Today, we're rolling out fresh upgrades to supercharge your conversational AI workflows and customer experience metrics.
1. Contact Tabs & visibility
Navigate between Contact, Files, and Activity tabs at the top of every contact profile.
- Contact last seen: Spot when contacts were last active (top-right corner)
- Contact attachments: Attach files directly to contacts
- Files tab: Dedicated view of all contact-related files ("See all" button for multiples)
2. Assistants: Smarter contact updates
Assistants can now auto-update contact details from conversation like email and phone (enabled by default in Assistant → Capabilities).
Note: Channels like WhatsApp restrict certain fields (name/phone), but email updates work where supported.
Update Contact Info: Enable your assistant to automatically save contact details (name, email, phone) directly to your contact profile for seamless information management.
3. Expanded Product Analytics
Monitor Conversations, Broadcasts, and Audience metrics from one place:
- Resolution time & human response time (post-AI transfer)
- CSAT trends & distribution
Customer Satisfaction at a Glance: Track your Auto CSAT score trends over time and visualize distribution across satisfaction levels for actionable insights.
- Assistant & Agent performance
Agent Performance: Review resolution metrics per team member, including AI-resolved, human-resolved, and transferred cases for optimized support operations.
- Peak Hours Heatmap: Visual spikes in activity, our favorite.
Peak Hours: Visualize message volume by day and hour to identify when your support channels are most active and optimize team scheduling.
- Custom timezones: User Menu → Settings → Timezone
- Bonus: Download all charts as CSV or Image + switch display modes
Key takeaways
- Contact Tabs streamline navigation; Assistants auto-maintain records; Heatmaps reveal peak patterns
- Optimized for agencies, enterprise teams, and SaaS scaling AI customer support
- Quick wins: 5-min setup across WhatsApp, Instagram, web chat
Recommended reading
Deepen your AI assistant strategy:
- Voice vs Text AI Assistants: Discover the hybrid sweet spot
- AI Redefining Customer Experience: 2026 CXM metrics that matter
- What is Conversational AI?: Complete business roadmap
With love,
Invent Team
Conversational AI for Business Growth
