March 4, 2026

Care

API for Managing Care Cases and Messages

We introduced new APIs for working with Care cases:

Obtaining Care cases and their properties using various criteria (case ID, creation time, profile, social media platform, value of a case field, date range)
Obtaining Care case messages and their properties using the case ID

Learn more:
https://api.emplifi.io/#care-case-content

Bot

Unified Analytics: Bot Module

The Bot dashboards in Unified Analytics now deliver an updated and more comprehensive reporting experience for chatbot overview & performance. These updates to the legacy Unified Analytics dashboards provide enhanced insights into conversation and message volume, containment and escalation rates, intent matching across languages and platforms, and performance comparisons across multiple bots.

Bot Overview Dashboard Enhancements

The Bot Overview dashboard in Unified Analytics provides an accessible, high-level summary of bot conversation & message traffic across platforms. It includes metrics such as new conversations, incoming messages, unique and returning users, and platform distribution.

Bot Performance Dashboard Enhancements

The Bot Performance dashboard in Unified Analytics offers detailed insights into conversation automation effectiveness . It includes widgets for containment and escalations, intent matching by language and platform, and long-term conversation trends.

Learn more:
Unified Analytics for Bot
Bot overview dashboard
Bot performance dashboard

Flow Automations

Trigger Updates

The Community New Message Trigger and Care Messages New Case Message Trigger can now react to outgoing messages.

This means you can trigger a flow when you send a message from an owned profile or respond to a case, not only when you receive a message.