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Hybrid Chat 4.x is not ready for production at the moment. However, a pre-release for testing is available on-demand.

To see the feature parity with HC 3.x, see HC 3.x vs HC 4.x - Features Comparison

Following are some of the main business features. 

Customer Identification

Hybrid Chat 4.x. stores Customer Profiles so that upon receiving a new request from the customer, the system looks up and brings up the best matched profile in front of agents. This helps agents to better handle the customer queries knowing which customer they are talking to. 

Since customer conversation are linked and tracked with the relevant customer profiles, agents can also change the linking of customer conversations with different customer profiles if they realize that the customer they are speaking to is different than the one that was identified.

Cross-channel Customer History

Hybrid Chat 4.x. tracks the customer conversations history across all customer channels. Upon receiving a new request from the customer no matter through which channel, the agent is presented with a unified customer history with all channels combined, providing a unified customer journey across all touch points. This helps in better answering the customer queries keeping in view the past number and type of customer interactions with the contact center.  

See Agent Guide -> Customer History View for more details.

Multi-Channel Identities

Managing a customer's profile allows to maintain cross-channel identities of the customer under the same customer profile. This provides consistent customer experience to the customer so that no matter which channel they use to approach the contact center, their past transactions from different channels are always combined under the same profile.

See Agent Guide -> Customer Profile pane for more details.

Bot-controlled Conversations

All customer conversations in HC 4.x. are supposed to be monitored by a controller bot. The Controller Bot is responsible for making the customer experience smooth throughout the conversation by taking dynamic decisions to control the flow of conversation.

See Conversation-> Conversation Control - Controller Bot for more details. 

Live Channel Data

Agents while handling customer queries can be provided with additional details about the channel session of the customer. This includes any additional information about the current channel session such as WhatsApp service identifier, browser type, device/locale information of the customer as received from the respective channel connectors.

See more details about Channel related terms

See Agent Guide -> Active Channels pane to see how agents view channel data of an active conversation.

Conversation Data

This includes showing additional information about the customer or conversation as a whole to agents serving such as, customer authentication status, as received from 3rd-party sources (such as third-party authentication systems).

This conversation data remains available to agents and can be updated in real-time using REST APIs for as long as the conversation is active.

See Agent Guide -> Conversation Data pane to see how conversation data is available to agents in Agent Desk.

State Changes on each Media Routing Domain

Working with Media Routing Domains provides flexibility to agents to make themselves ready on a certain media while not ready on the rest. For instance, agents can make themselves available for Chat and not available for voice calls. This way state changes of agents are managed on each individual media.

See Agent Guide-> Change MRD State to see how agents can transition to different MRD states.

Channel Switching

With Channel Switching capabilities, agents can switch between the active channels of the customer during one conversation. For instance, a customer starting a chat from web channel later comes from WhatsApp during the same conversation. So the agent serving the customer can change her channel of communication before sending over a message. 

By default, the channel of the agent is set to the latest channel being used by the customer to send the message.

See Agent Guide -> Switch to a different channel for more details on this.

Flexible Request Assignment  

HC 4.x. allows you to define how requests from a channel should be assigned to contact center agents. There are two ways to do that: 

  • Push mode
  • Pull mode

See Pull-mode vs Precision Routing for more details.

Outbound Conversations

With 4.0., authorized agents can initiate conversations with customers as per their convenience. This allows agents to reach out to customers as per the planned schedule or manually sending a chat message while serving the customer on call.

See Agent Guide -> Initiate a conversation for more details 

Rich Media Messages

HC 4.0 supports receiving rich media messages from WhatsApp channel which includes receiving the following media messages from the customer:

  • Replies to button messages 
  • Quoted replies
  • Voice notes 
  • Images
  • Videos
  • Contact message
  • Location message
  • URLs 
  • File attachments 

Replies to button messages are also supported from web channels.  

See Agent Guide for details about sending messages from the Agent side. 

Bot Suggestions

Conversation bot responds to customer queries as per the bot training. As soon as the bot finds itself not confident enough to answer or, the customer requests to talk to an agent, the conversation is handed-off to a human agent. However, the conversation bot can stay in the background in Suggestion mode so that it can guide agents with the suggestions it has for each new customer message. Agents can see bot suggestions in real-time against each customer message and choose to send over to the customer. 

See Agent Guide for details on how agents can send bot suggestions to customers.

Wrap-up Reasons and Notes

With category-based wrap-ups, agents in HC 4.x. can select one or more wrap-up reasons from each wrap-up category. Wrap-up categories and reasons are defined by the administrator on Unified Admin. See details on Administrator Guide -> Add Wrap-up Reasons

Agents can also leave notes to the conversation to summarise what the conversation was about. 

Note that wrap-ups and notes can be added to a conversation anytime during the conversation and is not currently dependent on a conversation getting closed.

Configurable Customer Schema

Having configurable schema for customers in HC 4.x. allows administrators or authorized users (such as supervisors) to define the fields of the Customer object as per their business needs.

So a company might want to store a customer's home address while another does not need that, so no fields in the schema exist for storing this information. 

Some of the fields are system-defined in the Schema and cannot be removed:

  • First name
  • Phone number (channel identifier)

See more details on Supervisor Guide ->Customer Schema

Customer Labels

Labeling customers allows businesses to help determine which category/type/segment the customer belongs to so that the system should provide the necessary treatment based on the customer classification. For instance, a customer having assigned the VIP label should be given prioritized treatment when she approaches the contact center. 

See more on Agent Guide -> Assign Labels to Customers to see how agents can assign labels to customers while handling a customer conversation.

Not Ready/Log out with Reasons

Agents of HC 4.x. can choose a reason for going not ready or while logging out. These reasons are defined by the administrator on Unified Admin and are available to agents on Agent Desk. See details on Administrator Guide -> Add Reason Codes.

Easy-to-setup Admin Configurations 

HC 4.x. comes with an Admin App for the contact center administrators with an intuitive UI to manage system-wide configurations. 

This includes (but is not limited to) managing:

  • Channels
  • Queues
  • Agents
  • Bots

This easy setup saves the startup time of the business while reducing complexities to manage such settings through more complex, backend configuration files. 

See Administrator Guide for more details on it.

Secure Access with Keycloak

Keycloak is used as an Identity and Access Management solution with HC 4.x.. Users are created and managed within Keycloak so all the login requests are redirected to Keycloak for user authentication. You can also ensure secure access to the protected resources by managing the user authorization with Keycloak. For more details, see Agent Authorization with Keycloak

Concurrent User License

The licensing of HC 4.x. is a pay-per-use, subscription-based licensing. So businesses can buy concurrent user licenses from the Expertflow Online Shop, for the concurrent number of agents who are going to use the Agent App.

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