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To improve your Omnichannel experience we have enhanced the ticket details page and made a few changes to the agent interface. These changes will enable agents to do more with fewer clicks.
Enhancements to the Omnichannel experience :
1. Agents can use the ‘Reply via’ option to select the channel through which the reply should go out.
2. The ‘Source’ of every reply/note will be shown to identify and reply via the respective channel.
3. View ‘history of conversations’ across channels in the same ticket which gives better context on why and when the customer reached out and what information was provided by the agent.
4. Along with traditional channels like e-mail, chat, and voice, we are also looking to expand to new channels such as WhatsApp, Apple Business Chat and other custom sources.
5. The agents can find the preferred channel of the customer using AI. The system will show the most frequent channels via which the customer has reached out.
Enhancements for better readability :
1. Removal of non-essential space, improved page formatting and font play:
2. Differentiating customer responses from agent responses:
3. Reducing redundancy of information and redesigning the apps pane:
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