#14: Contact Tabs, Auto-Updates, Analytics & Heatmaps

Today, we're rolling out fresh upgrades to speed up 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

A dashboard view displays two Auto CSAT (Customer Satisfaction) analytics charts: Left: A line chart titled "CSAT Trend" shows daily average CSAT scores from mid-March to early April, with color gradients (red to green) and a pop-up highlighting Mar 18's average score of 3.5. Right: A bar chart titled "CSAT Distribution" shows 103 responses distributed as follows: 12 for Score 1, 1 for Score 2, 21 for Score 3, 13 for Score 4, and 26 for Score 5. The bars are colored red, orange, yellow-green, and green for lower to higher scores. Both charts are displayed on a rounded white card with a soft pink and purple gradient background.

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.

A heatmap-style chart labeled "Peak Hours" shows message volume by hour (0–23) for each day of the week (Mon–Sun). Darker blue blocks indicate higher volumes, highlighting busy periods on weekday mornings, late afternoons, and evenings, with additional activity Saturday mornings and evenings. The chart is displayed on a modern white card with rounded corners and a pink-purple gradient background.

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