Telegram and WhatsApp messages, Instagram and YouTube comments on the customer file
A customer's conversations in messaging channels and their comments on social media now show on their file. Any message becomes a task in one click, and a new message opens a follow-up for the person in charge.
Product update 2 min read
What changed
Until now, to read what a customer said on Telegram or WhatsApp you had to go to the inbox. Those messages now sit on the customer's own timeline, each labelled with its channel.
Three more things now happen for you:
- Message to task: every message has a "Turn this message into a task" button. The task draft carries the conversation around that message, and when the AI assistant is on it suggests the title and description too.
- Automatic follow-ups: when a customer writes and has no open follow-up, one titled "New … message" is created for the person responsible, so no message goes unanswered.
- Social comments: comments on your Instagram posts and YouTube videos come into the panel. Each lands on its writer's file with a "Comment" badge, a buyer-intent percentage and a sentiment (positive, negative or neutral).
How to use it
- Open a customer from "Customers and sales". Channel messages appear on the timeline marked "Channel message".
- To make a task from a message, press Turn this message into a task next to it, check the draft and save.
- Automatic follow-ups are on the Follow-ups screen.
- For comments, go to Social (NabuSocial). "Open video" or "Open Instagram post" next to a comment takes you to the post itself.
Good to know
- Comments never get an automatic reply; they are recorded and analysed only.
- YouTube needs your public channel linked to the panel; Instagram needs your business account connected.
- The task button is shown only to people allowed to hand out tasks.
- Frequently asked questions are now gathered from conversations on every channel and added to that business's "AI knowledge base (NabuKnowledge)", so automatic replies use your own answers.