Mongoose Updates: The Latest News and Features
Stay up to date on all Mongoose feature releases, updates, integrations, and continuous innovations.
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“Talk to a Human” Button
January 2025
To enhance the live chat experience, we’ve introduced a “Talk to a Human” shortcut button, allowing site visitors to connect with a real person when needed. When clicked, the button redirects the visitor to an info capture flow, ensuring a smooth transition to a live staff member. This feature mirrors the familiar “press 0 for help” experience, catering to users who know their inquiry requires human assistance. While some institutions prefer to engage with all site visitors in live chat, others prefer an AI first approach—this update provides the flexibility to accommodate both.
Personal Inbox Sent Message Details
January 2025
Smart Message reporting has been enhanced to provide greater visibility within personal inboxes. Previously, results were primarily visible in shared inboxes, but now users can see Smart Message performance directly within their personal inbox. When a Smart Message is sent from multiple personal inboxes using the “Assigned User” function, users will see both their individual results and an aggregated view of all results. This improvement ensures that important messages reach more contacts faster, while also providing a more comprehensive and accurate view of engagement data.
Email Notifications
January 2025
To help users stay responsive within WhatsApp’s 24-hour reply window, we’ve introduced email notifications for incoming WhatsApp messages. Users will receive email alerts whenever a new message arrives, ensuring timely responses. Additionally, browser tabs will now reflect unread WhatsApp messages, similar to SMS notifications. By default, this setting is enabled for all new inboxes, and it has been backfilled for existing ones. With these updates, institutions can maintain fast, effective communication on WhatsApp without missing critical messages.
AI-Generated Messages
December 2024
The new AI-Generated Messages feature in the Compose section allows users to generate one-off messages using AI, just like AI-Generated Templates. Simply add a prompt, generate a message, insert it into the compose field, edit as needed, and send. This update is the next step in integrating AI-powered content generation into Mongoose, making it even easier than ever to craft personalized and efficient messages.
Sort Order & Visibility
December 2024
Managing message tags is now more intuitive with improved visibility and organization. Users can now see existing tags before creating new ones, reducing duplicate or similarly named tags. To keep lists manageable, tags are now sorted alphabetically, ensuring a consistent and predictable order. Additionally, users can prioritize important tags by using “#” at the beginning of a tag name, bringing them to the top of the list. These improvements help teams keep their tagging system structured, making it easier to find and apply the right tags in conversations.
AI-Generated Auto-Reply
November 2024
The new AI-generated auto-reply feature helps you create personalized auto-replies quickly and efficiently by using in-product prompts. Simply write a prompt, and the AI will generate a professional and tailored message that fits your needs. Once generated, you can easily edit the message to fine-tune the tone and details, ensuring it aligns perfectly with your communication style. This gives you greater control over responses while reducing the time spent crafting individual replies. Automating the process allows you to focus on more critical tasks without sacrificing message quality.
AI-Generated OOO
November 2024
The AI-generated OOO feature makes crafting out-of-office messages simple and intuitive. Provide a prompt, and the AI will generate a thoughtful and personalized response for you to implement. You can edit the generated message to reflect your exact availability, tone, or additional information, ensuring it feels professional and authentic. This added flexibility helps you communicate effectively, even when unavailable, while keeping your audience informed. With AI handling the heavy lifting, you can set expectations effortlessly and maintain trust with your contacts.
Smart Messages for Personal Inboxes
October 2024
Personal inboxes now support the same three smart message types available in shared inboxes, giving users more ways to engage contacts personally while keeping conversations organized. Options include “Send to my assigned contacts only,” which sends messages only to assigned contacts, and “Send as assigned user,” which routes smart message results directly to each user’s inbox, with complete message and inbox details accessible. We listened to user feedback on specific engagement needs, enabling more personalized calls to action like “Would you like to book an appointment?” with auto-replies linking to an advisor, and allowing users to respond to “Other” responses within message tags—enhancing both engagement and flexibility.
Multiple Tags per Message
October 2024
With up to 20 message tags now available per message, Cadence enables more flexible and detailed tracking for each conversation, enhancing reporting capabilities. The expanded tagging system also allows for the inclusion of multiple tags in exports and within segment builders. Previously limited to a single tag, users can now categorize messages more precisely, enabling improved reporting within Cadence and integrated CRMs, gaining deeper insights into messaging trends, and optimizing follow-up strategies accordingly.
September 2024
With Cadence’s new WhatsApp integration, expanding your global reach has never been easier. Seamlessly link a WhatsApp number to your inbox, enabling your team to manage every conversation in one unified space. Respond to inbound messages directly through WhatsApp, ensuring timely and effective engagement. This release includes simple registration with a WhatsApp Business Account, support for multimedia content like images and PDFs, and full reporting parity, empowering your team to handle international communications with confidence and ease.
