Acquire Agent CX

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.