Acquire Agent CX

•On the Dashboard:

◦ View and chat with all pending, active, and online visitors, now in real time.

◦ Talk to multiple visitors at once.

◦ Get notified when visitors and customers want to chat with you.

◦ Provide customer support from virtually anywhere.

•Unified view: See cross-channel communications from emails, messages, and even SMS in a unified

conversation thread.

•Audio and Video calls: Connect with your customers via audio and video calls from the app or have

your visitors connect with you from the widget.

•Join Call: Agents can initiate a video call from the desktop and then join the same call from a

mobile device, creating a seamless experience when interacting with a customer.

•Customer Profile: Easily view and edit profiles during live chats to offer customers proactive and

tailored support.

•Shortcuts: You now have the ability to use shortcuts which means faster replies to customer queries.

•Emojis: Make conversations more engaging by expressing your emotions through emojis.

•Feedback: Collect visitor feedback using feedback forms to gauge performance.

•Webhooks: Fetch relevant information in real-time.

•Notes: Resolve issues quickly by tagging agents and adding context through internal-only messaging.

•Email & SMS: View email and SMS messages in a unified conversation thread.

•Ask for Visitor Details: Ask visitors for contact details and other information during a live chat session.

•Snooze Contact: Put conversations on hold to account for company breaks and holidays.

•Block Contact: Block any email address or phone number.

•Contact Tags: Add tags to your visitor for grouping or identification.

•Filter: Narrow down conversations with different criteria via inboxes, channels, departments, and phone

numbers.

•Access Controls: Create admin or operator specific permissions for messenger, audio calls, video calls,

blocked contacts, and SMS.

•Push Notifications: Receive an instant notification when invited or transferred to a new case, invited to

a new chat message, mentioned on a note, or when snooze time elapses.

•Transfer Chat: Instantly transfer a chat to the right department or agent to provide better

service to the visitor and accurate responses to their requests.

•Social Media Share Links: Invite social media users and others to a chat, audio call, or video

call with customizable links.

•Shortcuts Settings: Create basic shortcut formatting and define shortcuts from Settings.

•Reload Conversation: View and refresh conversations to see the latest message in case of

delay related to internet connectivity issues.

•Archive Conversation: Quickly move your low priority or less important conversations to an

archived list to access it at a later point in time.

•Close Conversation: Quickly end your conversation with the visitor. When it’s time to rejoin

the conversation, simply add a message to reactivate it.

•Delete Conversation: Remove any conversation that’s no longer needed.

Tag Conversation: Create and add new tags relevant to your conversations from Agent Home.