product Updates

This month, we launched our Squarespace integration, so you can increase conversions across every stage of the purchase funnel with your Squarespace data. Plus, we launched Knowledge Base and made improvements to our integrations with Salesforce and BigCommerce.

• Squarespace integration  —  Drive more orders and repeat customers with timely, personalized journeys triggered by your Squarespace data.

• Knowledge Base — Give your customers the support they need with our no-code article builder, which includes AI translations, AI search, custom branding, and more.

• Salesforce integration  —  It’s now easier to split the contact and lead selective sync filter. Plus, we’ve improved the naming format for synced campaign-related activities.

• BigCommerce integration  —  Sync custom fields from BigCommerce into Ortto.

• Journey builder — Now you can set a timeout on filter shapes, and apply throttling to SMS sends to distribute traffic to your website and support.

• Email campaign tracking — Track the performance of your email campaign links using the raw URL.

• Pre-filled form data — Simplify the form process for your customers with pre-filled data or hidden fields.

• Reporting — Apply a two-week filter to reports to match your company reporting cycle.

We’re excited to announce Knowledge Base, a no-code article builder for teams to publish and maintain multilingual support content. This much-requested feature joins our omnichannel engagement solution, Talk, making it easier than ever to self-serve faster answers to customer questions.

Knowledge Base includes:

• AI translations – write an article and have it translated automatically into other supported languages.

• AI search – type a question in natural language and get an answer based on content in your articles.

• Custom branding – use your fonts, logo and domain to make knowledge base your own.

• Multimedia – add gifs, images, and videos.

• Text formatting – add buttons, callouts, code blocks, bullet lists and more.

• Categories – structure content into categories for easier navigation and searching.

• Escalation – route users to an agent if their problems aren’t resolved and record feedback so articles can be improved.

• Version control – see a history of any changes made and revert back to past article versions.

Knowledge base is included with all Ortto plans and customers can import existing documentation via our integrations with popular support solutions.

In August, we introduced a new integration with Tall Bob plus made it possible to connect more Facebook accounts to manage multiple brands. Learn about these updates and more:

• Get more flexibility when sending SMS, particularly with AUS and NZ audiences, with our new Tall Bob integration.

• Connect multiple Facebook accounts in your Ortto instance to bring together multiple brands.

• Preview what our templates will look like with your branding applied.

• Increased control over batching your email campaign delivery across larger time frames to spread the resultant website and support team load.

• Talk updates:

  • A more responsive inbox

  • Expanding a message from within your inbox for easier, contextual reading

  • Edit previously sent messages to remove sensitive information

This month we launched new packages and rates, plus an improved billing system so you can self-serve your billing. We continued releasing updates across core features, based on customer feedback, including for Journeys, Capture, Talk and some integrations.

• Find a more comprehensive view of your plan inclusions and key dates in the new billing center, located in your settings.

• Get more out of Ortto with new plans that greatly increase feature limits, plus tiered contact bands to reduce the frequency of upgrades as you grow.

• When exporting data on People, see all values for Organization custom fields as well.

• New system activities: Added/Removed tag

• Preview capture widgets on different devices (mobile/desktop)

• Build more advanced filters on page URLs to display Capture widgets

• The journeys time condition can now filter on time of day/week

• New options for Magento data source: set find strategy, fallback country code and email subscription status

• Added option to sync 'Feedback submission' object for Hubspot

• Talk updates:

  • Improved controls for assigning a conversation to an agent/team

  • Display who reacted to a message on hover

  • Edit single/multi select fields directly in the sidebar

  • See what time a customer has seen your message by hovering on "seen"

This update includes a number of enhancements to core features such as functionality to allow for more complex Journeys and a new UI for creating Capture Widgets. We’ve also added an Intercom integration and enhanced Talk features, based on feedback from Talk beta users. 

• Use “Jump shapes” to connect a Journey shape to another path, without recreating the path again.

• Journey conditions and filters can apply a "since entering journey" criteria on all activity-based filters.

• Use the Intercom integration to automatically sync your contacts (people), companies (organizations), conversations, and selected teams and agents to Ortto.

• Export a transcript of a Talk conversation from the Inbox.

• Use Ortto Unique Identifiers for merging Stripe contacts.

• You now have the option to automatically archive records in Ortto who no longer meet the "selective sync" criteria with Salesforce, Pipedrive, Intercom and Hubspot.

• The "Task" object in a Salesforce data source is no longer treated as a default (i.e. mandatory) object for syncing.

• You can now copy/paste formatted text into a Talk conversation.

• We’ve introduced a new and improved UI when creating a Capture Widget from scratch – including “preview” functionality for manually entered liquid code. 

• You can now see a "Winning" label on A/B test campaign variants when comparing open rate (rather than total opens).

This month we’ve released a variety of updates to address customer feedback and requests across the breadth of features in Ortto. Notably, we’ve added Transactional SMS as well as SMS send blocking to ensure customers remain in compliance with new UK restrictions. Since the release of Talk last month – available for free to all customers – we’ve also been working through feedback from all beta users.

• You can now send Transactional SMS via the API.

• Block sending international SMS messages to UK numbers in-line with new restrictions.

• Build delays in your Journeys using a date field or an activity date attribute.

• We’ve added a new Journey shape so you can archive contacts.

• You can now preview personalization when building Capture Widgets.

• You can now download the HTML for your email assets.

• When automatically resending unopened emails, you can now add variable delay times.

• We now support nested loops and conditions within Liquid blocks for email content.

• When exporting People records, you can now include associated Tags.

• Various Talk updates and improvements including: Global search, updated Inbox settings, automatically loading new tickets without needing a page refresh, removing extraneous Talk new message “pings” and new activities for “Conversation tagged/untagged”.

• We’ve improved field mapping and creation when managing custom activities.

• We returned the options of single/multi select fields via the “Get custom fields” API method.

There's a new way to have personalized conversations at scale with your customers: Talk, Ortto's AI-powered omnichannel engagement solution.

Talk lets you harness the latest advances in AI and GPT-4 in your conversations, custom AI model trained on content from your own website, technical docs, support tickets and even previous conversations to provide suggested replies that will get smarter over time, supercharging your team's productivity — and their brainpower. 

Watch the launch event to see it in action. Key features include:

• Custom branded Talk Messenger for your website or app

• Live chat, voice calls, and screen sharing

• Custom trained AI model for suggested replies

• Created canned replies for commonly asked questions

• Embedded CSAT

• See all customer data from your CDP as you engage

• Proactively surface resources and engage with site visitors

• Trigger Journeys based on data captured through Talk

• All-in-one Inbox to manage conversations across channels

Talk is free for all customers until 1st August, 2023. 

Broaden your reach and increase engagement with Push notifications across web (browser), iOS, Android and Apple Watch.

Push features…

• Built-in generative AI and dynamic personalization.

• A/B testing.

• Deep linking and URL personalization.

• Secondary CTAs.

• Fully integrated so you can add Push messages to your omnichannel journeys.

Watch the launch event to see it in action.