You can now create and send authentication templates directly from Callbell.

These templates follow Meta's standard format and are ideal for sending one-time passwords (OTPs) to your customers.

What's included:

• Optional security disclaimer

• Optional expiration warning

• Two delivery options: a Copy Code button and a One-Tap button (Android only)

If you have a WhatsApp Cloud API number with Callbell, feel free to create your authentication templates at https://dash.callbell.eu/settings/whatsapp_templates

📄 Meta documentation

You can now register sales and quotes directly inside Callbell and track your team’s performance without leaving the platform.

After configuring your products, agents can record a sale or quote directly from the conversation view using the $ icon. Each record includes products, quantities, values, discounts, and notes, and is saved in the contact’s profile.

All data is available in the Sales Analytics dashboard (https://dash.callbell.eu/analytics/sales), where you can track:

• Total sales and revenue

• Total quotes and quote value

• Performance by agent, team, and product

You can also filter results by date, channel, agent, or team, and export the full sales and quotes history for further analysis.

To configure and start using Sales Analytics, go to: https://dash.callbell.eu/settings/sales_analytics

If you want a detailed step-by-step guide, check the full article here 💰

You can now send CSAT (Customer Satisfaction) surveys directly from a bot or automation action to measure customer satisfaction. Responses are stored in Callbell and can be analyzed in the analytics section.

How to use

When creating or editing a Bot or Automation, add a new action and select “Send CSAT Survey”.

Customize the message text and the three response buttons that users will see. You can also enable an option to automatically close the survey after 23 hours if the user doesn’t respond.

Best practices

You can fully customize the CSAT follow-up actions. We recommend adding a tag the chat based on the response (Promoter, Neutral, or Detractor) so you can easily segment customers for future campaigns.

You can also add follow-up messages, such as:

• Thanking users for their feedback

• Asking promoters for a public review

• Requesting more details from detractors

How to send the survey

The survey can be sent by the agent triggering an automation (Learn more here). Currently, it's not possible to trigger it automatically when the chat is closed, but we plan to launch this feature in the future (vote here).

Analytics

Once you get your first response, a new chart will be available in the Performance tab: https://dash.callbell.eu/analytics/performance

The chart shows the total number of Promoters, Neutrals, and Detractors. The CSAT score is calculated as the percentage of Promoters.

A table with all responses is also available, allowing you to export the contact list and results.

Let us know if you have any questions 🙂

We’ve introduced Smart automatic assignment, a new way to distribute incoming conversations more fairly across your team, and improved the Round-robin assignment.

Check it out at https://dash.callbell.eu/settings/assignment_rules.

What’s new: Smart assignment

Smart assignment automatically assigns new conversations to the agent with the fewest open conversations.

Instead of following a fixed order, Callbell looks at each agent’s current open workload and routes the conversation where it’s needed most.

The result: better load balancing and fewer agents getting overwhelmed with lots of chats.

Improved Round-robin assignment

Alongside Smart assignment, we’ve released a new and improved Round-robin algorithm.

This new version ensures a consistent and fair distribution by turn.

We highly recommend moving from the Legacy Round-robin to the new Round-robin to avoid unequal assignments.

Legacy

The Legacy Round-robin algorithm is still supported, but it has known limitations. In certain scenarios, assignments may not be evenly distributed.

It will continue to work, but we recommend migrating to the new algorithm to guarantee equal assignment.

Want to understand more? Read the full guide here.

We’ve rolled out some improvements to Internal Notes to make team collaboration faster and clearer. Here’s what’s new:

1) User Groups

You can now mention multiple teammates at once using user groups. Admins just need to create groups first at: https://dash.callbell.eu/settings/groups

Once that’s done, simply type the team name in a note:

Example: @support can notify all agents in the Support team.

2) Reply to a specific note

You can now reply directly to an internal note. To do that, click on the note’s dropdown menu and select Reply.

The replied note is clearly marked, and all members involved in that note thread are automatically mentioned.

3) Auto “mark as read”

Clicking on a notification now automatically marks the note as read.

Need to revisit it later? You can always mark it as unread from the dropdown directly in the note.

Give it a try and let us know what you think.

The Facebook Messenger channel now supports sending audio and video messages.

Simply attach your videos or record audio to share in your Callbell chats.

Our public API now offers a new feature that allows you to change the funnel stage of a conversation and also list all created funnels in your account.

Please check our docs and give it a try!

Get to know your new AI Assistant, designed to help you provide better responses in less time.

✨ What You Can Do with the AI Assistant

• Generate complete responses instantly using AI

• Provide an optional prompt to tailor the tone, context, or level of detail

• Refine the generated message with options such as:

  • Shorten

  • Elaborate

  • Formalize

• Adapt the final result manually before sending it

Click here to read the full article.

This feature makes responding easier, faster, and more consistent - while still letting you personalize the final response.