Changelog
Follow up on the latest improvements and updates.
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We’re introducing
WhatsApp Groups in DoubleTick
, allowing businesses to create and manage invite-only groups using their official Cloud API number.These are not regular mobile WhatsApp groups. They’re purpose-built for structured, centralized business communication.
Why Not Use Regular WhatsApp Groups for Business?
As teams grow, normal WhatsApp groups create operational risks.
- No Manager Visibility: Conversations stay on personal devices. No central monitoring.
- Knowledge Loss: Chat history leaves with employees. No centralized record.
- Governance Gaps: No control over group creation, naming, audits, or reporting.
- Brand & Trust Issues: Groups created from personal numbers. No verified business identity.
As businesses scale, these gaps become compliance and operational risks.
So how does WhatsApp Groups in DoubleTick solve for it?
- Centralized Visibility: All conversations under one system.
- No Personal Dependency: Not tied to employee mobile numbers.
- Professional Governance: Controlled group creation and participation.
- Reduced Operational Risk: No loss of history when employees leave.
WhatsApp Groups on API is now live.
Business communication — centralized, governed, and built to scale.
We’re introducing CX Overview, a dedicated page in DoubleTick’s AI Suite designed to give you a real-time pulse on your customer experience.
Think of it as a control tower where AI continuously scans your conversations and surfaces what truly matters — from customer experience issues to growth opportunities.
What Is CX Overview?
CX Overview is a centralized dashboard where:
- Active chats are scanned
- AI analyzes conversations using your defined criteria
- Relevant CX incidents are automatically surfaced and categorized
All insights are displayed in a single, easy-to-monitor view.
What You Can Track?
You decide what the AI should look for, literally anything, the use cases vary widely:
- Finance: payment issues, escalation risks, compliance-sensitive conversations
- Education: admission queries, drop-off signals, student dissatisfaction
- SaaS & Services: product feedback, renewal risks, onboarding gaps
Inside CX Overview, you can filter by Date range, Assigned agent and Issue or incident type.
This makes it easy to - Spot patterns early, Prioritize what needs attention and Take action before issues escalate.
Why does this matter?
- One place to understand what’s really happening across customer conversations
- Proactive CX monitoring instead of reactive firefighting
- Early visibility into risks and opportunities
- AI working quietly in the background, so teams don’t have to manually review chats
CX Overview is now live as part of the
DoubleTick AI Suite
.Your customer experience, finally visible at scale.
We’ve made it easier to connect with the right person at the right time.
You can now
directly reach out to your assigned Account Manager from inside DoubleTick
— without going through the support flow.How Does It Work?
- A new “Contact your Account Manager” option in the top-right menu
- Available alongside the existing Contact Support option
- Instantly connect with your Account Manager — no routing via support required
Why does this matter?
Faster conversations for following:
- Pricing and billing queries
- Add-on purchase
- Plan upgrades
- Account-specific requests
- Long-term product or usage discussions
Keeps support and account conversations clearly separated
When to use this?
- Use Support for technical issues and bugs
- Use Account Manager for strategic, commercial, or account-level discussions
Less friction, more direct conversations.
We’ve rolled out a series of small but meaningful UX improvements across DoubleTick to make everyday workflows faster, cleaner, and more intuitive.
These updates focus on clarity, organization, and reducing visual clutter — especially for teams working at scale.
Applied Filters Visibility
- When you apply filters on the left-hand side, you can now clearly see
- Which filters are active in top of the chat list
- No more guessing what’s applied — full visibility at a glance
Cleaner Right-Hand Panel
We’ve reorganized and decluttered the right-hand side panel:
- Tags
- Collaborators
- Custom Fields
All are now grouped together in a clean, consistent layout — easier to scan and manage.
Assigned Agents UI Refresh
- Updated UI for assigned agents
- Clearer presentation and better visual hierarchy
Enterprise Analytics: Saved Reports
- You can now save analytics reports
- Create custom reports and revisit them anytime
Perfect for recurring reviews and stakeholder reporting.
Cleaner Chat List
- Reduced visual noise and Improved spacing and structure
- Hover and see all the tags in one go
Template Creation
Small UI refinements for a smoother creation flow
Better clarity while building templates
Template List View
- Templates are now aggregated across WABA numbers
- Clear visibility into:
- Template status
- Approval state per WABA number
No more switching contexts to understand template health.
Why This Matters?
- Less clutter, more clarity
- Faster day-to-day operations
- Better visibility across chats, templates, and analytics
Same features — just a much better experience. ✨
We’ve rolled out
deep linking support on mobile
, making it even easier to move from your CRM straight into the right WhatsApp conversation in DoubleTick.Earlier, CRM integrations can be done via API-based action or Embedded web views (iframe) of the DoubleTick app.
With this update, you can now configure a
custom button inside your CRM
that opens the exact chat directly in the DoubleTick mobile app.
- Works on both Android and iOS
Opens:
- The DoubleTick app and
- Navigates directly to the specific chat
Why Does This Matters?
- No more opening the app and searching for the conversation manually
- Perfect for sales and support teams working on the go
No extra searching, no manual lookup
Generating AI replies just became a lot more contextual.
When you use the magic wand in the message composer to generate AI-powered text, DoubleTick will now automatically use your selected default AI agent.
This means the reply isn’t coming from a generic AI anymore — it’s generated using your AI agent’s full context.
Why Does This Matters?
- The response reflects real business knowledge
- Replies sound more accurate and on-brand
- Context-aware responses even when replying manually
- Less editing required before sending messages
Smarter replies, powered by your own context
Searching conversations just got a whole lot smarter. Until now, you could only search chats using a contact’s name or phone number. With this release,
keyword-based search is now live for every DoubleTick customer.
You can now instantly find messages using text keywords —
globally across all chats or within a specific chat
— and jump straight to the exact message.Global Chat Search
- Search for keywords across all chats
- Works seamlessly on top of all chat filters like awaiting reply, sla breached, etc.
- Instantly jump to the exact message where the keyword appears
In-Chat Search
- Search for keywords within a specific conversation
- Jump directly to matching messages inside the chat
- Navigate to messages from a specific date
What gets searched?
Keyword search works across all message types, including:
- Manual messages
- Templates
- Attached media file name
- Interactive messages (lists, buttons, etc.)
- Catalog links
If the keyword exists anywhere in the message content, DoubleTick will find it.
Why does this matter?
- Find critical information in seconds, not minutes
- No more scrolling endlessly through long conversations
- Powerful search even in high-volume inboxes
- Perfect for support, sales, and ops teams managing multiple chats daily
Start searching smarter and get to the right message instantly.
Team members go on leave. Meetings run long. Priorities shift. But customer conversations shouldn’t stop.
Introducing Collaborators for our enterprise customers — the easiest way to share chat access with anyone in your DoubleTick workspace.
With Collaborators, you can:
- Assign or share conversation access with any user
- Ensure customers get timely replies even when the primary agent is unavailable
- Allow collaborators to fully respond, manage, and continue the chat
- Let collaborators add more collaborators if needed
No more bottlenecks. No more waiting for someone to return from leave or finish a meeting.
Keyword-based bots are great when you know what customers will type. But not every customer uses the exact keywords you expect.
The new “No Keyword Match” trigger lets you build automation for any inbound message that doesn’t match your existing keywords — giving you full coverage across all scenarios.
Why does this matter?
- Complete automation coverage — No message slips through gaps anymore
- Smarter fallback logic — Guide customers even when inputs are vague or unexpected
What kind of bots can be created?
- Human-Help Routing Bot: If message is unknown, route directly to a human team.
- Information Correction Bot: Tell customers: “We didn’t understand that — here are valid inputs.
- Qualification Bot: Ask clarifying questions to understand intent before routing.
When SLAs break, customer frustration rises — and revenue opportunities can be lost.
The “SLA Breached” trigger fires a bot flow whenever the response or resolution SLA you’ve set is violated.
Why does this matter?
- Instant actions without waiting for manual review
- Safety net for customer experience — reduce risk of churn
- Stronger accountability through automations
What kind of bots can be created?
- Customer Apology/Update Bot: Send a prewritten message to reassure customers when SLAs slip.
- Reassignment Bot: Automatically transfer the chat to the next available or backup agent.
- Priority Handling Bot: Mark the chat as high-priority, tag it, or move it to a fast-lane queue.
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