Customer Channels

Plain text

Plain text message in any supported language

Buttons Message

Video Message

Audio message

Image Message

File Message

URL Message

Gifs

Stickers

Structured Messages

Viber Keyboards, FB Message Templates

Emoji

Contact Message

Location Message

List Message

WebRTC

Initiate a WebRTC session between the customer and the agent. The WebRTC session is started in a separate browser tab.

Voice Notes

Carousal Message

Rich Media Messaging

Outbound Message Templates

For example, WhatsApp Template Messages for outbound, Viber Broadcast messages

Receive Incoming Emails

Send Reply to incoming Email

Send a new email to ongoing session’s customers only

Send outbound Email (to any customer)

Attachments supported in Incoming & Outgoing emails

Styling supported in Incoming & Outgoing emails

Signatures support (with dynamic Agent Details)

Email Thread with attachment

Reply at any level of Email Thread

Email Forwarding

Forward any level of Email Thread

Cc and Bcc support

Receive inbound customer phone calls

• Do a traditional or a conversational IVR treatment

• Route calls to the most suitable customer care agent

Make Outbound Calls

• Agents can make manual outbound calls

• Contact center administrators can schedule agent-based and IVR campaigns

• Connect via WebRTC using a customer widget or a mobile app for audio and video calls and screen-sharing

• Automated self-service via traditional and conversational IVR.

Direct Transfer For Calls

• Agents can directly transfer calls on the configured voice queues.

• Agents can transfer calls directly to specific agents.

Consult For Calls

• Agents can perform consult calls on the configured voice queues.

• Agents can perform consult calls with specific agents.

Consult Transfer For Calls

• Agents can transfer the calls to consulted agents.

Silent Monitoring For Calls

• Users can silently monitor ongoing customer calls.