Tickets originating from different sources can be viewed on a unified dashboard. If a registered customer raises queries from different sources, the system identifies the user and merges the queries in the single thread, regardless of the original ticket source.
The smaller blue icon on the lower right corner helps users provide in depth information of the ticket so they can understand the queries faster and offer delightful customer experiences.
It gives the complete view of all tickets, just like your regular inbox, but with tags. So when you login to your account, you see a simple and clean UI that gives you a comprehensive overview of all tickets along with the sources these tickets originated from.
The new and improved unified dashboard has different layouts, so you can understand the data better. It also gives you the functionality to create a custom dashboard in and view the data, all in real-time.
Our new configuration section is clean and gives all the options in a list form so you can get started with your configurations right away.
With this update, users can switch to any language at any point of time and provide responses in their preferred language. This helps in creating native customer experiences.
We also rolled out a new feature called Quick Responses. This will appear once a chat is initiated. Quick responses can be modified/customized as per the requirement. The effectiveness of these templates can be measured within the report section.
In this configuration, we have given full control to the end user so they can create their own bot flows and customize the responses accordingly.
Chat tickets can now be disposed of directly from the chat window.