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!

We’ve introduced a new permission under called . This feature gives you more control over what your team members can do inside DoubleTick, while keeping conversations well-organized.

The permission allows agents to start a brand-new chat with a customer.

When an agent sends the first message in a new chat:

This ensures accountability while still giving agents the flexibility to reach out to new customers when needed.

Imagine you’ve created a for your support agents where they can:

But you also want them to with customers when required.

With the permission enabled:

This balances control with flexibility — agents don’t have access to all unassigned chats but can still proactively reach out when necessary.

You can enable this permission by following these steps:

✅ – Decide which roles can initiate new chats.

✅ – Chats are automatically assigned to the initiator.

✅ – Agents can proactively engage customers when required.

This update ensures that your team can stay efficient, without compromising structure or visibility

WhatsApp has announced upcoming changes to message rates that will take effect on .

We want to ensure you stay informed and prepared for these updates.

🔺

🔻

🌍

✅

💡

No action is required from your side at this moment. However, we recommend:

📌 , so you can plan ahead with complete clarity.

At DoubleTick, our priority is to keep you updated and help your business continue scaling without surprises.

DoubleTick just got even more powerful! We’re excited to announce that , bringing.

No more switching apps. No more missed conversations. Now your team can.

📞

Receive and manage multiple incoming calls simultaneously without interruptions.

Every call is automatically recorded and ready for download, making it simple to review, share, and analyze conversations.

Track every interaction with detailed call logs. Instantly review missed, declined, and completed calls — filter by agent, WABA, date, or tags.

See call history directly inside the chat window for complete context in one thread.

This isn’t just another WhatsApp integration — it’s the

The calls will incur a per-minute pricing. Learn more about the per-minute pricing here

Start receiving WhatsApp calls inside DoubleTick 🎉

📌

👉 Reach out to your Account Manager or DoubleTick Support & Activate WhatsApp Calls today and give your customers the seamless, multi-channel experience they’ve been waiting for.

🤯 These are real results businesses are seeing after switching to — and now, it’s

You're running Meta ads. You get some leads, some leads are of good quality, the others, not so much. Now what if you could get more leads that convert?. That’s where Conversions API (CAPI) steps in.

Think of for your ads.

It tells Meta what really happens after someone clicks:

With this data, .

Not Just that, now get full visibility on the , and not just how many conversations started.

Even one poorly optimized campaign could be costing you thousands but CAPI fixes that — with proof, not promises.

Click on the lock icon below 👇🏻 to purchase the add-on, and our team will help you out with the implementation.

📩 Just reply with “” on DoubleTick Support or contact your Account Manager today.

Let’s face it—no one wants to talk to a wall. Your customers expect timely, relevant responses, whether they message you at 11 AM or 11 PM. That’s exactly why is about to become your automation MVP.

Introducing the — your new secret weapon for building smart, time-aware workflows that never leave customers hanging.

The Working Hours Condition is a powerful logic block in DoubleTick’s bot builder that helps your bot behave differently :

✅

🌙

🎉

Whether you’re running a support desk, booking appointments, or collecting leads — this block ensures your bot always delivers the right message at the right time.

No more one-size-fits-all responses! This feature allows your bot to:

All this, without you lifting a finger. 🙌

Here’s what makes the tick:

: Set your business hours with just a few clicks.

: Connect to agents during working hours, automate the rest.

✅ During Hours → Assign to live agent

🌙 Outside Hours → Auto-reply: “We’re currently offline. Your query has been recorded and will be addressed during support hours.”

🎉 On Holidays → Send festive greeting or hold message

When your bot knows what time it is, your customer experience gets an instant upgrade. The ensures your responses feel human, professional, and always on point.

So go ahead — build workflows that work harder while you work smarter.

At DoubleTick, we're always striving to make your customer interactions more personalized, efficient, and insightful. And today, we're excited to bring you a to your

Until now, you could store customer information using . But what if one field just isn’t enough? What if you need multiple options to be captured in a single go?

Now, you can — making your data more accurate, flexible, and reflective of real-world customer choices.

Real-life scenarios aren’t always black and white — and customer preferences rarely fit into a single checkbox. Whether you're in real estate, wellness, education, or retail, your customers often want multiple things at once.

Imagine a customer wants to book an appointment for:

Haircut, Manicure & Pedicure

Earlier, you could only tag one of these services in their contact profile. Now? You can — no workarounds, no compromises. Your staff knows exactly what services were requested, leading to smoother operations and enhanced customer delight.

🏡

You run a real estate agency, and a prospective buyer is looking for:

Property Types: 1BHK, 2BHK, 3BHK

Preferred Locations: Andheri, Ghatkopar, Powai

Instead of manually entering this information or creating multiple custom fields, — keeping your lead profiles rich, searchable, and easy to filter.

✅ – Store more context without clutter.

✅ – Easily filter contacts by multiple interests.

✅ – Tailor your messages based on full customer preferences.

✅ – No more repetitive data entry or missing out on key info.

That’s it — your Multi-Select custom field is now ready to use!

This is more than just a new field — it’s a smarter way to understand your customers. So go ahead, start using Multi-Select Lists and take your contact management to the next level. Your CRM game just got a serious upgrade!🚀