BIK - Change Logs

22/10/24

We’re thrilled to announce the release of AI-powered journey routing!

This is a game-changer from the old static keyword checks, enabling AI to dynamically redirect users based on their inputs.

Here’s what’s new:

• AI-Powered Journey Routing:
• AI can now gracefully route users to different journeys based on keywords, reducing dependency on static matches.
• You just need to configure a short description and provide 2-3 sample user messages.
• The AI handles even slight keyword variations (e.g., if “Hi” is configured but the user types “Hello”, it will still work smoothly).
• IG Trigger Integration:
• Available for IG triggers as well! Instead of relying on exclude or specific keyword rules, AI will now use message examples to handle routing.
• Old keyword methods (contains, exact, begins with) will still be prioritised in IG triggers, but AI will take over when no match is found. Ensure to deprecate old keyword triggers for smooth AI handover.

Logical Change:

• AI-enabled stores now have a different logic for answering questions. Previously, the system checked if a reply initiated any flow. Now, with AI, you must fully answer the question (or exhaust retries) before moving forward. No skipping out of questions without a complete answer!

Caution:

• Ensure that sample messages are unique across flows to avoid AI confusion.
• Maintain hygiene in IG triggers by deprecating old keyword-based triggers, so AI can take over when needed.

Currently we have enabled this for bikspace but can be enabled for other stores based on requuest.

21/10/24

Introducing analytics for Facebook/messenger in the journeys tab.
You can see events like sent, link clicked order revenue, etc.

18/10/24

We have released product intent filtering for PP:

With enabling this option will enable the filter of product/price intents by AI and then it will decide to run PP or not. This option will tagged along with users sentiment as well. If negative sentiment then PP wont run.

16/10/24

Exciting Update! Dynamic & Static Coupon Code Support is Here!

Hey team! We’re thrilled to announce that you can now add both Dynamic and Static Coupon Codes to your campaigns. This means your campaigns just got a whole lot more powerful and flexible! Check out the details below and get ready to start sharing those sweet discounts with your audience!

 Key Highlights:

• Dynamic & Static Codes: Send either dynamic or static discount codes to your customers directly through campaigns!
• Template Variables:
• You can now use the following variables in your templates from the TCS (Template Configuration Settings) for Email and 
  WhatsApp:
  code, title, value, expire_at
  
  Note: Only if you select this option in TCS will you be able to go through the discount code flow while sending the campaign.

 Dynamic Discount Codes:

• Variables Supported:
• For Percentage and Amount type codes: code, title, value, expire_at
• For other types of dynamic codes: code, title, expire_at (no value support)
• Expiration Handling:
  If expire_at is not specified during dynamic code generation, the expire_at variable will not be supported.

 Static Discount Codes:
Supported Variables: title and code

 Note on Performance: If your customer base is large, dynamic coupon code generation might take a bit more time. And same applies for test campaign also.

 For More Info: Follow the video below for a quick guide on how to use these new features in your campaigns. Let’s bring in those discounts and delight our customers! Happy campaigning!

New Feature Alert! WebPush Broadcasts are Live on BIK

Hey team! We’ve just rolled out the infrastructure to send WebPush Broadcasts through BIK! Now you can connect with users directly on their browsers via WebPush. Here's everything you need to know to get started with this exciting new capability!

How to Set It Up:

1. Enable Embed Block:

• In the Shopify Dashboard, head over to Themes and enable the embed block in the onboarding flow. (Check the video below for a step-by-step guide)
• User Onboarding: Once the embed block is set, users will see a pop-up on your website. When they accept, they’ll be added to your broadcast segment— ready to receive WebPush messages!

WebPush Template Types:

• Banner Type: Includes a banner image in the push notification for more visual impact!
• Text Type: Simple and straightforward, perfect for quick alerts and updates.

Enhanced Segment Details Page:

• Upgraded Analytics: Dive into more insightful data to understand your audience and campaign performance better!
• Better UI & UX: Enjoy a refreshed, more intuitive interface designed to make navigating segment details a breeze.

Analytics & Order Attribution:

• We’re tracking key analytics and can even attribute orders! This means more meaningful insights and measurable campaign success.

Watch the Demo:

• Check out the video below for a complete walkthrough and see how easy it is to set up and start sending WebPush broadcasts.

Let’s get started with WebPush and take our customer engagement to a whole new level!

11/10/24

Introducing AI Intent Labels in the Helpdesk

AI will auto-generate labels based on the conversation history between the customer and the agent. It will generate labels like:

• Store Information
• Shipping
• Contact Details
• Store Location
• Collaboration

The first label will be generated after 5 messages and every 15 messages thereafter.
Note: This is currently enabled for only a few stores, please reach out to us in case it needs to be enabled for some other stores as well.

08/10/24

Introducing custom user properties

Now you can add custom fields to a customer using various UI components based on your needs.

For example:

• multi-line input
• checkbox
• date picker
• multi-select dropdown, etc

Once you configure your form from the custom fields settings page, you can navigate to the customer details screen and fill those details.

Coming soon - These fields will be visible from the helpdesk (right side panel) as well.

Introducing Price Please automation for the Facebook channel 

New Features

• You can now enable pp for Facebook posts as well as Facebook ads
• All the ads are shown (previously latest 100)
• Search any post, story or ad by just using the respective ID

Note

• PP configuration is not id specific now, its channel specific
• you'll have one config for all your ig accounts
• you'll have one config for all your fb accounts
• ads will share the config on the platform they are shown on
• Facebook automation currently only supports PP, if the keyword has a negative sentiment or keyword doesn't match, it'll assign to an agent
• Facebook DMs will still assign to an agent directly (as earlier)
• No need to re-connect/refresh the channel connection, it'll just work

04/10/24

Introducing AI Summarise in Helpdesk:

Considers all the previous interactions in the session between the agent and the customer to generate an actionable summary. The summary includes:

• Brief description of the conversation that has happened so far
• The sentiment of the customer
• The actions that the agent can take in 3 bullet points.

The summary can be saved as a personal note for future reference or copied to your clipboard for sharing. If you are unsatisfied with the summary, you can try to re-generate the summary up to 3 times.

03/10/24

Few improvements to the chat snooze functionality on the Helpdesk:

1. Option to snooze until next working day
2. automatically picked from your store assignment settings
3. disabled if working hour is not setup
4. Tomorrow shows the time correctly, even if you have been inactive on the screen for sometime (bug fix)

Introducing improvements to the product picker support for non-Shopify:

1. Support for non-shopify stores
2. Search using product ID

30/9/24

We have started accepting audio inside chatflows.

Introducing invalid token check for CTWA triggers at the backend
So if a flow is set up for CTWA but the token is invalid or expired, the attached mail be sent to the clients (1 email per day until fixed).

26/9/24

Introducing support for fallback variables in your campaigns! 

Now, if a value for a specific variable isn't found, the fallback will automatically kick in, keeping things smooth. 

 You can set a global fallback variable using the toggle button in the template creation or while filling the variable in the campaigns flow, or define template-level defaults while creating the template that are visible when you're sending out the campaign.
This feature is supported for the following variables:

• State 
• City 
• Customer First Name 
• Customer Name 

23/9/24

Introducing single customized product block, order products block, and cross-selling products block for the email channel:

• For single product variables, selection can be done in journey builder
• For the order products block you should connect it to a trigger related to order because no explicit mapping is available there (Only backend mapping)
• For cross-selling products we should connect it to a trigger or any other place where the product is available in user context, no explicit mapping is needed (only backend mapping)

Instagram Rate Limitation:

We have released Instagram rate limiting to prevent Instagram business accounts from being marked as spam by Meta. By default, the limit is set at 5 comment replies per minute. We can adjust this setting or disable it entirely upon request from any store

We have updated the Discount Code Block with the following features:

• Revamped UI/UX
• Product Variable support
• Discount Codes will now start with the users name for a more personalised experience (Ex - SUMES1234567890)

16/9/24

Introducing a new call integration, "My Operator"

Once integrated you can call your customers via Helpdesk and provide a more personal experience.

Helpdoc link - https://help.bik.ai/en/articles/9881657-my-operator-integration-with-bik-helpdesk

02/9/24

We've rolled out some major changes to our email template builder! 

 You can now customize styling directly within the content of the product block, including link font, color, and more.

 Check out the video below for a quick walkthrough:

30/8/24

We have released a few improvements to the Customer Search and Customer Details screen:

• Search Screen
• Primary asset + Matching asset will be shown (on hover) - Will reduce the confusion as to why this customer is part of the result
• Matching text highlighting
• Details Screen
• Alternate email and phone number shown upfront
• Order details
• Last order date
• Total order count
• Total order value

Please refer to the attached video for more clarity:

29/8/24

Introducing the New "Queue" Stage in Helpdesk!

Key Features & Benefits:

• Agent Ticket Capacity Control: Merchants can now set a maximum ticket capacity per agent directly from the Load Balancer settings

       Example:
      Set a capacity of 5, and no agent will be assigned more than 5 tickets at any given time.

• Automatic Queue Management:

       If all agents are at full capacity, incoming tickets will enter the Queue Stage (Entry) and await assignment.

• Seamless Ticket Assignment:

       As soon as an agent closes a ticket, a new one will be automatically assigned from the Queue (Exit).

• Prevents Overload:

       This feature helps prevent agents from being overwhelmed by high ticket volumes, ensuring a balanced workload.

• Accurate Analytics:

       By managing ticket distribution effectively, this feature helps maintain accurate and reliable helpdesk analytics.

Now, metrics like sent, delivered, failed, and clicked will be processed quicker than ever before. 

You'll see these speed improvements in both broadcast analytics and flows analytics where applicable.

23/08/24

Releasing few improvements and changes in Google sheets blocks.

• We can now add rows based on Column IDs instead of headers (ex: A, B, C)
• We can get and update rows based on the row number which we got from adding row block, so if 2 rows are having the same data then also we can update and get the rows separately with the help of rowNumber variable.
• Update data can now update multiple columns instead of single column.
• Update and get rows now support search by row number variable and search by data (Search by row number variable is a better version)

21/8/24

Introducing the New "Queue" Stage in Helpdesk! 

 Key Features & Benefits:

• Agent Ticket Capacity Control:Merchants can now set a maximum ticket capacity per agent directly from the Load Balancer settings

   Example: Set a capacity of 5, and no agent will be assigned more than 5 tickets at any given time.

• Automatic Queue Management: If all agents are at full capacity, incoming tickets will enter the Queue Stage (Entry) and await assignment.
  
• Seamless Ticket Assignment: As soon as an agent closes a ticket, a new one will be automatically assigned from the Queue (Exit).
  
• Prevents Overload:This feature helps prevent agents from being overwhelmed by high ticket volumes, ensuring a balanced workload.
  
• Accurate Analytics:By managing ticket distribution effectively, this feature helps maintain accurate and reliable helpdesk analytics.

16/8/24

We're thrilled to announce some awesome new updates to the campaigns overview page! 

We've rolled out filters to help you find exactly what you need, faster than ever:
 Date Range
 Segments Used
 Status
 Channel

But that's not all! You can now sort your campaigns by:
Number of Orders
Revenue
Click Rate
Read Rate
Sent Count
ROI
Executed Date (when the campaign was actually sent)
Sent Date (when the campaign was created)

We’ve also given the broadcast overview screen a sleek makeover, with UI and UX enhancements that make it cleaner and more informative than ever before.
And for all you data lovers, there’s a brand new Download Report button, allowing you to grab your campaign performance report for the last 30 days with just one click! 

14/8/24

We have added support for location messages in Helpdesk and Marketing chats for Whatsapp channel
You can click on view location to open the shared location in google maps

13/8/24

We have added support for Labels in chatSessionClosed event
So merchants can now create journeys based on specific labels when a ticket is closed

12/8/24

We have added the capability to setup signatures for your connected email accounts (smtp + gmail) 

11/8/24

Exciting New Feature Alert: Introducing Product Alerts 

Price Drop Trigger Whenever the price of a product drops by a specific amount or percentage, this journey will be automatically triggered for:
Medium intent: Customers who viewed the product on your website
High intent: Customers who signed up using BIK popups

Back In Stock Trigger Whenever a product is back in stock, this journey will be automatically triggered for:
Medium intent: Customers who viewed the product on your website
High intent: Customers who signed up using BIK popups

And guess what? You can even test these triggers in Test Mode! 

10/8/24

We have released notification sound in Helpdesk 

• All view
• whenever a customer message is received for any ticket
• My tickets
• whenever a customer message is received for tickets assigned to you
• Unassigned View
• whenever a customer message is received for any ticket
• Specific team view
• whenever a customer message is received for a ticket in that view
• For a ticket that you have open
• Will work in background too, i.e. you navigate to some other tab or the helpdesk window is out of focus

Note: This is enabled by default for all stores. 

9/8/24

We have added below events to "Audit Logs" which will help the users debug things better

Price Please Automation

• AI product mapping is enabled/disabled
• Price please is enabled/disabled for an account
• Price please configuration is changed (setup automation tab)

Journey Status

• Flow is published/unpublished
• Test mode is turned on/off
• Sunset is turned on
• Journey Triggers
• Changes to the starting point block (except for webhook and relay)

8/8/24

We’ve added the capability to show multiple attachments in Helpdesk and Marketing chats shared on Instagram DM! 
Note: upto 10 media supported

5/8/24

Exciting Update! 

We’ve released some much-awaited features in Journeys:
 PP for Stories
 UI Revamp
 AI Comment Filtering - Free for all stores!
 AI Comment Generation - Avoid spam marks!
 Auto-stop Comment Replies after spam detection (DMs will still work).
 Default Settings:
- Comment filtering is enabled by default. If the sentiment is positive or neutral, we will send the PP message. Keywords check can still be configured.
- Comment replies will be stopped if any store gets spammed and can be manually re-enabled from the backend or automatically after 7 days.

3/8/24

We’re thrilled to announce the release of our new infrastructure for forwarding events from our system to your subscribed endpoints! 

 Key Features:

• Event Forwarding: Events will be forwarded to your designated endpoint based on your subscription. The events include:
• Sent
• Delivered
• Read
• Failed

Product Level Customisation: You can choose events at the product level, such as Automation, CRM, Dev APIs, and Campaigns. 

 Basic Auth Enabled:
Your endpoint should have basic authentication enabled. If it's a public endpoint, feel free to add any value in the auth input. Need help with basic auth? No worries! Here’s a quick guide:

1. Generate Credentials:

• Create a username and password for your endpoint.

1. Encode Credentials:

• Use base64 encoding to encode your credentials in the format username:password.

1. Add to Header:

• Include the encoded credentials in your request header as Authorization: Basic <encoded_credentials>.
• This <encoded_credentials> can be added to our input for authorisation

 Documentation & Resources:
Check out the complete Webhook Documentation for detailed information on the event structure and setup instructions.

2/8/24

We have added the option to download "User response report" from the Journey Builder. This report will consist of user responses to various blocks like, question block, ask blocks and Quick reply button clicks
Please refer the attached video for more clarity