•On the Dashboard:
◦ View and chat with all pending, active, and online visitors, now in real time.
◦ Talk to multiple visitors at once.
◦ Get notified when visitors and customers want to chat with you.
◦ Provide customer support from virtually anywhere.
•Unified view: See cross-channel communications from emails, messages, and even SMS in a unified
conversation thread.
•Audio and Video calls: Connect with your customers via audio and video calls from the app or have
your visitors connect with you from the widget.
•Join Call: Agents can initiate a video call from the desktop and then join the same call from a
mobile device, creating a seamless experience when interacting with a customer.
•Customer Profile: Easily view and edit profiles during live chats to offer customers proactive and
tailored support.
•Shortcuts: You now have the ability to use shortcuts which means faster replies to customer queries.
•Emojis: Make conversations more engaging by expressing your emotions through emojis.
•Feedback: Collect visitor feedback using feedback forms to gauge performance.
•Webhooks: Fetch relevant information in real-time.
•Notes: Resolve issues quickly by tagging agents and adding context through internal-only messaging.
•Email & SMS: View email and SMS messages in a unified conversation thread.
•Ask for Visitor Details: Ask visitors for contact details and other information during a live chat session.
•Snooze Contact: Put conversations on hold to account for company breaks and holidays.
•Block Contact: Block any email address or phone number.
•Contact Tags: Add tags to your visitor for grouping or identification.
•Filter: Narrow down conversations with different criteria via inboxes, channels, departments, and phone
numbers.
•Access Controls: Create admin or operator specific permissions for messenger, audio calls, video calls,
blocked contacts, and SMS.
•Push Notifications: Receive an instant notification when invited or transferred to a new case, invited to
a new chat message, mentioned on a note, or when snooze time elapses.
•Transfer Chat: Instantly transfer a chat to the right department or agent to provide better
service to the visitor and accurate responses to their requests.
•Social Media Share Links: Invite social media users and others to a chat, audio call, or video
call with customizable links.
•Shortcuts Settings: Create basic shortcut formatting and define shortcuts from Settings.
•Reload Conversation: View and refresh conversations to see the latest message in case of
delay related to internet connectivity issues.
•Archive Conversation: Quickly move your low priority or less important conversations to an
archived list to access it at a later point in time.
•Close Conversation: Quickly end your conversation with the visitor. When it’s time to rejoin
the conversation, simply add a message to reactivate it.
•Delete Conversation: Remove any conversation that’s no longer needed.
Tag Conversation: Create and add new tags relevant to your conversations from Agent Home.

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