Changelog

Follow up on the latest improvements and updates.

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We’re thrilled to announce that
Single Sign-On (SSO)
is now available in
DoubleTick Enterprise Plan
as an add-on feature! 🎉
No more juggling multiple passwords or worrying about login security — with SSO, your entire team can enjoy a seamless, secure, and hassle-free login experience.
🔑 What is SSO?
Single Sign-On (SSO) allows your team members to log in to DoubleTick using their organization’s trusted identity provider — like Microsoft Azure, Google Workspace, or others — instead of separate DoubleTick credentials.
💡 Key Benefits of SSO in DoubleTick
Simplified Access
– One login for everything. No more remembering multiple passwords.
Stronger Security
– Centralized authentication with your trusted provider keeps data safer.
Seamless Team Onboarding
– Easily invite and manage users across your organization.
Enterprise Ready
– Tailored for large teams that value efficiency and control.
⚙️ How It Works
  • Admin logs into DoubleTick with their mobile number.
  • Head to
    Settings → Configure Single Sign-On
    (available only for Enterprise plan).
  • Choose your provider (
    SAML
    or
    OIDC
    ) and upload the required credentials (like Entity ID, SSO URL, Certificate/Client ID).
  • Invite your team members using their official email IDs.
  • That’s it — your team can now log in using
    Login with SSO
    button!
🏆 Why Your Team Will Love It
With SSO, your team won’t just save time — they’ll also gain a secure, frictionless way to connect to DoubleTick every day. Perfect for enterprises that demand
productivity, convenience, and peace of mind.
👉 Ready to enable SSO for your organization? Head to your DoubleTick Enterprise settings today and get started!
We’ve introduced a new permission under
Roles & Permissions
called
Initiate New Chat
. This feature gives you more control over what your team members can do inside DoubleTick, while keeping conversations well-organized.
📌 What is the Initiate New Chat Permission?
The
Initiate New Chat
permission allows agents to start a brand-new chat with a customer.
When an agent sends the first message in a new chat:
  • The conversation is
    automatically assigned
    to them.
  • They can continue managing it just like their other assigned chats.
This ensures accountability while still giving agents the flexibility to reach out to new customers when needed.
🛠 Example Use Case
Imagine you’ve created a
custom role
for your support agents where they can:
  • ✅ Only see and reply to chats assigned to them
  • ❌ Not access unassigned conversations
But you also want them to
initiate new chats
with customers when required.
With the
Initiate New Chat
permission enabled:
  • The agent can start a new conversation with a customer.
  • As soon as they send the first message, the chat gets
    automatically assigned to them
    .
  • They now own the conversation and can manage it fully.
This balances control with flexibility — agents don’t have access to all unassigned chats but can still proactively reach out when necessary.
🔑 Where to Find It
image
You can enable this permission by following these steps:
  • Go to
    Settings
    Roles
    in your DoubleTick dashboard.
  • Create
    or
    edit
    a role.
  • Under
    Conversation Management
    , you’ll see
    Initiate New Chat
    .
  • ✅ Tick the box to allow agents with this role to start new chats.
  • Save
    the role.
🎯 Why This Matters
More control
– Decide which roles can initiate new chats.
Accountability
– Chats are automatically assigned to the initiator.
Flexibility
– Agents can proactively engage customers when required.
This update ensures that your team can stay efficient, without compromising structure or visibility
WhatsApp has announced upcoming changes to message rates that will take effect on
October 1, 2025 at 12:00 AM (according to your WhatsApp Business Account timezone)
.
We want to ensure you stay informed and prepared for these updates.
🔺
Rate Increases
  • United Arab Emirates (UAE)
    : Marketing message rates will increase.
  • Colombia
    : Utility and Authentication message rates will increase.
🔻
Rate Decreases
  • Mexico
    : Marketing message rates will decrease.
  • Saudi Arabia, Argentina, and Egypt
    : Utility and Authentication message rates will decrease.
🌍
Regional Mapping Update
  • Zimbabwe (+263 country code)
    : Starting October 1, Zimbabwe will be mapped under the “Rest of Africa” region instead of “Other.”
  • Messages to WhatsApp users in Zimbabwe will now be charged as per
    Rest of Africa rates
    .
What This Means for You
  • If you run Marketing campaigns in UAE or send Utility/Authentication messages in Colombia → you may notice
    slightly higher costs
    .
  • If your primary customer base is in Mexico, Saudi Arabia, Argentina, or Egypt → you’ll benefit from
    reduced costs
    .
  • If you communicate with customers in Zimbabwe → pricing will now follow the
    Rest of Africa structure
    .
💡
Next Steps
No action is required from your side at this moment. However, we recommend:
  • Reviewing your ongoing and scheduled campaigns in these regions.
  • Adjusting your budget allocation once the new rates are live.
📌
We will be sharing the exact updated rates with you shortly
, so you can plan ahead with complete clarity.
At DoubleTick, our priority is to keep you updated and help your business continue scaling without surprises.
DoubleTick just got even more powerful! We’re excited to announce that
Incoming WhatsApp Calls are now live inside DoubleTick
, bringing
voice + chat together in one seamless inbox
.
No more switching apps. No more missed conversations. Now your team can
receive, manage, and record WhatsApp calls directly within DoubleTick
.
🌟 What’s New?
📞
Seamless Multi-Call Handling
Receive and manage multiple incoming calls simultaneously without interruptions.
image_01
🎙 Automatic Call Recordings
Every call is automatically recorded and ready for download, making it simple to review, share, and analyze conversations.
image
📊 Comprehensive Call Logs
Track every interaction with detailed call logs. Instantly review missed, declined, and completed calls — filter by agent, WABA, date, or tags.
image
💬 Chat + Call Sync
See call history directly inside the chat window for complete context in one thread.
image_02
⚡ Why It’s a Game-Changer
  • All-in-one Inbox
    → Calls + Chats in a single platform
  • Smarter Sales
    → Build trust and close deals faster with live voice calls
  • Better Support
    → Turn complex queries into calls instantly
  • Reliable & Scalable
    → Manage multiple calls without losing track
This isn’t just another WhatsApp integration — it’s the
future of customer conversations.
🚀 How to Activate WhatsApp Calls
image
🚀Pricing:
The calls will incur a per-minute pricing. Learn more about the per-minute pricing here
🚀Getting Started in 3 Steps:
  • Go to
    Settings
    Billings & Invoices
    Purchase Addons
  • Find
    WhatsApp Calls
  • Add to
    Cart
    &
    Purchase
Start receiving WhatsApp calls inside DoubleTick 🎉
📌
Note: Incoming calls available now, outgoing calls launching shortly.
👉 Reach out to your Account Manager or DoubleTick Support & Activate WhatsApp Calls today and give your customers the seamless, multi-channel experience they’ve been waiting for.
Screenshot 2025-07-25 at 2
🤯 These are real results businesses are seeing after switching to
Conversions API
— and now, it’s
available inside DoubleTick!
🎯 What’s the Problem?
You're running Meta ads. You get some leads, some leads are of good quality, the others, not so much. Now what if you could get more leads that convert?. That’s where Conversions API (CAPI) steps in.
🚀 What Is CAPI & Why It Matters
Think of
CAPI as a truth serum
for your ads.
It tells Meta what really happens after someone clicks:
  • Booked an appointment?
  • Purchased a test package?
  • Responded to the sales team?
  • Dropped off or converted?
With this data,
Meta stops guessing and starts showing ads to people most likely to purchase — not just click
.
📊 Real Results from Businesses Using CAPI
  • Lead-to-Sales Rate: Jumped from
    9% → 32.5%
  • Cost per Purchase: Dropped by up to
    28%
  • RoAS: Improved by
    35%
  • Lead Quality:
    More qualified buyers
    , fewer time-wasters
  • Sales Efficiency: Teams spend
    less time chasing dead-end leads
Not Just that, now get full visibility on the
entire funnel for your campaigns
, and not just how many conversations started.
💸 This Is a Paid Add-On — But It Pays for Itself
Even one poorly optimized campaign could be costing you thousands but CAPI fixes that — with proof, not promises.
🔁 Want to Activate It?
Click on the lock icon below 👇🏻 to purchase the add-on, and our team will help you out with the implementation.
Screenshot 2025-07-25 at 2
📩 Just reply with “
Want to know more about CAPI
” on DoubleTick Support or contact your Account Manager today.
More sales. Less waste. Better targeting. All inside DoubleTick.
🔥 Conversions API is now LIVE. Try it out now🚀
Let’s face it—no one wants to talk to a wall. Your customers expect timely, relevant responses, whether they message you at 11 AM or 11 PM. That’s exactly why
DoubleTick’s latest bot builder feature
is about to become your automation MVP.
Introducing the
Working Hours Condition
— your new secret weapon for building smart, time-aware workflows that never leave customers hanging.
image
🚀 What Is It?
The Working Hours Condition is a powerful logic block in DoubleTick’s bot builder that helps your bot behave differently
depending on when a customer messages you
:
During working hours
🌙
Outside working hours
🎉
On holidays
Whether you’re running a support desk, booking appointments, or collecting leads — this block ensures your bot always delivers the right message at the right time.
🧠 Why You’ll Love It
No more one-size-fits-all responses! This feature allows your bot to:
  • Instantly connect users to agents during business hours💬
  • Send polite “We’ll get back to you soon” messages after-hours💤
  • Drop in festive greetings or holiday-specific messages🎊
  • Keep your team stress-free while bots do the heavy lifting🧘‍♀️
All this, without you lifting a finger. 🙌
🛠 What’s Inside the Block?
Here’s what makes the
Working Hours Condition
tick:
Custom Time Slots
: Set your business hours with just a few clicks.
Want different timings for each day? Done.
3 Intelligent Paths:
image
  • During Working Hours
    : Route to live agents or trigger advanced workflows
  • Outside Working Hours
    : Queue queries, auto-reply, or capture details for follow-up
  • On Holidays
    : Display personalized messages that feel thoughtful and timely
💡 Real-World Example: Smart Customer Support
Goal
: Connect to agents during working hours, automate the rest.
Workflow:
  • Customer taps “Chat with Support”
  • Bot checks time via Working Hours Condition
✅ During Hours → Assign to live agent
🌙 Outside Hours → Auto-reply: “We’re currently offline. Your query has been recorded and will be addressed during support hours.”
🎉 On Holidays → Send festive greeting or hold message
✨ Smarter Automation = Happier Customers
When your bot knows what time it is, your customer experience gets an instant upgrade. The
Working Hours Condition
ensures your responses feel human, professional, and always on point.
So go ahead — build workflows that work harder while you work smarter.
Screenshot 2025-07-24 at 11
At DoubleTick, we're always striving to make your customer interactions more personalized, efficient, and insightful. And today, we're excited to bring you a
powerful upgrade
to your
Custom Contact Fields — the Multi-Select List!
Until now, you could store customer information using
four types of fields: text, number, date, and single-select lists
. But what if one field just isn’t enough? What if you need multiple options to be captured in a single go?
Say hello to Multi-Select Lists! 🎉
Now, you can
select two or more options from a predefined list
— making your data more accurate, flexible, and reflective of real-world customer choices.
💡 Why Multi-Select Lists Matter
Real-life scenarios aren’t always black and white — and customer preferences rarely fit into a single checkbox. Whether you're in real estate, wellness, education, or retail, your customers often want multiple things at once.
With multi-select, you can now capture all those preferences in one neat field!
Let’s see how it works in real-life use cases:
✂️ Example 1: Salon & Spa Services
Imagine a customer wants to book an appointment for:
Haircut, Manicure & Pedicure
Earlier, you could only tag one of these services in their contact profile. Now? You can
tick all that apply with our multi-select list
— no workarounds, no compromises. Your staff knows exactly what services were requested, leading to smoother operations and enhanced customer delight.
🏡
Example 2: Real Estate Leads
You run a real estate agency, and a prospective buyer is looking for:
Property Types: 1BHK, 2BHK, 3BHK
Preferred Locations: Andheri, Ghatkopar, Powai
Instead of manually entering this information or creating multiple custom fields,
you can now tag all relevant preferences in one go
— keeping your lead profiles rich, searchable, and easy to filter.
🚀
Key Benefits
image
Richer Profiles
– Store more context without clutter.
Smarter Segmentation
– Easily filter contacts by multiple interests.
Better Personalization
– Tailor your messages based on full customer preferences.
Time-Saving for Teams
– No more repetitive data entry or missing out on key info.
🛠 How to Create a Multi-Select List Custom Field
  • Go to
    Settings
  • Click on
    Custom Contact Fields
  • Click on
    Add Field
  • Enter a
    Field Name
    (e.g., "Services Booked" or "Interested Locations")
  • Click the
    Field Type dropdown and select Multi-Select List
  • Add your
    field values
    (e.g., Haircut, Manicure, Pedicure)
  • Click
    Save
That’s it — your Multi-Select custom field is now ready to use!
✅ How to Use It in Chats
image
  • Open any
    customer chat
    and click on
    open panel icon
  • Look for the
    Custom Field
  • Select the
    relevant Multi-Select List field
  • Choose
    multiple options
    from the dropdown
  • Your selections are automatically saved under the customer’s profile
💬 Ready to Try It?
This is more than just a new field — it’s a smarter way to understand your customers. So go ahead, start using Multi-Select Lists and take your contact management to the next level. Your CRM game just got a serious upgrade!🚀
Sharing your brochure, price list, or product video on WhatsApp?
Stop using expensive marketing templates every time.
With
Quick Reply + Media
, you can now
save pre-written replies along with media files
(like PDFs, videos, images, or audio)... and send them INSTANTLY with just a shortcut — no extra charge during an open conversation! 🙌
💡
Why This Feature Is a Game-Changer
Meta’s new pricing policy means:
“Whether the chat window is open or closed,
marketing templates are now chargeable
.”
But here’s the smart way out ⤵️
Use Quick Replies with media instead of marketing templates during an open window
— and save every time you send a file!
⚙️ How to Create a Quick Reply with Media (Super Simple!)
  • Go to Settings
Screenshot 2025-07-19 151059
  • Open the
    Quick Replies
    tab
Screenshot 2025-07-19 151318
  • Click
    ➕ Add Quick Reply
image
  • Type a keyword in the
    Shortcut
    field
image
  • Choose who can use this reply:
Me
– only you
All
– everyone on your team
image
  • In the
    Media section
    ,
    upload your file
    :
📸
Image
: JPEG, PNG (Max 5MB)
🎥
Video
: MP4 (Max 16MB)
📄
PDF
: Max 100MB
🔊
Audio
: MP3 (Max 16MB)
  • Add a
    caption
    (optional) — a short message to go along with your media
image
  • Preview
    your click reply & Click
    Save
    — and you’re done!
image
✨ What Makes This Awesome
Send brochures, welcome kits, flyers, and more — instantly
Avoid being charged for marketing templates
No repetitive typing
— one shortcut does it all
Perfect for teams
— share saved replies across agents
Saves time, saves money, and boosts productivity
💥 Ready to Try It Out?
Jump into
Settings → Quick Replies → Add Quick Reply
And create your first Quick Reply with Media in under 2 minutes!
Still juggling Excel files to send a simple broadcast? Let’s change that.
With
Quick Import
, you can now copy-paste your contacts directly from Google Sheets or Excel into DoubleTick — and you’re ready to roll in seconds! 🚀
📥
How to Use Quick Import (It’s Super Easy!)
You’ll find this feature right inside the Broadcast List section:
  • Click on the
    three dots (︙)
  • You’ll find this feature in the
    Broadcast List
    section
  • Select
    ⚡ Quick Import
quick import1
  • Choose the
    broadcast list
    you want to add contacts to
image
  • Set the
    country code
    (Default is +91 🇮🇳 — update it if you’re importing international numbers)
  • Copy-paste names and numbers
    as shown in the image attached below
image
  • Click on
    Verify
    to proceed
  • Review the data and hit
    Start Importing
image
✨ Why You’ll Love Quick Import
✅ No more uploading CSV/Excel files
✅ Instantly copy-paste from your spreadsheet
✅ Works globally — supports multiple country codes
✅ Clean, fast & accurate — review everything before importing
Whether you're managing leads, sending offers, or onboarding new customers, Quick Import is here to save you time and effort.
Try this out now!🚀
new trigger
We’ve just introduced a new trigger in called
On First Daily Message
! 🚀
This trigger activates
when a customer sends you their first message of the day
(within a 24-hour window). It’s designed to help you create smoother, more personalized experiences — without the limitations of the default welcome bot.
🧠
What does it do?
Until now, the default welcome bot only allowed you to send a single template message — with no option to build a full custom flow.
Now with On First Daily Message, you can:
🎯 Start your own
custom journey
as soon as a customer messages you that day
💬 Send
interactive messages
like buttons and quick replies (no template required!)
💸 Avoid extra
template costs
— since the conversation window is already open
🔁 Trigger only
once every 24 hours per customer
(e.g., if they return tomorrow, it triggers again)
Why use this?
  • Greet customers daily with dynamic content
  • Push offers, updates, or direct them to agents — automatically
  • Total freedom to build your journey, not just a static template
Go ahead — start building smarter, cost-effective, and more engaging flows today! 💡
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