New features — auto-assign, comment replies, AI recommendations, broadcast

Auto-assign — new chats go straight to online agents

New conversations are assigned to agents automatically, no manual pickup from the queue. Choose who is eligible (for example only online agents) and when assignment is switched off, from the settings. The goal is simple: no customer chat waits because nobody picked it up.

Replying to Instagram and Facebook comments

Beyond DMs, comments on Instagram and Facebook posts can be answered from the same inbox. Pricing follows who replies — agent reply Rp50, automation reply Rp100, AI reply Rp150 — exactly like ordinary chat replies. Incoming comments are free, like incoming messages.

AI reply recommendations — agents assisted, not replaced

When an agent wants to reply personally but needs an idea, pressing the recommend button has the AI draft a reply from the same knowledge base the chatbot uses — ready to check, edit if needed, and send. Charged at Rp150 per request, and a reply sent from that draft is not charged Rp50 again. The fuller the knowledge base, the better the drafts.

Broadcast — WhatsApp and email

• WhatsApp broadcast uses template messages. Template content follows Meta's rules; template costs are paid directly to Meta through your own WABA, outside the Cakapin balance.
• Broadcast email costs Rp25 per email, on a stream separate from transactional email so account-notification deliverability is never affected.
• SMS broadcast is unavailable at launch.

Limits worth knowing

Leads, the developer API and outgoing webhooks, the BYOK LLM page, Shopify, BigCommerce, and the vendor CMS are hidden at launch (both menu and routes are locked) — if older material mentions them, that material belongs to a later phase, not to what you can open today.