Optimization in the WhatsApp Template Sending API

The "2. WhatsApp API for Sending Templates" from the Wolkvox WhatsApp API group has been optimized.

With this improvement, the system now returns the complete, unaltered response directly from Meta, without modifications or simplifications, providing greater transparency and accuracy in the information.

Benefits

• Clearer Insight: Better understanding of the actual status of sent messages.
• Precise Error Identification: Pinpoints specific errors reported by Meta (e.g., unapproved template, format errors, invalid parameters).
• Enhanced Traceability & Auditing: Improves tracking and auditing of the message-sending process.
• Easier Integration & Debugging: Simplifies troubleshooting for technical teams and integrators.

You can also access the API documentation in Postman Collections [here].

IPv6 Compatibility in Wolkvox Firewall IPs

Wolkvox now expands its connectivity capabilities with full IPv6 compatibility in Firewall management. This enhancement allows users to register and manage both IPv4 and IPv6 addresses within the system’s security rules, ensuring reliable and modern access to Wolkvox Manager and Wolkvox Agent.

Benefits

• Future Scalability: Full support in response to IPv4 address exhaustion.
• Enhanced Compatibility: Works seamlessly with modern corporate networks and regulated environments operating under IPv6.
• Optimized Availability: Ensures accessibility in regions and for clients where IPv6 is the default protocol.
• Strengthened Compliance & Security: Aligns with international technological standards for improved security.

Advanced Speech Analytics with Automatic Topic Detection and wvx Copilot Integration

Wolkvox has enhanced its Speech Analytics service for voice and chat interactions by integrating advanced artificial intelligence. The need to manually configure categories and keywords has been eliminated, as the system now automatically identifies key topics and the most frequent themes in each interaction.

This update simplifies tool management and deepens analysis capabilities. Additionally, a new "Home" tab has been integrated into the Dashboard – Voice and Text Analytics section, powered by wvx Copilot. This AI assistant facilitates data interpretation, trend analysis, and customer service behavior insights, automatically extracting summarized information and business objectives from the analysis of the last 100 interactions.

Benefits

• Deep, Automated Analysis: Automatically detects the most frequent topics in interactions without requiring manual category setup.
• Data Interpretation Guidance: wvx Copilot helps supervisors interpret data, business trends, and automatically identify operational goals.
• Continuous Improvement: Enables analysis of First Contact Resolution (FCR) effectiveness and enhances understanding of customer service behavior and experience.
• Operational Efficiency: Eliminates the operational friction of manual category and keyword configuration, making the tool more robust and user-friendly.
• Fast Strategic Insights: The new "Home" tab provides summarized information and enhanced dashboards for strategic decision-making.

Detailed Analysis: The "Voice of the Customer" tab has been optimized to segment results from the last 100 interactions by Sentiment, FCR (First Contact Resolution), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).

Inactivity Messages in Wolkvox Manager Web Chat

Wolkvox now includes inactivity message functionality for the web chat channel, allowing automatic reminders to be sent to customers when they don’t respond within a set time. Previously unavailable in the web channel, this feature is easily configured in wolkvox Studio within the "Start" component of the routing point linked to your web chat created in wolkvox Manager.

Benefits

• Higher Customer Retention: Encourages users to continue the conversation with timely reminders.
• Reduced Chat Abandonment: Prompts customers to respond before closing the chat.
• Flexible Configuration: Allows customization of wait times (timeout) and inactivity messages based on business needs.
• Better Operational Control: Provides traceability and management of inactivity times in chat flows.

Activating Inactivity Messages

To enable this feature, follow these steps:

1. Go to wolkvox Studio, open the ChatBot-type routing point linked to your web chat in wolkvox Manager, and access the "Start" component’s configuration panel.
2. Check the option “Enable inactivity message sending.”
3. Configure the settings as desired: 
   1. Set the timeout (in minutes) and the number of message repetitions.
   2. Write the inactivity message to be sent automatically (e.g., "Hello, are you still there?").
   3. You can also add multiple inactivity messages.
4. Click "Save" to apply the changes.
5. Once configured, the bot will automatically send the defined messages when inactivity is detected, enhancing the customer experience in your web chat.

New "Send Contact" Template Available in the "Reply Chat" Component for Gupshup Connectors

The "Reply Chat" component in wolkvox Studio now includes the "send contact" template for WhatsApp Gupshup (API Business) connectors.

Previously, this template was only available for Cloud API connectors, but with this update, compatibility is expanded, allowing more operations to leverage this functionality.

With this new feature, chatbots can send structured contact information (name, phone, email, address, etc.) in a format that users can save directly to their devices without manually copying data.

Benefits

• Operational Efficiency: Enables chatbots to share contact information without manual intervention.
• Enhanced User Experience: Recipients can save the contact with a single click.
• Speed and Accuracy: Avoids typing or copying errors.
• Extended Availability: Now accessible for Gupshup (API Business) connectors in addition to Cloud API.

Configuration

1. Go to wolkvox Studio, open your ChatBot flow, and select the "Reply Chat" component.
2. In the configuration, navigate to the "Advanced" tab.
3. From the template list, select "send contact (api business)".
4. Load the template.
5. Fill in the contact information fields (name, email, phone, address, etc.).
6. Save the changes in the component and compile the flow.

When the chatbot interacts with the customer, it can send the contact card directly in the WhatsApp conversation, ready to be saved to the user’s device.