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Survey Updates, Call Quality Enhancements, Disable Users, Broadcast Assignment

Feb 23, 2024

This release brings a host of new features and bug fixes to Avochato, including additional user management functionality, survey usability updates, an “undo send message” option, new Salesforce conversation status syncing, broadcast assignment, and more.


Avochato for Salesforce - Sync Conversation Status

There is a new option for syncing conversation status changes to Salesforce to a dedicated Avochato__Status__c field. When enabled, the conversation status will sync whenever it changes.

Head to Integrations > Salesforce > Settings to turn this setting on, per inbox.

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Broadcasts - Auto Assign to Agent (or bot!)

You can now designate a user (or AvoAI agent) to be assigned to all conversations associated with a broadcast. This is optional and defaults to no changes. Specify an assignee, and all conversations touched by this broadcast will get assigned to the user (or bot):

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Conversations with contacts that end up being excluded from the broadcast (either due to being opted out, removed from the broadcast before it sends, or due to the contact not receiving the broadcast before it gets cancelled, etc) will not be reassigned.

When an AvoBot gets assigned to a conversation, it will automatically respond to the contact when they reply to your broadcast.

Note: If your account has Lifetime conversations turned OFF, this assignment feature may not work as expected. This is due to the fact that your inbox will create a separate ticket for a response to a broadcast if that conversation was initially closed, so the agent or bot won’t necessarily be assigned to the new conversation. Contact Avochato support if you’re having issues with this and we’ll help provide a solution.

Additionally, we’ve updated the broadcast list to show the auto-assignee of the broadcast (if applicable). Currently you can only designate one assignee per broadcast, but it can be any user in the inbox (not just the user who created or published the broadcast!)

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Assignment occurs when the message is attempted — so assignment will happen over time as the broadcast sends sequentially, and will never happen if we don’t attempt to send the message for any reason.

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Meanwhile, we have also streamlined the steps 1 and 3 and removed some redundant elements, and fixed a number of issues with the UI.


“Undo” Sending Messages

There is now a brief 3-second window to undo sending a message from the inbox.

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However, once sent by Avochato, cell carriers will deliver your message and they can no longer be un-sent.

We hope this makes it easier to catch and correct typos or unsend messages that were sent to the wrong person.

Users can enable this optional feature under their profile.



  • Possible breaking change: Keywords and other automated responses no longer interrupt surveys while a survey is active. This is technically a significant improvement on the current workflow, but we’d like to point this out in the event it changes your existing workflow.
    • Keywords and other types of automated response (including AvoBots’ responses) will not trigger as long as a survey is active. They will be treated as a response to the most recent survey question.

      Once the survey is completed (or ended manually through the new UI), keywords and other automations will trigger automated responses again as usual.

      This fixes a long-standing issue where keywords could be triggered in the middle of surveys, which preventing the survey from being completed properly; it also fixes issues where AvoBot replies would take precedence in the middle of a survey, instead of asking the next survey question as intended.

  • Sending any outbound message before receiving a survey response from a contact will automatically end the survey for that contact.
  • We’ve added new Custom Event indicators in the conversation feed when a survey begins as well as when the survey has officially ended. Note: These custom events will appear for all new survey activity, but currently will not appear in older conversations.
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  • Agents can now manually end a survey that was sent to a contact to prevent the rest of the survey questions from sending. Click on the “Survey Started” event and click “End Survey”.
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Users & Organization Management

Custom Profile Photos

Users can now customize their profile pictures. Upload an image (jpeg, png, gif) and hit save. Supports jpeg , png , bmp , webp , and yes, gif (animated or static)

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Gravatar Users will still see their Gravatar (if they have one associated with the email they use to sign into Avochato) but otherwise Gravatar support has been deprecated.

These custom profile pictures will be incorporated into the rest of the inbox in the near future, stay tuned.

Disabling Users

All users start out as “enabled” when you invite them to your inboxes. However, if you have ever tried to remove someone from an Avochato inbox, you may have felt the pain later of trying to understand historical analytics reports, logs, and other metadata because that user no longer exists in the account.

We’ve added a new feature for Owners to disable users in specific inboxes (or all inboxes) so that you can securely remove a user’s access to Avochato without impacting reporting or other metadata, while minimizing your usage of Avochato seats.

This process is reversible in case the user returns to your organization or you make a mistake, and does not require contacting Avochato support.

  • Disable a user in an inbox to revoke their access to that specific inbox (see below), including overriding the four major permission flags to “false” while active
  • Disable a user in all inboxes, and they will no longer count towards a seat in your organization
  • Re-enable them if you wish to restore their original permissions.
The list of inboxes a user can access, via the Organization Management dashboard
The list of inboxes a user can access, via the Organization Management dashboard

How to disable a user in an inbox

From the inbox: Managers and Owners can view the Invite Team tab, find the User, click Actions → click Disable User and hit confirm to disable a user in that specific inbox.

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Disabled users will still appear in the team list but will be greyed out.

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From Organization Management: Owners and users that have access to the Organization Management dashboard can click “Organization Management” → “Users” → lookup the user, then view their list of each inbox they currently have access to. Either Cl

Click on their User Status to toggle their status from “Enabled” to “Disabled” their access in a specific inbox. All of their permissions (can make calls, etc) will be denied automatically as long as they are disabled.

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What happens when a user is disabled in an Avochato inbox:

What is unaffected when you disable a user:

How to disable a user in all your inboxes

If a user was added to more than one inbox, and you want to remove their access to all of your inboxes, click “Disable All” under their list of inboxes to automatically disable them everywhere. This has the same effect as manually clicking “Disable” in each inbox.

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Once a user is no longer enabled in any of your inboxes, we will automatically revoke their seat so you can assign their seat to someone else. This is intended to make seat management easier for larger organizations that clean up users over time but still want records of their historical assignments or analytics data without creating a security concern.


Enabling a user

A disabled user can be re-enabled by a Manager or Owner by clicking “Enable User” in the inbox; or by toggling their user status in the Organization Management section.

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They will retain all their previous permissions and role. For example, if you disable a Manager, then re-enable them, they are once again a Manager in that inbox with the same settings as before. However, you still need to manually re-enable their Forward Number or Auto-assignment roster (if applicable) if you are restoring their access to an account.

Note: There is no way to mass-re-enable a user - please reach out to Avochato support if you need help with this.

If they previously were not counting towards a seat (ex: they never had a seat, or they were previously disabled in all inboxes and lost their seat), we will attempt to assign a seat to them when they get re-enabled.

A user enabled in at least one inbox will require one of your Organization’s seats to send messages.


Other User Management updates

  • We now list the API keys associated with a user when viewing that user in the Organization Management section, including the ability to delete those keys.
  • We now track the “signed in at” timestamp per user
    • This represents the last time a user authenticated into the app via the sign in flow — subsequent actions or page views does not refresh this timestamp.
    • This is also visible as a new column (”last login”) under the Organization Users table.
      • Note: We are backfilling some of this data, but it will not be available for all users pre-2024 until the next time they log in.

  • Any API or CSV download now includes an “enabled” column indicating the status of a user in a particular inbox.
  • Added new indicators in the Org Users section for “Can view Billing” and “Can manage Org” flags
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  • New shortcuts: Owners can now see a ‘Manage Team’ shortcut to jump to the Organization User Management page for that inbox.
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      This takes you to the filtered account list. There is also a new shortcut to remove any active filters on the account list and see the whole list of users.

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Authentication & Sign in with Microsoft

The sign in page has received some cosmetic updates.

Additionally, we have publicly released our Microsoft Entra ID SSO integration. Customers who have configured the Avochato Entra ID Enterprise Application in their Azure portal can one-click into their Avochato account.

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You can now search and sort Conversations by the activity_at timestamp, which indicates the most recent event in a conversation’s event feed.

Avo AI

Avobots now default to a one second delay - this is configurable to 0 for fully-automated AvoBots, or more seconds for user-in-the-loop use cases. Previously there was no delay - all current AvoBots have been defaulted to zero seconds if not already set by the user. Increase the delay to increase the amount of time to review any messages that the AvoBot will send to a contact. AvoBot messages can also be unsent (if caught fast enough).


Bug Fixes


  • Fixed an issue downloading CSV files from the new Analytics dashboard. Any report visible in the app should be downloadable using the CSV download icon.


  • Fixed an issue where uploading contact lists would time out before we finished adding them to a broadcast. Plus, we added redundancy so if an upload fails, we automatically retry a few times before giving up.
  • Fixed an issue where date filters for specific dates included some results outside of midnight of the end date.
  • Fixed an bug with the tutorial popup containing no content on mobile.


  • We’ve upgraded the software use to deliver in-browser calls, which means clearer, smoother call quality on all device types.
  • Fixed an issue with the time filter indicator on the call logs page not updating properly when a user changed the selection, including “Last Month” etc.


  • Fixed an issue with properly updating user permissions when toggling the AvoAI permission flags on behalf of other users.
  • Fixed an issue where mobile apps would not display certain in-app messages for success or error states in various workflows.
  • Patched various libraries containing CVEs for security.
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