cloudchat - Feature Request

The use of Cloud Chat to trigger campaigns, especially through WhatsApp, has intensified. However, customers struggle to track the performance of these campaigns due to the unavailability of essential data. Currently, information such as sent, received, read, unread and failed messages is not accessible, which prevents an efficient analysis of campaign performance. To solve this problem, we are developing a new feature that will make this data available in a clear and practical way to our customers. Initially, this information will be accessed via API. In addition, we are considering the creation of standard graphics and the integration of this data into the report builder to further facilitate the analysis of the results. With this solution, we intend to offer our clients a complete view of the status of their campaigns, allowing for more informed decision-making and more effective marketing and CS strategies.

When we are having a conversation on WhatsApp, sometimes we need that conversation to be transferred to another team or it is a conversation that will take longer to be resolved. For example, when there is a bug that we need to transfer to the technology team and, therefore, it will take longer for it to be solved. The problem with a WhatsApp channel is that if you don't keep that conversation open, you lose the 24-hour window to continue that conversation. And then what ends up happening is that you can't easily get back to the customer. An alternative for our customers today is to send an email to the customer, but this creates a new ticket and messes up the data a bit, in addition to making it more difficult to access the history. Allow, in an automated or semi-automated way (one button) for a WhatsApp service to be continued via e-mail. We already have this feature for chat and the idea is to make it available for WhatsApp as well. At the end of the day, when this is transformed, the idea is that the customer receives a message saying that the call has been transformed into an e-mail and that it will continue there. And any response that the customer gives from then on will open a new call.