Here’s our biggest brag: In 2024, we delivered 20 features specifically requested by customers like you, plus 50 more innovations as part of our AI-focused roadmap. That’s total of 70 features released in a single year.
This achievement reflects our commitment to exceptional customer service – a value we’ve shared with partners like you for over a decade.
Additionally, the launch of CommBox Era AI revolutionized how easily businesses build automations with Conversational AI, introducing AI Agent Assist and the most intuitive Flow Builder allowing businesses to instantly create sophisticated AI conversations.
Ready to explore what’s new? Check the major features released in 2024 to help you discover and implement the features that matter most to your business.
Whether you’re looking to enhance your AI capabilities, streamline integrations, or boost security, there’s something fresh to elevate your customer service game. Explore the highlights below:
Conversational AI & Automations
With the major release of CommBox Era AI, you gained the powerful Conversational AI capabilities, with AI Agent Assist to empower your agents with automation tools that radically increases efficiency, and the most intuitive, AI-powered bot and Flow Builder. Other new features included greater visibility on referral sources, credit card payment option, and the constantly evolving Flow Builder (drag & drop capabilities, advanced search, permissions, improved import, AI intents and more. Automation was upgraded with additional rules and new customer tagging that incorporates triggers and conditions. With all these strides, conversational AI is officially the biggest breakthrough of 2024.
Integrations
CommBox is built on seamless integration capabilities. This year, we’ve enhanced the flexibility of integrations to help teams optimize workflows and tailor CommBox to specific needs. In addition to adding new seamless integrations, like the Zendesk Integration, we’ve added the ability to customize and edit the CRM Integration workflows, resize iFrame within Salesforce, leverage sub-channel level integrations and more.
Security
Enterprise-grade security is at the core of CommBox as we lead the market in delivering enterprise-grade security. In 2024, we introduced powerful new features to help you streamline workflows with even greater efficiency and security. From advanced Teams channel ownership controls, topic tags, automatic user provisioning that standardizes identity management, to temporary video chat links and new audit trail logs. Plus, we achieved PCI SAQ D compliance For Merchants.
Campaigns, Knowledge Base, Support
Send campaigns during business hours and leverage new CommBox tools like the powerful Knowledge Base Hub and auto assignment in Permission Profiles. Take advantage of our new customer support portal that also offers feedback options.
Channels
When we promise seamless experiences across any channel, we mean it. Check out WhatsApp enhancements with GIFs, template editing capabilities and support for WhatsApp Referral Messages. Additionally, you can now generate leads from Facebook posts and see YouTube usernames on Messages,
Reports
New analytics and reports this year included a tags board on custom BI Dashboards, WhatsApp Templates Reports, and the ability to send large data reports to email.
2025 Easily Resolve Your Customer Requests
As we advance into 2025, our development roadmap is already well underway with strategic enhancements designed to maintain your competitive edge. Our R&D teams are focused on delivering enterprise-grade solutions that will elevate customer service capabilities across the board. At our core, we remain dedicated to our founding mission: allow organizations to easily automate complex customer requests, so you can truly scale your CX. Yes, that means any customer request, across any channel, no matter how complex. CommBox is designed to launch AI agents that can authenticate or provide personalization with back-end or third-party integrations, authentication and personalization.
In addition to our product roadmap, our development strategy continues to be shaped by your valuable insights and industry expertise. Every feature request and implementation challenge you share helps refine our product direction, ensuring our solutions address real-world business needs. In an era where customer experience technology is rapidly evolving, we remain committed to not only meeting but anticipating market demands. Whether you’re scaling operations or transforming your enterprise customer service infrastructure, we’re dedicated to delivering innovations that drive measurable business outcomes while simplifying even the most intricate customer service processes. Your partnership continues to be instrumental in shaping the future of customer service technology, and we look forward to building on this foundation of collaborative innovation in the coming year.
