Changelog
Follow up on the latest improvements and updates.
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We’re introducing
Channel-Level Fields
, giving you more control over how customer data is stored across different WhatsApp numbers (WABAs).Earlier, customer fields were global. This meant that if a customer interacted with multiple WhatsApp numbers, the same field values were shared across all channels.
Now, that changes.
What Are Channel-Level Fields?
Channel-Level Fields allow you to:
- Define fields specific to a WhatsApp number (channel)
- Store different values for the same customer across different WABAs
- Separate data visibility between teams handling different numbers
This means the same customer can have different field values depending on which business number they are interacting with.
Why Does This Matters?
- Clear Team Separation: Sales and Support teams can maintain their own independent data.
- No Data Overwrite: Updates made on one WhatsApp number won’t affect another channel.
- Contextual Conversations: Each team sees only the data relevant to their workflow.
- Cleaner Operations: Avoid confusion caused by shared global fields across departments.
Example Use Case
A customer interacts with:
- Sales WhatsApp number
- Support WhatsApp number
Earlier, Both teams saw and updated the same field. Now:
- Sales team can have fields like Lead Stage, Deal Value, Follow-up Date
- Support team can have fields like Ticket Status, Issue Category, Resolution Type
Each team works independently — without interfering with the other.
Customer data — now structured by channel, not just by contact.
We’re excited to introduce DoubleTick’s WhatsApp Integration for Microsoft Dynamics, enabling teams to access WhatsApp conversations directly inside their CRM records.
This brings messaging, deal management, and customer context together in a single workspace.
What This Means for You
WhatsApp conversations can now be accessed directly within:
- Lead records
- Opportunity records
- Contact views
- No external tools required.
Key Benefits
- No More Platform Switching: Sales teams can chat on WhatsApp without leaving Bitrix.
- Full Conversation Context: View recent WhatsApp history directly inside the Lead or Deal.
- Faster Follow-Ups: Respond immediately while reviewing deal details.
- Better Team Collaboration: Anyone opening the Lead/Deal can see the communication trail.
- Improved Productivity: Less tab hopping. More focused selling.
WhatsApp + Microsoft Dynamics CRM — finally working in one place.
We’re introducing the DoubleTick WhatsApp Integration for Bitrix24 CRM, bringing WhatsApp conversations directly inside your Lead and Deal views.
No more switching tabs. No more context loss.
Your WhatsApp conversations now live where your sales team already works.
What This Means for You
With the DoubleTick app inside Bitrix24:
- WhatsApp chat appears directly inside Lead & Deal records
- Users can view recent WhatsApp conversations instantly
- Teams can respond without leaving Bitrix
All communication stays contextual, structured, and aligned with CRM data.
Key Benefits
- No More Platform Switching:Sales teams can chat on WhatsApp without leaving Bitrix.
- Full Conversation Context:View recent WhatsApp history directly inside the Lead or Deal.
- Faster Follow-Ups:Respond immediately while reviewing deal details.
- Better Team Collaboration:Anyone opening the Lead/Deal can see the communication trail.
- Improved Productivity:Less tab hopping. More focused selling.
WhatsApp + Bitrix24 CRM — finally working in one place.
We’re introducing
Funnel Analytics
, now available inside the Enterprise Analytics suite.Funnel Analytics gives you a structured view of how customers move across key events — and exactly where things are dropping off or converting.
Because what you don’t measure, you can’t improve.
What Is Funnel Analytics?
Funnel Analytics allows you to track performance across event stages such as:
- Messages Sent, Messages Delivered and Messages Received
- Template-level engagement - Sent, Delivered, Read and CTA button clicked
You can now visualize the journey — step by step.
What You Can Track
- Conversion Rates:Measure how many users move from one stage to the next.
- Drop-Off Rates:See exactly where users stop progressing in the funnel.
- Drop-Off Points:Identify the exact stage causing performance leakage.
Why This Matters
- Optimize Campaign Performance:Identify weak points in delivery or engagement.
- Improve Conversion Rates:Understand where customer response drops — and fix it.
- Template Effectiveness Insights:See which templates actually drive replies.
- Data-Driven Decisions:Move from assumptions to measurable funnel tracking.
Ideal Use Cases
- Campaign performance measurement
- Template A/B comparisons
- Engagement tracking
- Delivery diagnostics
- Reply rate optimization
- Conversion analysis across messaging flows
Funnel Analytics is now live under Enterprise Analytics. Track performance. Identify leaks. Improve outcomes.
We’re introducing IP Address Blocking, an enterprise-grade security feature that lets you control where your DoubleTick workspace can be accessed from.
With IP access control, only users connecting from approved IP addresses or networks can log in — adding a powerful extra layer of protection beyond usernames and passwords.
What Is IP Address Blocking?
IP Address Blocking allows you to restrict workspace access to trusted networks such as:
- Office networks
- Company VPNs
- Approved locations and IP ranges
Any login attempt from outside these allowed IPs is automatically blocked.
How Does It Works?
- Configure: Individual IP addresses or CIDR-based IP ranges
- Once enabled:
- All active users are logged out
- Users must log in again from a whitelisted IP
- Access is denied if the IP is not allowed
Who Is This For?
- Enterprise customers with strict security requirements
- Organizations with dedicated IT or security teams
- Companies managing internal tools behind VPNs or trusted networks
Why does This Matters
- Simple configuration, enterprise-level control
- Strong defense against unauthorized access
- Works alongside existing authentication mechanisms
- Maintains a tight security posture without impacting daily workflows
We’re introducing Enterprise Security, a powerful new feature designed for organizations that need strict control over sensitive data.
With this release, enterprises can protect PII (Personally Identifiable Information) by using their own security and compliance systems to decide what should be masked, blocked, or rejected — in real time.
What Is Enterprise Security?
Enterprise Security allows you to plug in your custom Security API that defines:
- What qualifies as sensitive data
- How it should be detected
- What action should be taken
How Does It Work?
You configure a custom Security API
The API can use:
- Internal PII detection models
- DLP (Data Loss Prevention) tools
- Compliance & governance rules
Every message (text or media) passes through this API before being processed. You have full control over detection logic, rules, and enforcement.
You can choose between two modes:
Mask Mode
- Sensitive information is automatically masked
- Data is hidden before storage or sharing
Reject Mode
- Messages or media containing sensitive data are blocked
- Content is not sent at all
Works both ways
- Agent → Customer
- Customer → Agent
This works for both text and media.
What Can Be Protected?
- Financial data
- IDs and documents
- Any custom sensitive fields defined by your organization
- Eg. an Indian bank can setup:
- Aadhar card number, PAN card number etc can be masked
- Credit card numbers, account numbers or OTP
- Can mask the aadhar card number in the image
You decide the scope — fully configurable.
Why Does This Matters for Enterprises?
- Built for regulated and security-first organizations
- No compromise on compliance or governance posture
Enterprise Security is now available for customers who require advanced data protection and compliance controls.
Your data. Your rules. Your security. 🔐
We’re excited to share a major expansion in WhatsApp calling capabilities which enables businesses to make and receive voice calls via the WhatsApp platform — which is now supported on mobile devices (both Android and iOS) in addition to web interfaces.
Mobile Calling Support
- Initiate outgoing voice calls to customers from Android and iOS devices.
- Receive incoming calls directly on mobile, synced with your WhatsApp Business workflows.
Why Does This Matters?
- Say goodbye to being tied to a desktop — agents can now take or place WhatsApp calls from their mobile devices.
- Support and sales teams can stay responsive whether they’re in the office or out in the field.
Voice calling on WhatsApp API just got mobile —
giving your teams powerful real-time communication right where they are!
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.
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