Advanced Skills-Based Routing

Our upgraded routing engine ensures messages are always directed to the most qualified and available agents, optimizing response times and customer satisfaction.

• Channel-Based Agent Assignment: Administrators can now assign specific messaging channels to an agent based on their training, campaign, or client needs.

• Per-Channel Capacity Limits: You can set maximum concurrent messages per channel for each agent, preventing overload and balancing workloads effectively. For example, if an agent is managing four WhatsApp chats, any new WhatsApp message will automatically go to another available agent.

• Intelligent Routing Logic: Our sequential routing logic prioritizes returning customers to their last agent (Sticky Routing) if available and under capacity. It then filters agents by channel assignment and capacity, routes to the agent with the fewest active chats on that channel, and finally, to the agent who has been idle the longest in case of a tie.

• Robust Fallback Handling: If no eligible agents are available, messages are placed in a pending queue, and administrators can be alerted for intervention, ensuring no message is lost.

Expanded Channel Support:

Instagram Direct Messages

• Instagram Direct Messages (DMs) Integration: Agents can now view and respond to all customer DMs sent to connected Instagram Business/Creator accounts from a single inbox. This centralizes communications, allowing for quicker replies without needing to switch platforms. Story mentions and replies are also visible, ensuring no customer engagement is missed.

• Instagram Comment Management: Manage and reply to all comments on your clients’ Instagram posts directly from within the platform. You can also view like and comment counts on posts, facilitating better engagement and reputation management.

• Simplified Instagram Account Management: Super Admins can easily connect, disconnect, and reconnect multiple Instagram Business/Creator accounts. The platform will promptly notify you of expired tokens or permission changes, allowing for quick resolution of connectivity issues.

Facebook Page Updates

• Enhanced Facebook Page Integration: This update provides a unified inbox for all Facebook Page conversations and engagements, including Messenger messages, post comments, and likes. Agents can reply, like, or comment directly from the platform, streamlining workflows and improving agent efficiency.

• Centralized Facebook Account Control: Super Admins can connect multiple Facebook Pages and receive alerts for expired tokens, ensuring continuous service and enabling efficient batch management for larger accounts.

WhatsApp Campaigns

• Multichannel campaigns: Agents can now send both Text and WhatsApp campaigns to different users. Use designated creation for each campaign and visualise all in table.

• Filter your campaigns based on the channel and status

UI/UX updates

• Improved dispositions visibility. When assigning dispositions to a channel’s conversations, the user should only see:

  • Dispositions assigned to All Channels

  • Dispositions assigned specifically to the Current Channel

• We have given some components a fresh look for accessibility and hierarchy of information.

• Have a centralized section for reports away from the platform activity.