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Follow up on the latest improvements and updates.
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Customers don’t interact with your business only on WhatsApp—they place orders, complete payments, and sign up through your website, CRM, and other systems. Until now, these actions were only tracked in DoubleTick if triggered through Bot Studio.
Now, you can fire
Custom Events
directly using the Public API
. Just pass the event name, your WhatsApp Business number, and the customer’s phone number—DoubleTick records it automatically and makes it available in your Funnel Analytics reports.This gives you a complete view of your customer journey by tracking actions across your website, CRM, and other external systems.
What you can do:
- Track customer milestones from any system
- Measure conversions more accurately in Funnel Analytics
- Record events without creating a Bot Studio flow
Want to learn more or need help setting this up? Reach out to the
DoubleTick Support Team
, and we’ll be happy to help.
By default, chats are sorted by
Latest Activity
, which means customers who’ve been waiting for a reply can get pushed down the list as new messages come in.Now, you can sort your chat list by
Longest Waiting
. This groups conversations into three sections based on who’s waiting:- Waiting for Business– Customer has replied, your team hasn’t
- Waiting for Customer– Your team has replied, waiting on the customer
- No Customer Response Yet– You reached out first, no reply yet
This makes it easy to spot which conversations need attention first and helps your team prioritize replies more effectively.
Want to learn more or need help setting this up? Reach out to the
DoubleTick Support Team
, and we’ll be happy to help.
Earlier, exporting Enterprise Analytics reports with
large date ranges
or lots of data could fail due to size limits. This made it difficult to download complete reports or access historical data.Now, you can simply request the report, and DoubleTick will
generate it in the background
. Once it’s ready, the report is automatically sent to your email.No more waiting for downloads or worrying about file size limits—you can continue working while your report is being prepared.
If your website required a login, API key, or other security details, your AI Agent couldn’t access that information—limiting what it could respond with.
Now, you can add
custom HTTP headers
(like Authorization
, Cookie
, or API Key
) while connecting your website. This allows your AI Agent to securely access protected pages
and use that information when responding to customers.If your access details change, you can
update the headers
anytime—no need to reconnect your website.This means your AI Agent can now answer questions using information from both your
public and protected pages
, making responses more complete and accurate.Want to learn more or need help setting this up? Reach out to the
DoubleTick Support Team
, and we’ll be happy to help.
If you’re using multiple WhatsApp Business numbers (WABAs), the
On Attribute Changed
trigger could sometimes run on more numbers than intended—leading to bots firing in the wrong place.Now, you can control exactly which WhatsApp Business number should trigger your bot.
When using a
Channel-level custom field
, the trigger runs only on the number where the field was updated. With a Customer-level custom field
, you can choose a specific WhatsApp Business number for the trigger.This gives you precise control over your bot flows and ensures they run only where they’re supposed to.
Things to know:
- Customer-level custom fields allow selection of only one WhatsApp Business number
- Channel-level custom fields allow selection of one or multiple WhatsApp Business numbers
- Existing triggers will continue to work as-is. To use this new behavior, replace the component with a new one
Want to learn more or need help updating your Bot Studio flow? Reach out to the
DoubleTick Support Team
, and we’ll be happy to help.
If your AI Voice Agent needed customer information during a call, it had to fetch it in real time—often causing small pauses in the conversation.
With
Pre-call Tools
, this is now handled before the call even begins. DoubleTick fetches the required information in advance and shares it with your AI Voice Agent, so it starts the conversation with full context—no delays, no interruptions.You can also convert an existing tool into a Pre-call Tool or switch it back anytime, giving you full flexibility based on your use case.
How it works:
- Pre-call Tools run only before the call starts
- If a tool is delayed or doesn’t respond, the call still connects normally
- Best used for fetching essential information needed at the start of a conversation
This helps your AI agent respond faster and deliver a smoother, more natural calling experience.
Want to learn more or need help setting this up? Reach out to the
DoubleTick Support Team
, and we’ll be happy to help.
Until now, scheduled Enterprise Analytics reports only showed numbers. To understand trends or view charts, you had to open the dashboard separately.
Now, Scheduled Enterprise Analytics reports include the same
charts
, graphs
, funnels
, and tables
as your Enterprise Analytics dashboard. Existing reports will automatically switch to this new format, and you can create new ones using the Schedule Email option from any dashboard.This means you can quickly understand performance directly from the email and easily share clear, visual insights with your team or stakeholders—no extra steps needed.
Want to learn more or need help setting this up? Reach out to the
DoubleTick Support Team
, and we’ll be happy to help.
It's easy to forget to mark team members
offline
after their shift ends. As a result, new chats can still get assigned
to agents who are no longer available.You can now enable
Auto-set members offline after working hours
in Working Hours. Once enabled, DoubleTick automatically marks team members offline after their working hours end, preventing new chat assignments outside their shift.When the next working hours window begins, chat assignments automatically resume. If a team member starts work earlier than scheduled, they can simply switch their status back to
Online
and begin receiving new chats again.This helps keep your team's availability up to date without requiring anyone to manually change their status.
Want to learn more or need help setting this up? Reach out to the
DoubleTick Support Team
, and we'll be happy to help.
Some customers prefer sending
voice notes
instead of typing. Until now, your AI Agent couldn't understand or respond to voice messages.Now, voice notes are automatically
transcribed
, allowing your AI Agent
to respond just like it would to a text message. It also supports multiple languages
, so customers can communicate in the way they're most comfortable with.Availability
: This feature isn't enabled for all organizations by default. If you'd like to use it, reach out to the DoubleTick Support Team to get it enabled.Want to learn more or need help setting it up? Reach out to the
DoubleTick Support Team
and we'll be happy to help.
If you're running a large
AI Voice Campaign
, using a single Gemini API
key can lead to rate limits when many calls are made at the same time. This can affect your campaign's ability to handle multiple calls smoothly.You can now add
multiple Gemini API keys
to the same campaign. DoubleTick automatically distributes requests across the available keys instead of relying on just one.Your campaign can now distribute requests across multiple Gemini API keys, reducing the chances of hitting API rate limits during high call volumes.
Want to learn more or need help setting this up? Reach out to the
DoubleTick Support Team
, and we'll be happy to help.Load More
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