Changelog

You can now assign a role and team memberships to new collaborators when sending their invitation. This ensures they have the right access and customizations as soon as they join—saving time on manual setup and helping them get started faster.

We’re thrilled to announce the new filters - a new way of organizing your chats in Callbell!

New design

The new interface aims to make it easier for you to apply the filters, and find your chats.

• Simplified filter interface: You can now combine all teams and chat filters within a sidebar.

  

• Quick access to status selection: Chat statuses (Open, All, Pending, Closed, Scheduled) are displayed at the top for immediate selection.

  

• Collapsible sidebar: You can collapse the sidebar whenever you need with one-click.

  

How to activate

• Enable the new filtering functionality using the button in the bottom-left corner of the interface.

  

• Prefer the classic filters? Quickly revert to the traditional view.

Let us know what you think about the new design :)

Quick replies just got more powerful — you can now include attachments in them. Supported file types are:

• Images

• Videos

• Audios

• Documents

Give a try here at https://dash.callbell.eu/settings/templates.

This update allows you to respond faster and more effectively. For example, by selecting a quick reply, you can now:

• Send product images or tutorial videos as part of an answer

• Use voice notes for more personal or detailed support

• Share manuals, guides, or policy documents directly in a reply

Learn more here.

We are thrilled to announce an enhancing your new welcome page! The real-time dashboard provides an instant view of what is happening in your chat operations right now. This dashboard reflects live activity, giving agents with such access immediate visibility into current conversations, response times, and workload distribution.

The dashboard is available at https://dash.callbell.eu/dashboard/welcome and offers real-time insights into open, pending, and bot-handled conversations.

Key Metrics

The dashboard is structured around three main metrics that offer a clear understanding of chat activity:

1. Open Conversations: The total number of currently open conversations.

2. Pending Conversations: The number of conversations where the last message was received from the contact but has not been answered yet.

3. Bot Conversations: The number of ongoing conversations being handled by the chatbot. Note: This metric doesn't work for automatic routing, only the chatbot.

Time-Based Metrics

Each of these metrics is supplemented with a corresponding time-based metric to track efficiency:

1. Average Open Duration: The average time conversations remain open.

2. Average Pending Duration: The average time contacts have been waiting for a response.

3. Average with Bot Duration: The average duration conversations are being managed by the bot before human intervention or resolution.

The calculation is made based on the number of conversations that are open, pending, or being handled by the bot. Once a chat is closed, it will no longer impact the metrics.

Agents Table

This table displays the agent’s status, the number of open/pending conversations, and how long the chats are open or pending per agent.

Conversations Table

The conversations table lists all open conversations sorted by the longest open duration, and allows you to click on a contact's name to open the chat in a new tab, enabling direct actions such as responding or closing the conversation.

Filters and Auto-play button

Customers subscribed to the Plus Plan gain access to two additional features:

1. Filters: Users can filter metrics and reports by agent, team, and channel, ensuring tailored reporting for specific performance insights.

2. Auto-Play: This button allows you to automatically refresh the dashboard every 10 seconds, ensuring real-time updates without manual intervention.

Let us know if you have any questions or feedback 🛎️

We launched an enhancement to make it easier for you to edit, or create custom fields.

From now on, all you need to do is to click in the field you want to edit, so you'll be able to edit it.

No worries! Links are still clickable 🙏🏻 The only difference is that now you have a button to open the link in a new tab:

Let us know what you think about this enhancement :)

Hello, everyone!

We are here to announce the Roles feature. They are predefined categories that set permissions and accesses to the users in our platform, allowing account owners to manage their collaborators accesses.

How does it work?

For now, the feature allows account owners to limit their collaborators' accesses to:

• the settings menu;

  

• chats;

Full chat access	Only assigned conversations

• some pages.

Default Roles

By default, the application comes with four predefined roles, as shown in the table below:

Since they are default to all accounts in our application, they cannot be edited.

Creating a custom role

If you would like to create a role with different permissions than the default ones - for example, a user that has only access to the bot page, you can do that by simply clicking on the “Create role” button on the top right of the screen.

Assigning roles

In order to assign roles to your collaborators, simply access the “Teammates & Permissions” menu. It can be done either by clicking on the role badge, or on the menu on the right, in case you would like to see more information of the role before assigning it.

As usual, please give it a try a let us know if you have any feedback or need any help with it. :)

Cheers from Callbell 🛎️

We have added a small enhancement to initiate outbound conversations. From now on, when you copy and paste a WhatsApp number with the country code, Callbell will automatically identify that and replace the current country code, as you can see in the following video:

In case the copied number doesn't contain a country code, it should identify it, and keep the existing one.

If you have any questions, let us know!

Callbell admins will notice a new section in the settings page: Free Tools!

This section brings together the tools that are free for all accounts:

• Social Widget Generator: https://dash.callbell.eu/settings/widget

• Callbell Shop: https://www.callbell.shop/

• WhatsApp QR Code Generator: https://www.callbell.eu/en/whatsapp-link-generator

• Social Button Generator: https://www.callbell.eu/en/social-button-for-website

• Landing Page Generator: https://www.callbell.eu/en/whatsapp-form-generator

Feel free to use all of them as you prefer. If you have any questions, we're here to help 🛎️