Dandelion

Last update February 19, 2024

What's New?	Learn More
Answers	Use Generative AI to design your chatbot instead of designing it manually Show or hide attribute values in Answers and Conversations. Also, mask the values of sensitive attributes Add a timeout to webhooks to make sure that the conversation continues even if the webhook response is delayed or unavailable New element in WhatsApp to enable end users to share their location by selecting a button Track details about chatbot activities in audit logs When configuring your chatbot, you can now view all languages that are supported by Answers
Moments	Create custom elements in Exchange to add new functionality to the flow
People	Enhanced data protection in People
Broadcast	New user roles New RCS Content editor
RCS	New RCS App URL Shortening & tracking
Metrics API	Data filtering
Messages API	Failover Validity period
WhatsApp	New template messages New payments provider
Apps and Integrations	Moments - Flow element integration in Exchange Salesforce Marketing Cloud messaging
Messages	New Messages component that enables you to reuse messages in multiple communications
Conversations	Conversations transcript export improvements Hiding confidential customer information from agents Improved features in All Work Email in the Conversations mobile app Support for company attributes in automations as conditions Adding a limit for the number of dispositions per conversation Introducing a new Form trigger and condition to automations Adding support for the OR operator Increased maximum time in time-based automations Enhanced formatting for emails Improved visibility on smaller screens Enhanced link placement
Essentials	API scopes REST API traffic encryption
CPaaS X	Sending Strategy Management update

Answers

Use Generative AI to design your chatbot

Use Answers copilot, which is a Generative AI (GenAI) feature, to design your chatbot instead of designing it manually. Provide textual instructions (prompts) to the GenAI to design either the chatbot or a part of the chatbot.

The following are examples of what you can do using Answers copilot.

• Create a new dialog that contains the elements that you specify.
• Add chatbot elements to a dialog.
• Remove chatbot elements from a dialog.

For more information, refer to the Answers copilot documentation.

Show or hide attribute values

Use the Available to agents and Sensitive data fields to show or hide attribute values in Answers and Conversations.

• If you select Available to agents, the attribute value is displayed in the context card and conversation history in Conversations.
• If you select Sensitive data for an outbound attribute, the attribute value is encrypted and is displayed as a hashed value in Answers and Conversations.
• If you select both fields for an outbound attribute, the attribute value is displayed as a hashed value in the context card and conversation history in Conversations.

Use these fields if the attribute contains sensitive data. These fields are especially useful when chats are transferred to live agents.

For more information, refer to the Fields in a standard attribute documentation.

Add a timeout to your webhooks

You can now add a timeout period for your webhooks.

When a webhook interacts with external services or APIs to fetch data or perform actions, there may be delays because of network issues, server load, and other factors. The chatbot might wait indefinitely for a response and cause the conversation with the end user to stop.

Add a timeout period to make sure that the conversation continues even if a webhook response is delayed or unavailable.

Specify how long the chatbot needs to wait for a response from the external service or API.

Specify the fallback action that needs to happen when timeout occurs. Example: Go to a specific dialog or inform the end user that an issue has occurred.

For more information, refer to the  Webhook element documentation.

Enable end users to share location by using a button

Use the new User location element for the WhatsApp channel to get the location from an end user. This element sends a button to the end user. The end user can select the button to send their location to the chatbot.

You can then use the end user's location to provide location-based information and services.

For more information, refer to the User location element documentation.

View audit logs for chatbots

You can now track details about chatbot activities in the audit logs. You can view the following information.

• Chatbot activation and deactivation. You can identify information such as whether the chatbot was deactivated manually or it was stopped because of subscription deactivation or insufficient credit.
• Chatbot creation and deletion. You can identify information such as the user who created or deleted the chatbot, whether the analytics were deleted, and the template from which the chatbot was created.
• Chatbot import and duplication. You can identify information such as the user who imported or duplicated the chatbot, and the chatbot from which it was duplicated.

Only users with the role of Infobip admin can view the audit logs.

For more information, refer to the Audit log documentation.

View all supported languages

When configuring your chatbot, you can now view all the languages that are supported by Answers. So, you can select a specific language based on your requirements. You can view these languages when configuring the following:

• Language field in the chatbot settings.
• Intent language field when you generate training phrases automatically using AI.

For the list of supported languages, refer to the Language documentation.

Moments

Create custom flow elements to add functionality to the flow

Create custom elements in Exchange and use them in your flow to add new functionality to the flow.

Example: Create a custom element to integrate your flow with third-party systems. Call third-party APIs and personalize the flow journey based on the response.

Configure the element once and reuse it across multiple communications.

The following are examples of use cases.

• Integrate your flow with a webinar platform to automatically register the end user for meetings.
• Connect your flow with a GenAI platform to generate personalized content within the flow.
• Connect your flow to your CRM to transfer data or add profiles to specific groups.

For more information, refer to the Developing with Infobip documentation.

People

Enhanced data protection in People

Data protection in People follows International Standards Organization (ISO) and System and Organization Controls (SOC) standards. Data protection includes security controls, privacy practices, maintaining confidentiality, and availability of critical systems and information. Data is protected when it is in transit and at rest.

For more information, refer to the Data security and encryption documentation.

Broadcast

User roles

Introducing new user roles: Maker and Checker. Maker can create and define campaigns, while Checker is responsible to ensure compliance and quality of campaign before launching.

New RCS Content editor

Refreshed user interface for seamless creation of Broadcast campaigns.

RCS

New App editor

New App editor for RCS is available in Channels and Numbers. It creates better user experience, enabling you to register your sender directly from the app.

URL Shortening & tracking

Shorten your URLs for better visual representation of the message. With additional functionality Click tracking, you can find out how your audience reacts to your message in real-time. This option is available inside Broadcast and with RCS API v2.

Metrics API

You can now use trafficType and senderType variables to filter and aggregate user data.

Messages API

Failover option added to Messages API. This ensures you that your message is delivered inside specified validity period.

WhatsApp

New template messages

Carousel message: Send a single text with up to 10 carousel cards.

**Coupon codes:**Copy code easily with integrated button for it.

Both templates are available only over WhatsApp API.

New payment provider

Pix payments is the new payment provider in Brazil.

Apps and Integrations

This release includes the following new and updated integrations.

Flow Integration in Exchange

We're excited to announce the availability of the Flow integration in Exchange, unlocking new possibilities for seamless customization and interaction. With this release, developers can now effortlessly add custom Flow Elements, enabling the invocation of third-party APIs and personalization of flow journeys without the need for users to have technical knowledge.

Key Highlights:

• Custom Flow Elements: Integrate your workflows with ease by adding custom Flow Elements tailored to your requirements
• API Integration: Effortlessly call 3rd party APIs directly from your flows, expanding your integration capabilities
• Personalized Journeys: Tailor flow experiences based on API responses, providing dynamic and customized interactions for end-users
• User-Friendly Experience: No technical expertise is required from users – our intuitive interface makes customization accessible to all users

To view the documentation, see Developing with Infobip.

Salesforce Marketing Cloud messaging

This release includes the following list of feature updates:

• Manage Multiple Infobip Accounts: If you are using separate billing entities with Infobip, you can now connect them all to one Marketing Cloud business unit, simplifying your workflow.
• Control Your Messaging Pace: Stay ahead of customer service overload. This update lets you limit the sending speed of your campaign messages, ensuring a smooth flow and manageable response volume.
• Enhanced Data Security: We're prioritizing your data privacy. Cloud pages are no longer used for delivery reporting, minimizing the risk of data manipulation. For existing users, you'll see the webhook setting as "External", but we highly recommend switching to "Native" for direct saving to data extensions and stronger security. "External" also allows you to put a webhook URLs outside of Salesforce for saving reports to another software tool. Remember, the choice is yours.
• Streamlined Journey Configuration: Building journeys just got simpler. The Reports Activity section now requires only two selections: "Delivery reports" and "URL tracking reports." Fewer fields, less room for error, and all data conveniently stored in your chosen data extension.

For more information, go to the Salesforce Marketing Cloud messaging (opens in a new tab) listing.

To view the documentation, see Salesforce Marketing Cloud messaging.

Messages

New Messages component to reuse messages across communications

The Messages component enables you to reuse messages in multiple communications. Instead of creating separate similar messages for each communication, you can create a single message and use it multiple times.

You can reuse a message as follows:

• In multiple sections of the same communication.
• In multiple communications.

Use the Messages section to view and manage all your messages in one place.

For more information, refer to the Messages documentation.

Conversations

Conversations transcript export improvements

This release brings improvements in the Conversations transcript export. In addition to filtering based on the creation date of a conversation, you will now have the option to filter reports using the active date which will reflect the period when the conversation was actively engaged. The system will consider a conversation as active when the participants interact with each other over a selected period.

Another improvement in report filtering is the removal of the mandatory agent selection field. You will no longer be required to choose an agent when applying filters to your reports.

Furthermore, the file name will no longer remain empty; instead, it will include the Report ID ({reportid}.no_data.xlsx), helping you easily identify the required report.

More info here.

Sensitive data masking

With this release, we bring enhancements aimed at safeguarding sensitive customer data. To illustrate, in scenarios where a customer engages with a bank and shares sensitive information with the chatbot, agents will not have visibility into this data. Instead, sensitive values are either concealed or masked, or the entire message containing such data is hidden.

All Work improvements

This release brings enhanced performance, improved user experience for both supervisors and agents, multiple new features, and addresses complex access and view management requirements. Some of the improvements include:

• Faster issue resolution
• Enhanced user productivity
• Reduced training time
• Accurate ticket retrieval
• Positive customer experience

For more information, refer to the All Work documentation.

Email in Conversations mobile app

Email has come to the Conversations mobile app - this seamless integration of email channels within the mobile application enables users to send, receive, and manage emails.

Support for company attributes in automations as conditions

Bringing support for company attributes in automations as conditions in Conversations enables businesses to create more intelligent and context-aware automated workflows. By incorporating company-specific data into the automation decision-making process, organizations can deliver highly relevant content and responses to their customers, enhancing the overall user experience.

More info here.

Adding a limit for the number of dispositions per conversation

This update introduces a limit for the number of dispositions per conversation:

• The maximum limit for dispositions per account is set at 10,000 attributes.
• The maximum number of dispositions that can be assigned to one conversation is limited to 500.

New Form trigger and condition in automations

This release introduces a new Form Field Updatedtrigger and a corresponding Form Valuecondition that brings several key benefits:

• Real-time responsiveness
• Customized user management
• Data-driven automation

Adding support for the OR operator

With the introduction of the OR operator in condition, we are enhancing the flexibility and complexity of workflow automation by empowering users to create more nuanced and inclusive automation rules, allowing for a wider range of scenarios and conditions to be considered.

Increased maximum time in time-based automations

We have increased the maximum time in time-based automations from 3 to 90 days. With this improvement, you have enhanced flexibility, allowing for more comprehensive scheduling and automation customization.

Enhanced formatting for Email

This update involves enhancing the formatting capabilities with an upgraded email editor. Composing emails is now more user-friendly as agents can utilize various formatting options, including text formatting, bullet points, and inline images, to craft professional and visually appealing responses.

Improved visibility on smaller screens

In this release, we have addressed the visibility challenges highlighted by recent feedback and reduced the white space in the header and text modal areas. This optimization minimizes unnecessary padding, enhances the visibility of the main conversation content, and improves the overall user experience on smaller devices.

Enhanced link placement

This release also slightly changes the placement of the "Unlink conversation" link in the Customer section, whose proximity to the "View and edit in People" link led to frequent unwanted accidental activations. Since this disrupted the workflow, we have repositioned the link to reduce the likelihood of accidental clicks and enhance user satisfaction.

Essentials

API scopes

We are introducing API scopes that can be selected during API key creation on the web interface or using the API. This feature enhances security and enables more granular access control which API key can be used to authorize your requests to specific API endpoints.

REST API traffic encryption

This update outlines the approach to managing public traffic encryption and how security changes are addressed to prevent any disruptions in the usage of our REST API.

CPaaS X

This release introduces significant enhancements to our Application and Entity user interface. The update includes:

• Streamlined workflow for managing applications, entities, and associated resources all in one place.
• Ability to integrate messaging platforms and alpha senders to tailor your communication approach to your specific needs.
• Intuitive interface that makes managing your communication resources a breeze.