Follow up on the latest improvements and updates.


Two new AI Agent branches have been added to help manage conversations better. The branches are:
  • Failure: Speak to Human
  • Failure: AI Unable to Answer
Both these branches manage the Contact’s journey when the AI Agent is unable to handle the conversation. The Contact’s journey proceeds to the
Failure: Speak to the Human
branch when, during the conversation, the Contact asks to speak to a human agent. On the other hand, the Contact journeys to the
Failure: AI Unable to Answer
branch when the scope of the conversation is outside the knowledge of the AI Agent, e.g., the Contact asks a question outside the scope of the Knowledge Sources provided to it.
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Learn more here.
Knowledge Sources: Scheduling website sync
You can now perform more actions on existing Knowledge Sources. Apart from viewing the website's log information, i.e., the links crawled within the website, you can also schedule to recrawl the website periodically using the
under the
menu. This will update the current data with the most recent content on the website, keeping the Knowledge Source up to date.
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Learn more here.
Idle Branch Wait Time Increased
The conversation is automatically closed if it remains idle for a maximum of 1 hour (60 minutes) now; previously, this was 15 minutes. You can alter the value when required.
Learn more here.
Showing AI Instructions
One of the challenges of using an AI Agent in a workflow is understanding its behavior once the workflow is saved or published. The
Show AI Instructions
button has now been added to show you a summary of the AI Agent’s behavior.
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Learn more here.
Knowledge Sources: Support for Text File Format
You can now also upload text files apart from PDF files as Knowledge Sources.
Learn more here.
Other Improvements
  • The AI Agent will now prioritize seeking clarification or getting more context before sending the fallback message; "I cannot find the answer in the provided context." The fallback message will only be used after attempting to clarify the contact's inquiries and if the AI Agent is unable find an answer.
  • Error messages such as “I cannot find the answer in the provided context” are now sent in the same language as the conversation.
You can now block Contacts to stop receiving spam messages from them. This keeps your inbox clutter-free, prevents future counts towards Monthly Active Contacts (MAC) usage and safeguards your business from security attacks and phishing attempts.
Here’s how you can easily block a Contact:
From Messages module
  1. Go to the module.
  2. At the top of the conversation, click the action menu icon and click
    Block Contact
  3. On the confirmation message, click
Block Contact 100
From Contacts module (only accessible by Owners and Managers)
  1. Go to the module.
  2. Under the
    column, click the action menu icon parallel to the Contact and click
    Block Contact
    . Alternatively, click the Contact’s name or profile photo to display the Contact’s profile, click the action menu icon and click
    Block Contact
  3. On the confirmation message, click
block c from c
Once a Contact is blocked:
The conversation will be moved to the 
Blocked Contacts
 Inbox or Segment in the Messages or Contacts module.
convo closed and blocked
You can unblock Contacts whom you think have been mistakenly blocked. Learn more on this as well as the implications of blocking Contacts here.
Experience our latest enhancements, such as improved growth widgets, increased team sizes, expanded language support, and enhanced Click-to-Chat Ads and more, making it easier for you to engage with your audience and streamline your internal collaboration. Discover what's new:
Track Current Page URL With Growth Widgets
We've enhanced our Growth Widgets for WhatsApp, Viber and Email Channels. Now, you can include the current page URL in the pre-filled text. This helps to enhance the context of your conversations and makes understanding customer queries easier.
Learn more here.
Increased Number of Teams for Enterprise Plan
Organizations on the Enterprise plan will now have the capability to create up to 200 teams, doubling the previous limit.
Learn more here.
Focused View on Ongoing Workflows in Messages Module
To streamline the navigation and management of workflows in the messages module, we've updated the view for the workflows icon. Now, when you click on it, you'll only see ongoing workflows. This simplifies the view, making it easier to focus on and manage active workflows.
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Expanded Language Support for Field Names
We have expanded language support for field names across the platform. You can now use non-alphanumeric characters, including emojis, in several essential fields. Fields now supporting a broader range of characters include:
Team Name, Snippet Name, Inbox Name
Segment Name.
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Enhanced Receipt Details for WhatsApp Balance Top-Up
We have improved receipt details for WhatsApp balance top-ups to enhance transparency, making financial documentation more comprehensive and useful for your business. The generated receipts for WhatsApp balance top-ups will now include essential information such as
User's company name
Screenshot 2024-03-29 at 6
Click-to-Chat Ads Workflow Enhancements
We've made two significant improvements to enhance your experience with Click-to-Chat (CTC) ads in workflows.
Firstly, you can now select CTC ads in workflow triggers that has multiple destinations, such as Messenger, WhatsApp, and Instagram. This enhancement from single-destination CTC ads to multi-destination enhances flexibility in how you engage with your customers.
Secondly, we've introduced a new contact event (Click-to-Chat Ad: Leads Ad). When a user fills up a form on a CTC Ad leading to Messenger or Instagram channel connected to, you'll be able to view the contact's responses to the form questions directly within
image (50)
Enhanced Contact Management with Automatic Duplication Checks
We’ve made enhancements to streamline your contact management. Now, when a contact sends an incoming message, our platform automatically checks for duplicates by matching the phone numbers or email addresses of your existing and manually imported contacts, ensuring that duplicated contacts are not created.
We’ve made improvements to the - Inbox mobile app to enhance your mobile experience.
Translate messages on the go with Respond AI
Translate incoming messages instantly from the mobile app so that you can understand customer needs in your language. Here’s how:
  1. Simply tap the action menu button on the message you want to translate, then tap
    Translate with Respond AI
  2. Tap your desired language and the message will be instantly translated.
You may switch between
View Original
View Translated
to view the message in its original and translated language respectively.
Reply to specific messages with AI Assist
Draft smarter replies to messages with AI Assist, on the go. Simply double tap or long-press on the message you want to reply to, then tap
Reply with AI Assist
Seamless and consistent mobile experience
Here are some additional enhancements to further optimize your mobile experience.
When you click on any link using your mobile device, it will now redirect you to the mobile app if you have it downloaded, and only to the mobile web if you don’t have it downloaded. The same applies when you’re attempting to access email inboxes, such as when resetting a password or signing in via a magic link.
Scrolling to the top screen with one tap
When you’re scrolling through notifications on the
Notification Center
tab, tapping the bell icon will now bring you to the top of the notification list of the same status. Similarly on the
tab, tapping the chat icon will bring you to the top of the conversation list of the same status.
Haven't downloaded our new app yet? Scan the QR code above or search “ - Inbox” in the Apple App Store or Google Play Store. Keep your app updated to enjoy the latest features and an enhanced mobile experience.
For optimal performance, ensure your device is running the latest software version (Android 10 or higher, iOS 16 or higher).
We have given the platform a fresh look and feel, making it look modern and helping you work smarter too!
The visual complexity is reduced so that you can see relevant information and features better at a glance. With better color, contrast, spacing and more, these make the platform more intuitive to use, leading to faster agent onboarding and lesser mistakes made on the platform.
Pendo _ Respond 3
Rest assured, your processes will continue to run seamlessly.
Respond 3.0 keeps getting better! Stay tuned for even more exciting enhancements to be unveiled in phases, designed to further elevate your experience with our platform.
We've upgraded our onboarding experience to offer direct support to our Sales team via the “Book a Demo” button.
Mar-12-2024 12-27-59
Once your organization is set up, you can get all the help you need to explore our platform in depth and see how it can be customized to fit your business needs.
Presenting our latest AI Agent feature - the
Collect Information
objective. You can use this objective when you want the AI Agent to ask specific questions and save the responses as variables. Previously, our AI Agent's sole Objective was
Answer Questions
, which could help you respond to customer inquiries and manage low-effort conversations efficiently.
With the addition of the
Collect Information
objective, you can now leverage AI to:
  • Collect names, phone numbers, email addresses, etc., to establish contact and communication with users.
  • Find out age, gender, occupation, education level, and other demographic details for market segmentation and marketing strategies.
  • Understand market trends by understanding product preferences i.e., types of products or services customers are interested in.
  • Collecting data on how much a customer is willing to spend can assist in offering the most suitable products or services.
Learn more here.
AI Agent Builder
The new AI Agent Builder helps you build your AI Agent via an interactive conversation with AI. The feature is available with every AI Agent Step, which streamlines the process of identifying the most suitable AI Agent Objective for your specific requirements and helps you provide the necessary configurations for it. In short, by answering a series of targeted questions, you can effortlessly create an AI Agent with the Objective that suits your needs and provide the necessary configurations for it.
For instance, while using the Collect Information objective, the AI Agent Builder guides you through the steps of determining what information the AI Agent should collect from the user and how the information needs to be saved on the platform. Thus ensuring a tailored and efficient AI Agent that aligns perfectly with your operational needs.
Learn more here.
AI Agent Persona for the AI Agent Step
You can now define the AI Agent Persona for every AI Agent Step. Provide a description of how the AI Agent should communicate i.e., the personality of your AI Agent, and define the distinct characteristics of the AI Agent. You can learn more about aligning your AI Agent’s persona with your brand voice here.
Learn more here.
The Inbox mobile app has been updated to include more comprehensive search functionalities within the Messages tab. Additionally, you can view the Click-to-Chat Ad event and the Ad Summary Card directly in the mobile app. The following details highlight the improvements made in this release:
Enhanced Search Bar
The search bar has been enhanced with expanded search capabilities, now including the ability to search for Messages and Comments, in addition to the pre-existing functionality for searching Contacts within the Messages tab.
Learn more here
Search Messages within a Single Contact
A new search feature has been added to simplify finding messages within a specific contact.
Learn more here
New Inbox Filter: All Status
A new filter option - “All” is now available, enabling you to view all conversations in the selected Inbox, regardless of their status.
Learn more here
Click-to-Chat (CTC) Ads Display
The Click-to-Chat ad event and Ad Summary Card are now supported and displayed on the mobile app. This allows you to view details of the CTC event directly within the app when a Contact interacts with a CTC ad.
Haven't downloaded our new app yet? Scan the QR code above or search “ - Inbox” in the Apple App Store or Google Play Store. Keep your app updated to enjoy the latest features and an enhanced mobile experience.
For optimal performance, ensure your device is running the latest software version (Android 10 or higher, iOS 16 or higher).
We have implemented a new privacy feature for Enterprise users - the ability to restrict Agents from accessing sensitive contact details, aimed at reinforcing security and privacy on our platform.
This feature specifically restricts agents from accessing sensitive contact details, such as phone numbers and email addresses, which will now be masked from the agent’s view in the contact drawer.
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In previous versions, agents had unrestricted access to this Personally Identifiable Information (PII) such as phone numbers and email addresses. Now, access level restrictions can be managed through a new setting in the user settings, enabling specific agents to be granted or denied access as required.
Learn more here.
Enhanced Contacts Search Performance
This enhancement ensures a more efficient search experience by narrowing down the number of potential matches the system has to retrieve and display, thus reducing the time it takes to locate the precise information you need. For example, if you search for
in Contacts search, the search result will include
, but not
Learn more here.
You can now experience new AI features and enhancements that simplify and improve your messaging experience. Let's explore what’s new:
Translate Messages Instantly with Respond AI
All users can now translate any incoming message into their preferred language directly within our platform with just one click. Here's how:
  1. Hover over the message you wish to translate.
  2. Click on the action menu button.
  3. Select “Translate with Respond AI”.
  4. Choose your desired translation language.
  5. The message is now translated.
To view the original message after it has been translated, click
View Original
, and to revert to the translation, click
View Translated
Learn more here.
Reply to Specific Messages with AI Assist
AI Assist has been upgraded for more efficient messaging. You can now use it to draft a reply to specific messages in the Messages module. Here’s how:
  1. Hover over the message you want to reply to.
  2. Click the action menu button.
  3. Select “Reply with AI Assist”.
Enjoy streamlined and intelligent replies with AI Assist.
Learn more here.
Reply-To Preview for Easy Chat Navigation
Now, when you reply to a specific message in the Messages module, an interactive preview of the original message is also displayed. You can click the preview to jump to the message if necessary.
Click on this preview to jump to the location of the original message in the chat, making it easier to follow long or busy conversations.
Learn more here.
Dialogflow Update: Interaction with First Messages
Dialogflow has been updated to support interaction with the first incoming messages. Previously, welcome events opened conversations and triggered Dialogflow. Now, the first incoming message from a Contact will trigger the appropriate Dialogflow intent instead to ensure that the first interaction is meaningful.
Learn more here
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