Conversations

Manage contextual conversations across your customers' preferred channels shown below the Features section.

One workspace to manage all conversational messaging.

Set up Supervisor and Agent roles and permissions.

Receive inbound messages from customers, assign to agents, and reply with ease. Start a new conversation (opens in a new tab) with a customer on any channel.

Easily continue the conversation without asking customers to repeat themselves. Get insight into full conversation history and customer records. Also, select and merge different conversations (opens in a new tab) on the same topic with the same customer.

Preview and manage customer data directly from the conversation interface. Organize your contact center teams by assigning the most knowledgeable agents to specific queues to manage conversations in a timely manner.

Add tags (opens in a new tab) to conversations to categorize them based on topic, product, service, or any other category.

Use Answers to create bots and automate instant answers to FAQ while agents focus on resolving more complex inquiries. Easily transfer customers from a bot to a real agent.

Set up conditions to follow business rules to sort messages into an adequate queue for the most effective resolution of customer inquiries.

Monitor performance and adjust your contact center setup based on the workload and specific topics. Track how your agents utilize their working time through occupancy and engagement rates. Check agent performance and plan for trainings on the spot for most urgent skill gaps. Safeguard customer satisfaction through automated sentiment analysis.