Like a code snippet executing at lightning speed, time is flying by for the respond.io team. We just took stock of the updates and features released in May 2023 and are delighted at how much ground we covered in just a month. 🔥
For one, we enabled WhatsApp phone number migration so you can now consolidate your WhatsApp account management and conversations on respond.io. 🥳 We also released an all-new Reports Module that offers more flexibility and insights than ever, including broadcast analytics! Scroll down to learn more about these features and other updates across the platform.
Migrate Your WhatsApp Phone Number to respond.io
Now that we’re a WhatsApp Business Solution Provider (BSP), you can seamlessly migrate your WhatsApp account from other BSPs to respond.io’s WhatsApp Business API.
This will give you enhanced reliability, cost savings and the latest features by Meta — all with zero downtime. Let’s look at what this means for you.
Benefits of Migrating Your WhatsApp Phone Number to respond.io
As a WhatsApp BSP, we provide direct access to Meta’s cloud-hosted WhatsApp API. This means you get instant access to new features, security updates and more by Meta, as well as fast and reliable message delivery. 💪
Some BSPs, such as 360dialog, only provide the WhatsApp API without a messaging inbox and charge you a monthly license fee for the WhatsApp API.
On the other hand, respond.io provides users with an omnichannel inbox and doesn’t impose any fees for WhatsApp API, so you only pay your WhatsApp conversation charges. These charges can be managed in respond.io’s WhatsApp Fees Module for transparency and convenience.
In fact, migrating your WhatsApp account to respond.io allows you to manage your WhatsApp Business Account (WABA) and all conversations from a single platform. 🎉 This includes creating and submitting Message Templates for approval and assistance in applying for a WhatsApp green tick.
Furthermore, the migration process is seamless and won't disrupt your existing Workflows or broadcasts, so you can experience the full benefits of respond.io without any hassle.
WhatsApp Account Details that will be Migrated from Your BSP
Upon successful migration to respond.io, the following will be transferred from any other WhatsApp BSP account to your respond.io WhatsApp API account:
- Display name
- Phone number quality rating
- Messaging limits
- Official Business Account status
- All previously approved high-quality message templates
Please note that low-quality, rejected, or pending message templates will not be migrated. If you need assistance in migrating your WhatsApp API account to respond.io, our support team is ready to help.
The All-new Reports Module with Broadcast Analytics
We’ve updated the Reports Module with new and important metrics and features to help you gain deeper insights into your Workspace. Let’s dive into the changes.
More Detailed Insights at Glance
Most of our clients are large and complex companies, and we understand you have unique ways of measuring performance. To reflect this, the Reports Module has been upgraded to offer more customization opportunities and comprehensive data. 📊
To provide companies with more insightful and tailored metrics, we have enhanced data precision with additional tabs and filters, and improved charts and tables to convey complex data effectively. You can now perform in-depth analyses of the following:
- Conversation volume and traffic
- Response and resolution times
- Messages sent and received
- Contact assignment
- Contact addition, connection, deletion and merge
- Broadcast performance
We are confident that these will empower you to make more informed decisions and optimize your Workspace for better results.
Measure Performance Based On Assignment Time
Previously, the Reports Module measured response and resolution times according to how long agents took to respond to customer messages. However, for businesses that don’t operate 24/7, messages received outside business hours skewed these metrics. ⏰
We're excited to introduce new metrics that allow you to measure performance based on first or last assignment time. Look out for the following graphs in the Responses and Resolutions tabs:
Average First Assignment to First Response Time: This metric excludes the time the Contact assignment took, counting only the average time agents take to send the first response once they’ve been assigned.
Average First Assignment to Close Time: This metric excludes the time the Contact assignment took, counting only the average time agents take to resolve a conversation once they’ve been assigned.
Average Last Assignment to Response Time: This metric measures how long the last agent assigned took to send a first response to the conversation that had been escalated or rerouted.
Average Last Assignment to Close Time: This metric is useful to measure how long the last agent took to resolve a conversation that had been escalated or rerouted.
The Breakdown tables on the right side of each Report page can be used to identify trends in assignment, response and resolution times to fulfill Service Level Agreements and spot areas for improvement.
Enjoy Improved User Performance Reports
While it was previously possible to gauge user performance by metrics such as closed conversations and average response or resolution times, we wanted to provide you with more tools to track better and optimize efficiency.
Loaded with multiple intuitive graphs, the Leaderboard tab and Users tab now offer a detailed view of individual and team performance. You can even compare performance among team members or teams to identify top or weak performers. 📈
Use Advanced Filtering Options
Each reporting tab in the Reports Module features new and improved filtering options for more in-depth analyses of your Workspace.
These filters will help you segment data based on specific criteria such as channels, teams, conversation categories, agent assignments and more. Spotting trends and issues in your operations has never been this easy.
Analyze Your Broadcast Campaigns
By popular demand, you can now analyze broadcast performance! The all-new Broadcasts reporting tab gives you the tools you need to measure the performance and impact of your campaigns effectively. 📣
Here you can find out the total number of recipients for each broadcast, as well as its read rates. You can also view the number of and failed broadcasts, total messages sent and the delivery status of your broadcast messages.
Breaking down broadcast analytics from a campaign level to a message level is also possible. In the Messages tab, click on Add Filter and search for the Broadcast Name.
This shows you the Contacts who have received or failed to receive your message in the selected broadcasts, as well as the message delivery status (sent, delivered, read and failed) for each Contact.
Do note that certain graphs and tables only present data collected from the launch date onwards. This module is only available for Business plan users and above. Upgrade now to start using the new Reports Module, or learn more about it in our Help Center.
New Updates for an Improved User Experience
We’re continuously upgrading our user experience to provide greater flexibility for unique business needs and convenience for higher productivity. Let’s run through some of this month’s updates across the platform.
Create and Edit Segments in the Broadcast Builder
Managing Segments is now easier than ever. Before, you could only create and edit Segments from the Contacts Module. Now, you can effortlessly do both directly within the Broadcast Builder so you no longer have to go back and forth between the two Modules. 🥳
This also means that it’s now possible to edit Segments on the fly while building a broadcast, saving you valuable time. Additionally, the new Contact count at the top right of the Segment filter drawer displays the number of Contacts included in each segment.
These improvements will enhance your ability to create and customize Segments for more efficient targeted messaging.
Make Shortcut Form Fields Mandatory
Previously, users were able to initiate a Shortcut without filling out any fields in the Shortcut Form. This led to the submission of incomplete data, which created disruptions when escalating cases or transferring Contact data to other software as crucial information was missing.
To address this, we've introduced the ability to mark specific fields in your Shortcut Forms as mandatory or required. 📄
Now, you can ensure that users have to fill out all necessary information before proceeding with the Shortcut. Say goodbye to incomplete Shortcut initiations and the headache of chasing for missing data.
Improved Find a Contact Search Action in Zapier
Our commitment to seamless integration with Zapier continues with an exciting update. Previously, you might have encountered a frustrating 404 error when your Zap couldn’t find a Contact. 👤 Not anymore!
We've made significant improvements to our Find a Contact Search Action in Zapier. Now, instead of a contact not found error, you will receive a response indicating zap-search-was-found-status:false.
This empowers you to automatically handle scenarios where contacts might be missing from your system, rather than having your automation end with a 404 error message. No more roadblocks, just smooth automation at your fingertips.
New Notification Preferences
We’ve made enhancements to the notification preferences feature. You can access it by going to Settings > Notification Preference and selecting which notifications you’d like to receive.
This new functionality is now available for both desktop and mobile push notifications, allowing you to receive notifications for assigned contacts, unassigned contacts or mentions as you like.
A More Personalized Onboarding Experience
We're excited to introduce the latest update to our onboarding experience, designed to provide a more personalized journey from the moment you join respond.io.
New users who sign up will be able to see businesses in their region that are already benefiting from respond.io. Read their testimonials and draw inspiration from the possibilities that can be achieved with the right software.
This improved onboarding also gives you a more relevant channel guide based on your needs. You can quickly connect your desired channels to start messaging customers or making the most of our features. To check out this experience, sign up for a new respond.io account.
Respond.io Free Trial Now Upgraded to Business Plan
We are thrilled to announce the upgrade of our free trial from the Team plan to the Business plan! Now, you can enjoy a host of premium features and unleash respond.io’s full potential from the get-go to understand how it can address your specific business needs.
Here are some of the benefits you’ll receive:
- Amplified User, MAC, Workflow limits and more: Add more users to the platform, engage with more contacts and expand your automation capabilities, among others.
- Expanded feature set, including webhooks, Developer API and custom channels: Get access to a variety of advanced features to streamline operations, enhance productivity and deliver exceptional customer experiences.
- Advanced insights for workload and conversation tracking: Gain in-depth reports and analytics to understand your customer base better, measure agent and campaign performances, and make data-driven decisions to drive your business forward.