Coming soon

Private agent assignment

This new feature entails assigning agents based on a record in the CDP. This record should include an attribute containing the ID of an agent. Therefore, when a conversation is initiated and routed, the system will check this attribute and assign the conversation to the agent whose ID matches the one stored in the attribute, ensuring that the same agent who previously interacted with the customer gets assigned to the conversation.

New sorting and ordering for conversations in My Work

With this initiative, we will introduce advanced sorting and ordering options to help agents efficiently prioritize and handle conversations, ultimately enhancing their productivity and customer satisfaction.

Key benefits:

• Improved workflow: Agents can better prioritize conversations, reducing the time spent searching for the next conversation to address.
• Enhanced productivity: By minimizing the confusion caused by reshuffling conversations, agents can focus more on resolving issues efficiently.
• Customization: Allows agents to tailor the My Work page to their specific needs and use cases, increasing their overall effectiveness.
• Increased customer satisfaction: More efficient agents lead to quicker response times and better customer service quality.

Conversation API

WhatsApp callback data integration

With this release, we will introduce a more customized and automated message routing system based on specific attributes. This will enhance message processing and routing capabilities within Conversations, resulting in more efficient and personalized customer interactions.