Claudia - Feature Requests

In some cases, the messages come with a format not expected by Eddie, and the scripting process/adding GPT can become complex. For simple cases, it would be ideal to already have an internal standardization of these inputs.

Currently, when using the Delay conversation action in macros, it is not possible to define a specific period for the conversation to be reopened automatically, depending only on the customer's response. The suggestion is to allow the configuration of a delay time directly in the macro, with options such as 1 hour, 4 hours, 24 hours or a custom field. This would bring more operational flexibility, standardization of flows, and reduction of manual actions, especially in follow-up, SLA, and queue organization scenarios.

Currently we can only search for conversations on the hub by tags, but we have internal scenarios where it would make sense to search for all tags but a specific tag.

In the Eddie interface, users will have access to data that shows where each flow of a conversation was interrupted. The perception is that Eddie is a feature that requires significant improvements, as many users feel insecure or uninformed about how to use it effectively. To improve, it is necessary to analyze each aspect individually. We will now provide conversion data for the different flows and branches within Eddie. With this, customers will be able to analyze which points in the flow need adjustments. This may be due to significant falls or due to areas with confusing navigation. Our goal is to present this data in a visual and accessible way to customers, allowing them to make informed decisions to optimize existing flows and improve the overall experience.

Currently, the auditing process can be complicated, mainly because when you select an action to take, it is often not the most appropriate to solve your problem. This creates waste of time and frustration. Our goal is, when identifying an error, to automatically direct it to the specific solution needed in the system, instead of offering generic solutions. Today, the standard solution only boils down to changing the content, which makes the process less efficient. With this improvement, we hope to simplify audits, saving time and reducing confusion.

CLAudia receive the context of what was already discussed in previous conversations with the same client and give an accurate answer and/or take action on conversations other than the current one. We will still define what that timeline is and what actions to take.

Today CLAudia is already able to interpret photos, audios and PDFs, but she is unable to do that. The only thing it can do is send links. The idea is that we allow CLAudia to also send files (for when a specific IDS session is used). This one will still depend on technical refinement. It is possible that it will only be able to be sent to that call chat. This will depend on the technical possibility of the API of the helpdesks with whom we integrate so that this can happen.

Evolution for flow constructions based on native WhatsApp features, such as list menus and reply buttons

It was suggested to create an alert for whenever there is an increase in the use of X content, an alert is generated so that the Company can validate that a specific problem is occurring and be able to act by creating an alert, or even changing the content.