Engage with your customers, prospects, and visitors on the go via our mobile app and offer an exceptional customer service experience from anywhere.
Overview
• 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.
• Contact Tags: Add tags to your visitors for grouping, identification, escalation, and more.
• Filter: Narrow down conversations with different criteria via inboxes, channels, departments, and phone numbers.
• Search: Perform a wide range of searches with contact titles, messages, departments, names, and keywords across the app’s different list views.
• 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.