Team members go on leave. Meetings run long. Priorities shift. But customer conversations shouldn’t stop.

Introducing Collaborators for our enterprise customers — the easiest way to share chat access with anyone in your DoubleTick workspace.

With Collaborators, you can:

No more bottlenecks. No more waiting for someone to return from leave or finish a meeting.

Keyword-based bots are great when you know what customers will type. But not every customer uses the exact keywords you expect.

The new “No Keyword Match” trigger lets you build automation for any inbound message that doesn’t match your existing keywords — giving you full coverage across all scenarios.

Why does this matter?

What kind of bots can be created?

When SLAs break, customer frustration rises — and revenue opportunities can be lost.

The “SLA Breached” trigger fires a bot flow whenever the response or resolution SLA you’ve set is violated.

Why does this matter?

What kind of bots can be created?

Reviewing hundreds of chats each day is overwhelming. Now you don’t have to.

Introducing AI Weekly Chat Summary — your smart recap of everything that happened across conversations.

It gives:

Stay informed without digging through long threads — it’s the simplest way to stay on top of customer interactions.

We’ve taken the AI Magic Wand to the next level.

Earlier, you could generate replies from scratch. Now, you can also refine, rewrite, and polish your existing messages.

Use AI to:

All built seamlessly into the DoubleTick chat composer — ensuring your team communicates clearly, confidently, and professionally every time.

Our new AI-driven Truly Awaiting Reply feature understands real customer intent — not just keywords or basic if-else logic.

Traditional systems tag chats as “awaiting reply” even when a customer sends messages like “Thanks”, “Okay”, or “Cool” — which typically mean the conversation is already closed.

Not anymore.

DoubleTick AI now:

This means your team sees a clean, actionable queue — saving time, reducing clutter, and improving response accuracy.

Your team can now — turning chats into real conversations in seconds. Sales follow-ups, customer support, and engagement just got faster, smarter, and more human — all while keeping at the heart of it.

⚡

👉 Reach out to your or

DoubleTick Support

to activate Business-Initiated Calls today and start engaging customers like never before!

We’re excited to introduce — a powerful new add-on feature designed to give your business the data visibility it needs to grow smarter and faster.

In today’s competitive market, gut feeling isn’t enough. Businesses thrive when . With Enterprise Analytics, you finally have a single dashboard to understand:

📊 How your chats and messages are performing

👥 How your team is engaging with customers

⏱ Where delays or SLA breaches are happening

📈 Which campaigns are driving responses (and which are not)

Track each team member’s workload, response times, and chat performance. Spot high performers, identify training needs, and balance workload to prevent burnout.

Monitor irritated chats, SLA breaches, and response delays. This helps you understand where customers are getting frustrated and take proactive steps to fix it.

See how many messages are going out, how many customers are engaging, and whether your campaigns are driving the right conversations.

With hourly, daily, or monthly breakdowns, you’ll know exactly when your team faces peak chat volumes — making it easier to allocate staff efficiently.

Need to present insights to leadership or run deep offline analysis? Export raw data directly into Excel and take it further.

: Track order-related chats, delivery updates, and post-purchase feedback.

: Measure response times for booking inquiries, upsells, and guest requests.

: Monitor student support chats, class reminders, and escalation handling.

: Keep tabs on SLA breaches, team performance, and campaign outcomes.

No matter your industry, Enterprise Analytics helps you answer:

➡️ Are my customers happy with my response times?

➡️ Is my team performing at its best?

➡️ Are my campaigns bringing real results?

To learn more about Enterprise Analytics Contact DoubleTick Support, or Reach out directly to your Account Manager

With Enterprise Analytics, you don’t just see data — you see opportunities to grow 🚀.

Hey DoubleTick Family 👋,

We’re excited to announce a to our Interactive List Message component – you can now add directly into your WhatsApp flows! 🎉

Until now, you could only add items into your list messages. But starting today, you can make your list items – pulled directly from your live data and APIs. That means smarter, more personalized, and more scalable conversations with your customers. 💡

When a user selects an item, the actual value (like request.id = 1234) is passed along in the response.

→ Show users their own orders, tickets, or events.

→ Lists expand or shrink based on live data (no manual editing).

→ Selected button passes the actual mapped value, ensuring the right record is fetched.

→ Reduce manual input and give users quick access to the info they need.

: Display recent tickets from your helpdesk API → user taps a ticket → get instant details.

: Show recent orders → user taps → get shipment tracking or invoice.

: List upcoming events → user selects one → get date, time, and venue details.

: Display upcoming appointments → user confirms or reschedules instantly.

✨ With Dynamic Lists, your WhatsApp conversations are no longer static – they’re interactive. Start using this feature today and deliver next-level customer experiences 🚀.

We’re thrilled to announce that is now available in as an add-on feature! 🎉

No more juggling multiple passwords or worrying about login security — with SSO, your entire team can enjoy a seamless, secure, and hassle-free login experience.

Single Sign-On (SSO) allows your team members to log in to DoubleTick using their organization’s trusted identity provider — like Microsoft Azure, Google Workspace, or others — instead of separate DoubleTick credentials.

✨ – One login for everything. No more remembering multiple passwords.

✨ – Centralized authentication with your trusted provider keeps data safer.

✨ – Easily invite and manage users across your organization.

✨ – Tailored for large teams that value efficiency and control.

With SSO, your team won’t just save time — they’ll also gain a secure, frictionless way to connect to DoubleTick every day. Perfect for enterprises that demand

👉 Ready to enable SSO for your organization? Head to your DoubleTick Enterprise settings today and get started!