there was no way to tell how often managers were jumping into their team's conversations — that involvement was invisible in your reports.
Chats with Manager Response
is a new metric in Segmentation Reports
that tracks exactly that.What You Get
- See how often a manager replies on behalf of their team
- Break it down by agent to find whose chats need stepping in
- Break it down by reporting manager to compare involvement across teams
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