BIK Product Updates Feb'26

Welcome to this month’s BIK - News, your monthly product updates

Let’s dive in 👇

Smart Retry for Campaigns - Higher Delivery, Less Effort

Smart Retry automatically retries failed WhatsApp messages within a selected time window of 2 hours to 5 days (default is 48h), instead of stopping at a fixed 3 retries. Retries are spaced intelligently and stop once the window expires.

Use cases:

• Reach users who were temporarily unavailable
• Improve results for time-sensitive campaigns
• Avoid creating multiple retry campaigns manually

Why it matters:

• Higher campaign deliverability
• Better ROI with zero extra setup
• Cleaner analytics with retries grouped into one campaign

Forward in Same Thread - Keep Every Conversation Together

You can now choose how emails are forwarded from the Helpdesk. Forward messages in the same thread to keep replies inside the existing ticket, or forward them as a new ticket when a separate workflow is needed. Internal forwards are automatically marked private, visually distinct, and customer replies on closed tickets reopen the same thread instead of creating duplicates.

Use cases:

• Looping in internal teams or specialists without creating new tickets
• Handling enterprise escalations that involve multiple stakeholders
• Continuing customer conversations even after a ticket was closed

Why it matters:

• Prevents ticket sprawl in complex workflows
• Keeps full context in one place for faster resolution
• Cleaner, audit-ready support history for enterprise teams.

Order Tracking Agent - Track Orders Without Human Touch

Order Tracking Agent now works seamlessly on Email and Instagram, automatically responding to customer queries about order status, shipment progress, and delivery updates using real-time order data.

Use cases:

• Customers emailing “Where is my order?”
• Instagram DMs asking for delivery status
• High-volume post-purchase queries outside WhatsApp

Why it matters :

• Instantly resolves the most common support query
• Reduces manual load on support teams
• Ensures consistent, accurate updates across channels

Enriched Agent Handover - Smarter Context for Faster Resolutions

You can now configure intent-wise required information for human handover directly from the Manifest dashboard.

When a shopper asks for human support, Manifest detects the issue, asks the right follow-up questions, and hands over a fully enriched case and not just a transcript.

Use cases:

• Shopper requests a return → order ID, product, and reason are already collected
• Escalations reach agents with all required details upfront
• Agents can resolve issues without back-and-forth

Why it matters:

• Eliminates manual context gathering
• Reduces handling time per ticket
• Faster resolutions, less friction for shoppers

More Launches This Month

Global Order Address Validation: Draft Orders That Never Fail

Agents can now create Shopify-compliant draft orders for any country. The address form dynamically adapts based on the selected country, showing only the required fields and validating them exactly as Shopify expects.
For India, the existing fast pincode → auto-fill flow continues unchanged.

Use cases:

• Creating draft orders for international customers

• Cross-border DTC brands selling outside India

• Agent-assisted checkout via WhatsApp or Email

Why it matters:

• Removes global deal blockers for agent-led draft orders

• Eliminates Shopify address validation failures

• Faster agent workflows with zero guesswork on fields

Reports in Manifest AI: Conversations, Exported Instantly

All Manifest reports are now accessible from a single, centralised dashboard. We’ve also added a new Conversations Report, allowing you to download full chat transcripts for a selected time period.

Use Cases:

• QA teams reviewing AI conversations

• Support leads sharing transcripts with stakeholders

• Monthly reporting without switching tabs

Why it matters :

• Saves time on reporting

• Easier data access for teams

• Delivers one of the most requested customer features

Advanced Data Sources in Manifest AI

1. Bulk Upload of FAQs – Train Your AI in Minutes:

Upload FAQs in bulk using an Excel file to instantly train Manifest, so there’s no need to add questions one by one.

Use cases:

• Migrate FAQs from other Helpdesks or Apps

• Add new offers, schemes, or troubleshooting guides quickly

• Update large FAQ sets in one go

Why it matters:

• Faster onboarding

• Easier migrations

• Scales better as FAQ volume grows

2. Google Feed Integration - Sync Your Product Catalog in One Click

You can now sync product data directly into Manifest using your Google product feed URL.
With Unified Auto Sync, the feed stays updated automatically alongside other catalogue sources.

Use cases:

• Stores already managing catalogs via Google Feeds

• Brands migrating without changing existing workflows

• Smaller stores with non-standard catalog setups

Why it matters:

• Zero-friction migration to Manifest

• Keeps product data always in sync

• Expands Manifest compatibility for more store setups

👋 That’s a wrap

You made it to the end - you’re now 5x more AI-savvy than you were 5 minutes ago. Got feedback? Send us an email at support@bik.ai; we read every single message.