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Follow up on the latest improvements and updates.
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We're introducing
Bot Builder support for Instagram
— so you can now automate your Instagram conversations the same way you do on WhatsApp.Until now, Instagram on DoubleTick was limited to manual conversations. Every message had to be handled by an agent. That changes today.
What You Can Build
You can now
create bots specifically for your Instagram channel inside Bot Studio
— triggered by real Instagram conversation events and powered by the same actions you already use on WhatsApp.Supported Triggers
On Message, On Open Conversation, On Close Conversation, On Agent Assign, On Attribute Changed, On SLA Breached
Supported Actions
Send Message, Generate AI Response, Assign Agent, Call API, Add or Remove Tags, Set or Remove Attributes, Close Conversation, Google Sheets Add Row, Format Date, Time Delay, Wait Till, and more
Instagram automation is now live inside Bot Studio, Build your first Instagram bot today!
Your Instagram conversations can now trigger actions beyond DoubleTick. With
Instagram Webhooks, you can subscribe to real-time conversation events and instantly connect with your CRM, helpdesk, automation, or any external system.
Supported Instagram Webhook Events
- Message Received— Trigger workflows when a customer sends a new message.
- Message Status Updated— Track message delivery and read status in real time.
- Agent Assigned— Receive updates whenever a conversation is assigned or reassigned.
- Customer Custom Field Updated— Sync customer profile changes with external systems.
- Tag Added— Trigger actions when a tag is applied to a conversation.
- Tag Removed— Trigger actions when a tag is removed from a conversation.
- Conversation Opened— Detect when a customer starts a new conversation or reopens an existing one.
- Conversation Closed— Trigger follow-ups when a conversation is marked as done.
Why It Matters
Instagram is no longer just a communication channel — it's now an event-driven data source. Automatically create tickets, update CRM records, notify teams, trigger automations, sync customer data, and build custom workflows based on real-time Instagram activity.
Instagram Webhooks are now available for all Instagram channels on DoubleTick.
Until now, there was no way to see what was happening with your webhooks inside DoubleTick. If a delivery failed, you had no logs, no error codes, and no way to debug.
Not anymore. Introducing
Webhook Delivery Logs — a new Logs tab inside your Webhook settings that gives you full visibility into every delivery attempt.
Every event is logged with the webhook name, destination URL, timestamp, and a clear status badge —
success, failed, retried, or exhausted.
Click any attempt to see the full picture —
HTTP status code, response time, request body, response body.
Everything you need to debug, in one screen.For a detailed walkthrough with step-by-step instructions on how to use filters, debug failed deliveries, and verify events, check out the full guide:
Webhook Delivery Logs — How to Monitor and Debug Your Webhook Events
We're introducing the
Call Routing in Bot Studio
— so every incoming WhatsApp call reaches exactly the right agent, automatically.What Changes Now
You define the rules once inside Bot Studio. Every incoming call follows them — automatically, every time.
Route Calls Your Way
- Route Randomly— System picks one available agent at random. Simple, instant, zero complexity.
- Round Robin— Fair distribution across your team. If one agent doesn't answer, the call moves to the next — until someone picks up.
- Ring All Simultaneously— Everyone rings at once. Fastest finger wins. Best when speed is everything.
- Route to Assigned Agent— Call goes straight to the agent already handling that customer's chat. Same person, full context, seamless experience.
- Escalate to Reporting Manager— Agent doesn't answer? It automatically escalates to their manager. No missed calls for high-priority customers.
What Happens When Nobody Answers
Every routing method includes a
Call Not Answered node
— so you always control what happens next. Route to a backup agent, send the customer a message, or build a custom fallback. A call that falls through with no plan is a missed opportunity. This makes sure that never happens.Set it up once. Never lose a call again.
To get started with Call Routing, reach out to
DoubleTick Support
and we will set it up for you.We're introducing
Instagram as a Conversation Channel on DoubleTick
— so your team never misses another DM.Because your customers don't care which app you're on. They message where they're comfortable. And right now, millions of them are on Instagram — waiting for a reply that never comes fast enough.
The Real Cost of a Separate Inbox
- Every delayed reply is a customer who moves on.
- Every missed DM is a sale that never happened.
What Changes Now
Instagram conversations now live directly inside your DoubleTick inbox — right alongside WhatsApp.
What You Can Do
- Reply with text, images, audio, video, and PDFs
- Assign conversations to the right agent instantly
- Add notes, tags, and custom fields without leaving the chat
- Track Instagram performance inside Enterprise Analytics — alongside WhatsApp data
Instagram has over 2 billion active users. A significant number of them are already following your page, engaging with your content, and sending you messages.
Your customers are already there & Now so are you.
To get started with Instagram on DoubleTick, contact our Support team and we will help you set it up.
We're introducing
Custom Working Hours in DoubleTick
— because your teams don't work the same hours, and your platform shouldn't pretend they do.Here's What's Actually Happening Right Now
Your support team is online — but the bot is telling customers they're not.
A hot lead comes in at 11 AM — and auto-assigns to an agent whose shift ended two hours ago.
A customer in Dubai gets an away message at 2 PM their time — because your config is locked to IST.
Nobody flagged it. Nobody noticed. But your customers did.
What Custom Working Hours Changes
Every team now gets their own independent schedule — built around how they actually work.
- Their own time zone
- Their own availability windows
- Their own holiday calendar
- Away messages that fire only when that team is truly offline
- Auto-assignment that routes chats to agents who are actually available
Sub-teams without a config automatically inherit from their parent. Every conversation covered. No gaps.
The Business Case Is Simple
Missed chats cost money. Wrong assignments waste agent time. Incorrect away messages kill first impressions.
Custom Working Hours eliminates all three — without your team lifting a finger after setup.
Custom Working Hours is now live in DoubleTick.
To Build your custom working hours, reach out to our Doubletick support now!
We’re introducing
Channel-Level Fields
, giving you more control over how customer data is stored across different WhatsApp numbers (WABAs).Earlier, customer fields were global. This meant that if a customer interacted with multiple WhatsApp numbers, the same field values were shared across all channels.
Now, that changes.
What Are Channel-Level Fields?
Channel-Level Fields allow you to:
- Define fields specific to a WhatsApp number (channel)
- Store different values for the same customer across different WABAs
- Separate data visibility between teams handling different numbers
This means the same customer can have different field values depending on which business number they are interacting with.
Why Does This Matters?
- Clear Team Separation: Sales and Support teams can maintain their own independent data.
- No Data Overwrite: Updates made on one WhatsApp number won’t affect another channel.
- Contextual Conversations: Each team sees only the data relevant to their workflow.
- Cleaner Operations: Avoid confusion caused by shared global fields across departments.
Example Use Case
A customer interacts with:
- Sales WhatsApp number
- Support WhatsApp number
Earlier, Both teams saw and updated the same field. Now:
- Sales team can have fields like Lead Stage, Deal Value, Follow-up Date
- Support team can have fields like Ticket Status, Issue Category, Resolution Type
Each team works independently — without interfering with the other.
Customer data — now structured by channel, not just by contact.
We’re excited to introduce DoubleTick’s WhatsApp Integration for Microsoft Dynamics, enabling teams to access WhatsApp conversations directly inside their CRM records.
This brings messaging, deal management, and customer context together in a single workspace.
What This Means for You
WhatsApp conversations can now be accessed directly within:
- Lead records
- Opportunity records
- Contact views
- No external tools required.
Key Benefits
- No More Platform Switching: Sales teams can chat on WhatsApp without leaving Bitrix.
- Full Conversation Context: View recent WhatsApp history directly inside the Lead or Deal.
- Faster Follow-Ups: Respond immediately while reviewing deal details.
- Better Team Collaboration: Anyone opening the Lead/Deal can see the communication trail.
- Improved Productivity: Less tab hopping. More focused selling.
WhatsApp + Microsoft Dynamics CRM — finally working in one place.
We’re introducing the DoubleTick WhatsApp Integration for Bitrix24 CRM, bringing WhatsApp conversations directly inside your Lead and Deal views.
No more switching tabs. No more context loss.
Your WhatsApp conversations now live where your sales team already works.
What This Means for You
With the DoubleTick app inside Bitrix24:
- WhatsApp chat appears directly inside Lead & Deal records
- Users can view recent WhatsApp conversations instantly
- Teams can respond without leaving Bitrix
All communication stays contextual, structured, and aligned with CRM data.
Key Benefits
- No More Platform Switching:Sales teams can chat on WhatsApp without leaving Bitrix.
- Full Conversation Context:View recent WhatsApp history directly inside the Lead or Deal.
- Faster Follow-Ups:Respond immediately while reviewing deal details.
- Better Team Collaboration:Anyone opening the Lead/Deal can see the communication trail.
- Improved Productivity:Less tab hopping. More focused selling.
WhatsApp + Bitrix24 CRM — finally working in one place.
We’re introducing
Funnel Analytics
, now available inside the Enterprise Analytics suite.Funnel Analytics gives you a structured view of how customers move across key events — and exactly where things are dropping off or converting.
Because what you don’t measure, you can’t improve.
What Is Funnel Analytics?
Funnel Analytics allows you to track performance across event stages such as:
- Messages Sent, Messages Delivered and Messages Received
- Template-level engagement - Sent, Delivered, Read and CTA button clicked
You can now visualize the journey — step by step.
What You Can Track
- Conversion Rates:Measure how many users move from one stage to the next.
- Drop-Off Rates:See exactly where users stop progressing in the funnel.
- Drop-Off Points:Identify the exact stage causing performance leakage.
Why This Matters
- Optimize Campaign Performance:Identify weak points in delivery or engagement.
- Improve Conversion Rates:Understand where customer response drops — and fix it.
- Template Effectiveness Insights:See which templates actually drive replies.
- Data-Driven Decisions:Move from assumptions to measurable funnel tracking.
Ideal Use Cases
- Campaign performance measurement
- Template A/B comparisons
- Engagement tracking
- Delivery diagnostics
- Reply rate optimization
- Conversion analysis across messaging flows
Funnel Analytics is now live under Enterprise Analytics. Track performance. Identify leaks. Improve outcomes.
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