We are excited to announce several key platform updates to enhance your Botsplash experience. These improvements focus on increasing flexibility, improving team coordination, and streamlining administrative tasks, ultimately empowering you to achieve your goals more effectively.
The Issue: Scaling teams manually through the user interface slows down onboarding and increases the risk of manual data entry errors.
The Enhancement: Administrators can now programmatically invite users, fetch agent attributes, and update state licensing permissions directly via API endpoints.
Business Win: Automated user management and rapid team scaling.
The Issue: High-level metrics previously lumped all voice activity together, making it difficult to evaluate the true conversion rates of automated AI interactions versus live agent transfers.
The Enhancement: Call analytics now explicitly distinguish between autonomous Voice AI calls and non-Voice AI calls (such as live call transfers).
Business Win: Clearer operational analytics and measurable AI ROI.
The Issue: Testing new AI messaging guidelines previously meant testing live on active customer chats, creating potential compliance risks.
The Enhancement: Admins can now adjust suggested reply context guidelines and test them safely using the new "Auto Suggest Preview" tool within visitor profiles.
Business Win: Safe AI testing and controlled brand messaging.
The Issue: As teams built more saved views, the message dashboard became cluttered with irrelevant or unused inbox filters.
The Enhancement: Users can now toggle specific saved views on or off in their main inbox by visiting Visitors → Settings → Manage Saved Views and clicking the eye icon.
Business Win: Uncluttered workspace and personalized dashboard control.
The Issue: Managers lacked dedicated granular tracking to evaluate how fast individual agents respond to incoming inquiries throughout the work day.
The Enhancement: Located under Reports → Agents → Performance → Agent Response Report, this new tracking tool calculates average and median first response times per agent alongside minute-by-minute performance breakdowns.
Business Win: Precise SLA tracking and improved speed-to-lead performance.
The Issue: Mobile agents previously had to select outbound SMS channels manually because web-configured team default settings did not sync to the mobile app.
The Enhancement: The mobile app now automatically mirrors the preferred SMS channel set by administrators in the web app settings.
Business Win: Consistent channel routing and error-free mobile outreach.
The Issue: Administrators couldn't easily view which advanced platform features their account was currently leveraging or where expansion opportunities existed.
The Enhancement: Access to the Customer Success reporting section is now unlocked for all admins, delivering high-level audits of active solutions alongside tailored recommendations for new feature adoption.
Business Win: Strategic account growth and maximized software utilization.
The Issue: Evaluating the true value and ROI of long-term nurture text campaigns was difficult without dedicated tracking for dormant leads.
The Enhancement: Selecting "View Report" within the campaigns overview now reveals detailed metrics on reactivated leads, including their previous active dates and total dormant days prior to re-engagement.
Business Win: Clear campaign ROI and proven win-back performance.
The Issue: When an agent left the company, prospects attempting to use their personal booking link encountered broken pages, leading to lost business.
The Enhancement: Located under Meetings → Administration → Meeting Settings → Default Bookme, admins can assign a fallback team-level Bookme page to automatically catch traffic intended for revoked agents.
Business Win: Protected lead capture and zero lost booking opportunities.
These updates demonstrate our ongoing commitment to enhancing the Botsplash platform and providing our users with a more efficient, personalized, and user-friendly experience. We believe these improvements will significantly streamline workflows, improve team collaboration, and ultimately drive greater success for all Botsplash users.
