Bot MD Product Updates

12 Mar 2026

Improvements

Improvement: Configurable Auto Nudge & Auto Resolve Settings

You can now configure the timing for Nudge messages and Auto Resolve directly in the dashboard.

How it works

•Navigate to: AI Agents → Coordinating Agent Settings

•⚙️ What you can configure:

•Nudge Message: Send an automatic follow-up message if the patient hasn't responded within a specified period of time.

•Auto Resolve Conversation: Automatically mark a conversation as Resolved if the patient has not responded after a defined duration.

•💬 What happens if the patient replies later?

•If a patient sends a message after the conversation has been marked as Resolved, the system will automatically open a new conversation thread.

•This improvement allows teams to better manage inactive chats while ensuring conversations can continue smoothly if the patient returns later.

If you have any questions or need help with configuration, feel free to reach out to our team.

2 Mar 2026

New Feature

Bulk Actions Now Available in Inbox

You can now perform bulk actions directly from the Inbox—making it faster to manage multiple conversations at once.

How it works

•Available Bulk Actions:

•Mark as Resolved

•Assign to Me

•Assign to AI Bot

•Assign to Human Agent

•🔍 Understanding the Difference:

•Mark as Resolved: Resolves the conversation and assigns it to the AI Bot.

•Assign to AI Bot: Keeps the conversation open and assigns it to the AI Bot.

•This gives you flexibility depending on whether the case is completed or still ongoing.

•⚙️ How to Use Bulk Actions:

•Go to Inbox

•Click Select in the conversation list panel

•Choose the conversations you want to update

•Click the Bulk Actions button

•Select your desired action

•This improvement helps teams manage high volumes more efficiently and streamline handovers between AI and human agents.

•Now live for all customers.

If you have any questions or need help with configuration, feel free to reach out to our team.

2 Mar 2026

Improvements

New Messages Allowed After Chat Is Resolved

Resolved chats can now start a new conversation thread, allowing users to send messages again — even after the previous chat was marked as resolved.

How it works

•Previously, once a chat was resolved, users were unable to initiate a new message in that thread.

•⚠️ Important Note:

•Message delivery remains subject to Meta's messaging and privacy policies.

•If a message falls outside of Meta's allowed messaging window or policy guidelines, it may still be rejected by Meta.

•This update improves conversation continuity while remaining compliant with platform rules.

•Now live for all customers.

If you have any questions or need help with configuration, feel free to reach out to our team.

2 Mar 2026

Improvements

Send Message to Contact from Contacts Page

You can now initiate a conversation directly from the Contacts page.

How it works

•A new "Send Message to Contact" option allows you to select the desired channel (e.g. WhatsApp or Messenger).

•Once selected, you'll be automatically redirected to:

•The Inbox page

•The corresponding conversation thread for that contact

•This makes it faster and more convenient to start conversations without needing to manually search for the contact in the Inbox.

•Now live for all customers.

If you have any questions or need help with configuration, feel free to reach out to our team.

27 Feb 2026

Improvements

Improved Media & File Handling in Inbox

We've enhanced how media and file attachments are displayed and accessed within conversations.

How it works

•Multi-Image Display Improvements: Multiple images sent within a conversation will now be displayed properly in the inbox, making it easier for admins to view and review them without layout issues.

•Improved File Access: For non-image file types such as PDFs, you can now access them in two simple ways:

•Click the file directly within the conversation → This will prompt an automatic download.

•Via the Attachments panel: Click the Attachments button (located next to the AI bot toggle button), then click the three-dot menu beside the file.

•Why this matters: These improvements make it easier for your team to retrieve patient-submitted documents, reports, and forms directly from the inbox.

•This enhancement is now live for all customers.

If you have any questions or need help with configuration, feel free to reach out to our team.

5 Feb 2026

New Feature

Inbox Filters: Read & Unread

You can now filter conversations by Read and Unread status—per admin user. This means each admin has their own independent read/unread view of the inbox. If another admin reads a conversation, it will remain unread for you until you open it.

How it works

•Read and unread status is now tracked per user, not shared across the team: You can filter the inbox to show only Unread conversations (that you haven't viewed yet).

•Why this matters: Avoid missing conversations in shared inboxes, clearly see what you still need to review, work more efficiently with multiple admins on the same inbox, and reduce confusion caused by shared read states.

•This feature is now live for all customers—no setup required.

If you have any questions or need help with configuration, feel free to reach out to our team.

29 Jan 2026

New Feature

Inbox Filters: Find the Right Conversations Faster

You can now filter conversations in the inbox to quickly focus on what matters most. This update gives your team more control and visibility when managing live chats—especially when handling high volumes or AI-to-human handovers.

Inbox Filters: Find the Right Conversations Faster - Additional view

How it works

•Filter by Tags: Use system-generated tags to instantly surface specific scenarios, including Medical urgency, Request for human, Trigger phrase, Guardrail triggered, Invalid quick reply, AI not confident, Requested by AI, Pending human agent response, Human agent initiated, and Unable to modify appointment. These tags help your team prioritize conversations that need immediate or specialized attention.

•Filter by Channel: Quickly narrow down conversations by communication channel (e.g., WhatsApp, Facebook Messenger, Web Chat).

•Filter by Status: Easily focus on active conversations or review completed ones.

•Filter by Assignee: Filter by the agent a conversation is assigned to, making it easier to track individual workload, review handover quality, and provide targeted coaching.

•With these new filters, your team can respond faster to urgent or escalated cases, stay organized as inbox volume grows, improve collaboration between AI and human agents, and reduce time spent searching for the right conversations.

•This feature is now live for all customers—no setup required.

🚀What's coming next

•We'll continue refining and expanding these tags over time. For example, broader tags like "AI not confident" will be broken down into more specific topics, giving admins clearer context on what type of issue or question the bot was unable to handle—so the right response can happen faster.

If you have any questions or need help with configuration, feel free to reach out to our team.

26 Jan 2026

New Feature

New Feature: Facebook Messenger Extended Messaging

You can now continue sending messages on Facebook Messenger chats that have been handed over from the AI bot to a human admin, even after the initial 24-hour window (up to 7 days).

How it works

•Within 24 hours: All message types are allowed.

•After 24 hours (up to 7 days): Text-only messages can be sent, message templates using the Human Agent tag are supported, and messages may be reviewed by Facebook.

•Beyond 7 days: Messaging is disabled by Facebook.

•This allows human admins to follow up with patients or customers who reply late, continue conversations after AI-to-human handover, and stay compliant while improving response continuity.

•Helpful indicators are shown in the inbox so admins always know what can be sent and when.

If you have any questions or need help with configuration, feel free to reach out to our team.

21 Jan 2026

New Feature

New Feature: Auto Nudge & Auto Resolve

To help improve response rates and keep conversations tidy, we're introducing automated follow-up and resolution features.

How it works

•Auto Nudge at 1 hour: An automatic follow-up nudge will be sent after 1 hour for any inbox conversations that remain open (not resolved).

•Auto Resolve at 1 hour 30 minutes: The conversation will be automatically resolved after 1 hour 30 minutes if there's no response.

•The default duration is currently fixed, but will be customizable soon.

•The initial default message template: 'Just following up on our conversation to ensure you have everything you need. Please let me know if you'd like to proceed or if there is anything else I can clarify for you.' This message is editable, so you may customise it.

•To access the Conversation resolution settings, go to AI Agents → Coordinating Agent → Scroll down to Conversation resolution → Turn On/Off the toggle button.

If you have any questions or need help with configuration, feel free to reach out to our team.

More updates coming soon. Stay tuned!