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.