What's New

Follow new updates and improvements to BotPenguin.

January 14th, 2025

Release 3.9.3

The release details are as follows:

New Payment Integrations

Telr Payments and Peach Payments Integration
- We’ve expanded the Payment Component in the WhatsApp Bot by adding Telr Payments and Peach Payments.
- These new payment methods are now available in the Payment Component dropdown if enabled, offering greater flexibility for handling transactions.

Zendesk Integration Enhancement

Phone Number Mapping:
- You can now map phone numbers in the Zendesk integration, improving customer communication and support.

AI Training Feature

Generate FAQs from Chat Transcripts:
- We’ve introduced a new feature that allows you to automatically generate FAQs from chat transcripts and use them to retrain your bot, enhancing its response accuracy and effectiveness.
  How to Use This Feature:
  1. Navigate to the Inbox: Go to the Inbox section in the panel.
  2. Select a Chat: Choose the chat for which you want to generate the transcript.
  3. Click on ‘Autogenerate FAQs’: This will list all the FAQs generated from the selected transcript.
  4. Proceed to the Next Step: Click on the Next button to move forward.
  5. Select Bot and Category: Choose the bot and the relevant FAQ category for the generated questions.
  6. Submit to Knowledge Base: Click Submit to Knowledge Base, and the FAQs will be added, retraining the bot with the new data.

January 6th, 2025

New

What is it?
The Follow-up Question feature is designed to handle situations where the bot is unable to answer a user's query. In such cases, the bot will proactively suggest follow-up questions that users can ask. This ensures the conversation doesn't reach a dead-end and allows the user to explore alternative topics or solutions seamlessly. By offering these suggestions, the bot keeps the interaction engaging and helps guide the user toward a resolution.

For example, if the bot can't provide an exact answer, it might suggest questions like:

"Would you like to know more about [Topic A]?"
"Do you want to connect with a human agent for assistance?"

This ensures that users don’t feel stuck and always have the option to explore alternative topics or solutions.

How it benefits users:

Prevents Conversation Dead-Ends
Increased User Engagement
Customer-Friendly Interactions
Seamless Transition to Human Support

Dynamic Columns for the Inbox

What is it?
The dynamic columns feature allows users to customize the layout of their inbox. You can add, remove, or rearrange columns based on what’s most relevant for your workflow, ensuring a more tailored and efficient experience.

How it benefits users:

Improved Productivity:
Users can organize their inbox to display only the most relevant information, reducing clutter and making it easier to manage multiple conversations simultaneously.
Tailored Views for Different Roles:
Teams can customize their views based on specific roles or needs. For example, a sales team might prioritize lead status and contact details, while support teams can focus on issue categories and ticket priorities.
Quick Access to Key Information:
Dynamic columns allow users to quickly locate important details without switching screens or scrolling excessively.
Scalability for Growing Teams:
As businesses grow and handle more interactions, the ability to adapt the inbox layout ensures teams can manage their workload efficiently without feeling overwhelmed.

December 31st, 2024

Release 3.9.1

The Release updates are as follows:

✅ Platform Enhancements and Customer Success Resolutions Common for All:

1. Improved Team Management with New Default Roles

To enhance collaboration and streamline workflows, we’ve introduced four new default roles: Sub-Admin, Customer Support Agent, Bot Manager, and Billing Manager. These roles are designed with specific access controls, allowing teams to work more effectively and with greater clarity in responsibilities.

Please note: The previously available "Agent" role has been deprecated in favor of these more specialized roles.

Here’s what each role offers:

1. Billing Manager

The Billing Manager focuses on all financial operations within the chatbot platform.

Key Responsibilities:
- Managing billing processes, including subscriptions and invoices.
- Ensuring timely payment processing.
- Generating and reviewing financial reports.
Ideal For: Members handling payments and ensuring financial accuracy.

2. Bot Manager

The Bot Manager oversees everything related to chatbot creation and functionality.

Key Responsibilities:
- Designing, customizing, and maintaining chatbots.
- Ensuring chatbots are optimized for user needs and business goals.
- Monitoring chatbot performance and implementing updates as necessary.
Ideal For: Team members responsible for chatbot development and management.

3. Customer Support Agent

The Customer Support Agent ensures a smooth experience for users by providing prompt and effective support.

Key Responsibilities:
- Managing live chat conversations with users or customers.
- Resolving queries and issues efficiently.
- Maintaining high standards of customer satisfaction.
Ideal For: Team members focused on customer engagement and live chat support(previous “Agent” role).

4. Sub-Admin

The Sub-Admin assists in platform management, taking on responsibilities close to those of the primary admin but with some limitations.

Key Responsibilities:
- Managing platform settings and configurations.
- Overseeing user accounts and permissions.
- Ensuring smooth platform operations.
Access Limitation: The Sub-Admin cannot manage team roles or access team management features.
Ideal For: Trusted team members who can act as a backup for the primary admin.

2. Conditional Flows for Bots
We’re excited to announce the introduction of the If/Else Component, now available for bots on Facebook, Instagram, Telegram, and Microsoft Teams. This powerful feature allows you to create dynamic, personalized, and engaging conversations by setting up logical conditions that adapt to user inputs.

What is the If/Else Component?

The If/Else Component works like a decision-making tool for your chatbot. It evaluates user inputs against specific conditions you define, then guides the conversation down different paths based on whether those conditions are met.

Think of it as giving your chatbot the ability to "think" and respond intelligently, ensuring that every user interaction feels relevant and personalized.

Why Use the If/Else Component?

This feature is designed to enhance the conversational experience by:

Personalizing Interactions: Tailor responses based on user behavior, preferences, or inputs.
Creating Dynamic Conversations: Make your bot flexible enough to handle different scenarios and provide relevant responses.
Streamlining Workflows: Automate decision-making in conversations, saving time and ensuring consistency.

How It Works

Define Conditions: Set up rules or criteria (e.g., "If the user selects option A, do X; else, do Y").
Branch the Conversation: Based on whether the conditions are met, the chatbot will guide the user down a specific path.
Provide Tailored Responses: Deliver responses that feel personalized and relevant to the user’s input.

Example Use Cases

Here are a few scenarios where the If/Else Component can elevate your chatbot:

E-Commerce Assistance:
- Condition: If a user selects a specific product category, show related items.
- Response: Tailor the recommendations based on the category chosen.
Lead Qualification:
- Condition: If the user provides an email, proceed to capture additional details; else, prompt them again.
- Response: Streamline the process of collecting qualified leads.
Support Queries:
- Condition: If the user asks about a billing issue, connect them to a billing-specific FAQ or agent; else, redirect to general support.
- Response: Ensure users quickly find the help they need.

December 23rd, 2024

New