: Pro and Enterprise plan

Earlier, it wasn't as easy to understand how AI agent usage was priced or how costs would change as your usage grew.

Now, the add-on gives you a clearer, credit-based pricing model. Once you purchase the add-on, you get a set number of based on your plan, and these credits refresh every month.

Your AI usage is deducted from these credits. For example, , while an .

Need more credits? You can , and unused additional credits roll over to the next month. Plan-based limits for also apply.

Need help understanding the new pricing or setting it up? Reach out to the

DoubleTick Support Team

.

: Pro & Enterprise plan

When you use tags to organize conversations by , it can be difficult to analyze those conversations separately. Earlier, you had to dig through your chats manually to understand what was happening with each group.

Now, lets you use your existing to . You can combine Any of, All of, and None of conditions to build the exact view you need.

Learn more about using tags in Enterprise Analytics through our guides on Filters in Segmentation Reports and Breakdowns in Segmentation Reports.

Want to learn more about tag-based filtering in Enterprise Analytics? Reach out to the DoubleTick Support Team.

: Pro & Enterprise plan

When you use as a filter or breakdown in Enterprise Analytics, you may want to look at agent activity in different ways. For example, you may want to see who is assigned to a chat now, who was assigned when an event happened, or who actually performed the action.

Now, the Team Members filter and breakdown gives you to decide which team member should be shown in your analytics:

This gives you more flexibility to view your Enterprise Analytics data based on the way you want to measure team member activity.

Need help understanding which attribution option to use? Reach out to the DoubleTick Support Team.

: Pro and Enterprise plan

Earlier, you had to switch to the web app to review your call activity. Now, you can access your call logs directly from the DoubleTick Android app.

Here’s what you can do:

Update your and start managing your calls on the go.

: Starter, Pro & Enterprise plan

Earlier, message scheduling was available on the web app, but you couldn't schedule a message when you were managing chats from your Android phone.

Now, you can and plan them for later, even when you're away from your desk. Choose a preset like from now or , or set a to 30 days in advance.

You can also schedule messages in your customer's time zone and send , , , , , and . Before a message is sent, you can edit, reschedule, send it immediately, or delete it.

Learn more about managing scheduled messages on Android in our guide to Schedule Message.

Need help using Schedule Message on Android? Reach out to the DoubleTick Support Team.

: Pro, and Enterprise plans

Quick Replies have been available on WhatsApp, but Instagram chats didn't have the same shortcut. This meant you had to type commonly used responses manually each time. Now, you can use . Just type / in the message box, select your saved reply, and send it.

: Instagram media messages , so media sent through Instagram will continue to work according to Instagram's native behavior.

Learn more about Instagram's Quick Replies and other capabilities in our Instagram capabilities and limitations guide.

Need help using Quick Replies on Instagram? Reach out to the DoubleTick Support Team.

: Pro and Enterprise plan

Previously, giving a team member access to areas like or could also give them more access than you wanted. There was no easy way to control exactly what each team member could view or manage.

Now, admins have under . You can manage permissions across , and , and decide who can each area.

Want to see what permissions are available for each area and what they let you do? Check out our guide on

how to set permissions for a custom organization role

.

: Pro and Enterprise plans

When a customer clicks a button in a template, your integration may need a consistent identifier to know which button was clicked. Relying on the button text can cause issues if you change the wording later.

Now, are supported for both and through the Public API. You can add a using the parameter field in the buttons array. When a customer clicks the button, the custom ID is returned as message.id in the webhook. This gives your integration a consistent identifier, even if you change the button's text.

To Learn more, check out Template message parameters and Button reply webhooks.

Starter, Pro, and Enterprise plans

Until now, were available on the DoubleTick web app but not on Android. This made it harder to quickly find the conversations that needed your attention when working from your phone.

Now, you can use the same Quick Chat Filters on the . Switch between to quickly find the conversations you need to work on, even when you're on the go. Learn more about using Quick Chat Filters on Android in our guide to Filtering chats in the DoubleTick Android app.

Need help using the new filters? Reach out to the DoubleTick Support Team, and we'll be happy to help.

: Pro & Enterprise plan

When multiple team members access the same DoubleTick account, it can be difficult to keep track of which devices are being used or spot an unfamiliar login.

With , admins can now control which devices are allowed to access their DoubleTick account. When someone signs in from a new device, before they can access the account. Admins can at any time. You can also view the to keep track of device access.

Device Management works across . You can enable it from .

Learn more about approving new device login requests in our Device Management guide.

Want to learn more or need help setting it up? Reach out to the DoubleTick Support Team, and we'll be happy to help.