Coming Soon New
In the sections below, you can find all Conversations improvements and new features we plan to publish for the Indigo release on May 25, 2022.
| Whats New? | Learn More |
|---|---|
| Digital Channels | Enriching Email with tables. |
| Customer Context/Agent Experience | Integration with our Customer Data Platform (CDP). |
| Live Chat | Adding multithreading support. |
| Knowledge Base | Follow articles and receive email notifications for any changes. |
Customer Context/Agent Experience
Integration with CDP (Leads/Customer)
We are introducing more types of audience profiles so agents can determine the type of user is getting in touch with your brand – whether it's a lead or a customer. All inbound conversations will be associated with profiling according to the data provided to CDP (Customer Data Platform).
Live Chat Multithreading Support
Adding the ability for customers to open multiple chats in Live Chat to cover different topics simultaneously. There will be no limitations in how many chats customers will be able to open, all the while being shown the history of their previous chats.
Digital Channels
Support for tables in Email
Email improvements will bring the possibility to create tables for new email messages, as well as to receive/read tables for incoming messages. Agents will be able to use tables in templates and share organized content with the customers.
Knowledge Base
Event-triggered Email notifications
From our next release, you'll be able to watch/follow any changes within your preferred articles so you can always stay up-to-date. A notification email will be sent to you whenever there is a change in the article(s) you are following (from Title edited, Content edited, Article published/unpublished/deleted, New comment, etc.).