Take your interactions with customers to the next level with new features that help customize, inform, and streamline the customer experience.
Customize the Waiting Room
Create a more engaging and informative waiting experience with the ability for account owners and admins to use media from the asset library to customize the Waiting Room for video engagements. Provide critical information like what resources to have ready, links customers can visit for more information, and more!
Share files in chat
Enhance the customer experience and help address their requests more quickly by enabling agents and consumers to share files in chat during an active web chat engagement such as pictures, documents, and other resources.
Set consumer language using flow editor
Account owners and admins can now use the flow editor to set the consumer’s language to provide a more inclusive experience. The language can be set based on the phone number dialed into, via the Set Variable widget or programmatically, via the Script widget.
Elevate to video call
Empower your agents to provide even deeper customer service by enabling agents to upgrade an active chat engagement to video. Account owners and admins can enable or disable this feature, allowing them to design the support infrastructure that best suits their needs.
Set agent display name
Help create a more human connection in your contact center communications with the ability to display an agent’s name. If you choose to show agents’ contact center display names or show agents’ full name, the default display name is the agent’s first name. And not to worry, the contact center display name is separate from users’ profile display name.
Estimated wait time
Keep your customers updated when they’ll be helped by showing them the estimated wait time for the queue for a video engagement (Waiting Room). The estimated wait time is based on several factors, including the average handling time, and can set clear expectations for your customers.