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Streamlined AI Chatbot Setup
April 2024
We’re excited to implement a new, simpler way to set up AI Chatbots that makes the process faster and easier. Now, deploying our AI Chatbots requires minimal technical support, speeding up the entire setup for our users. This improvement not only makes the setup quicker but also streamlines the management of our bots, allowing our team to handle updates and maintenance more efficiently. With this change, we’re making it easier for our users to onboard our latest AI technology.
Filter by Message Type: SMS vs. MMS
April 2024
Our text messaging analytics now feature an advanced filtering option that allows users to differentiate between MMS (picture messages) and SMS messages. This new functionality affords a more customized analytics experience, providing users with high-level metrics, detailed charts, and complete breakdowns. With this update, users can achieve a more transparent understanding of their messaging patterns and behaviors.
Edit Site Visitor Details
April 2024
Cadence Chat users now have the ability to directly edit site visitor details within the detail pane, ensuring accurate and current data that can be used in both exports and integrations. This feature allows for quick corrections of any visitor-entered inaccuracies. Additionally, new information provided during live chats can be promptly added to the detail pane, keeping records comprehensive and up-to-date.
Auto OOO Based on Office Hours
March 2024
Define your office hours and the Out-of-Office (OOO) message will automatically activate outside these times. This feature allows for automated responses or redirection instructions to be sent when no one is available to manage the inbox. It simplifies managing out-of-office communications based on your specified schedule.
Reply with up to 1,500 Characters
March 2024
Responding within conversations just got more flexible with the ability to send messages up to 1,500 characters. This update caters to sharing critical and more detailed information in a single text. While it’s best practice to keep messages as brief as possible, there were instances where the previous character limit could be a hindrance.
Cross Team Metrics
March 2024
Our latest analytics update provides deeper insights into Chat usage with new reporting metrics. You can now analyze live chats, bot-only conversations, follow-up completions, and individual team member activity for all the teams you’re a part of, aiding in refining your chat strategy and setting performance benchmarks.
Scheduled Messages “Mine” Filter
March 2024
The “Mine” filter on the Scheduled Messages page now supports users in shared inboxes, highlighting their scheduled messages. This helps users who previously struggled to locate their contributions, streamlining planning for teams that frequently schedule many messages each day.
Quiet Hours Cancelled Messages
March 2024
Messages not delivered due to overnight quiet hours (10pm-6am) are now visible in the Sent details, with an error message displayed on hover. This update eliminates the guesswork and extra investigation needed to identify failed messages. It enables users to swiftly identify which contacts have not received messages, facilitating timely follow-up actions.
Legacy API Org-Level Credentials
March 2024
Legacy organization-level API credentials now appear on the API page for each Team, marked with a new “Org Level” identifier. This update provides visibility into previously hidden credentials, reducing confusion and inquiries. It bridges the gap between the legacy organization-level and the current team-level credential generation, enhancing user understanding and access management.
Follow Up Notification for Specific User
March 2024
Chat notification settings now allow follow-up requests to be sent exclusively to the assigned user, ensuring direct communication with the site visitor. This targeted approach streamlines workflow and increases efficiency in managing responses.
Text Messaging to Slate Queries
February 2024
We’ve enhanced our integration with Slate, enabling text messaging to contacts from pre-built Slate queries. This feature simplifies the process of reaching targeted contact segments directly from Cadence, leveraging Slate’s segmentation capabilities for more effective communication.
Text Messaging to NXT Lists
February 2024
An enhancement to text messaging capabilities, allowing direct sends to an NXT list, addressing needs like multi-value field accommodation highlighted by a client requests for targeting multiple graduation years. This update enables focused messaging for specific appeals or solicit codes, effortlessly bypassing limitations with missing fields.
Set NXT Phone Priority
February 2024
A feature in NXT settings that lets you classify specific phone types, like cell vs. landline, for better accuracy when finding phone numbers on constituent records. Now, you can decide how to handle cases where the right type of phone number isn’t available—either by stopping the attempt or defaulting to the Primary Number. This ensures you always use the correct phone numbers to text constituents.
Activity Heatmap for Chat Analytics
February 2024
A visual display feature that showcases Chat activity, broken down by time of day and day of the week, complete with filters for Live Chats, Bot-Only interactions, and instances where Follow Up was requested, all within a customizable date range. This update enables you to pinpoint peak and off-peak activity periods for your chatbot, allowing for smarter staffing schedules.
Richer Generative AI within Chatbot Conversations
February 2024
We’ve refined our generative AI to offer richer, more accurate responses for queries that extend beyond our standard playbook. This upgrade ensures our AI can engage in a wider range of conversations, providing a seamless and intelligent fallback option. With this enhancement, our AI is better equipped to understand and respond to diverse inquiries, showcasing our ability to deliver more advanced and versatile solutions.
