Streamline engagement across the customer experience continuum.
Chat Management Tools
What are Lines?
- Lines help you organize chats into designated topics or departments
- Direct Lines are each team member’s Personal Line where chats can be initiated or transferred to directly
What are Hosts?
- Assign members of your team as Hosts to view Line chats as a team
- Hosts can handle the assignment of incoming chats on a Line they are assigned to
- Seamlessly collaborate with your team for complex inquiries by inviting them into chat sessions on-the-fly
- Save chat context in one place using chat transfer for painless customer hand-offs
- Avoid agent collision and inbox confusion by monitoring chat statuses to prioritize urgent interactions
- Track how engagements are going and transfer chats to the right person for the right tasks
Reports & Analytics
- Track team chat usage and make data-driven decisions
- Identify optimization opportunities and enhance workflow efficiency with a detailed reports dashboard
Auto-Messages & Response Topics
- Never miss any leads with 24/7
Auto-Attendants on standby
- Use our preset auto-topics and greetings to route customers to the right person or provide quick access to resources
- Apply auto-routing rules and logics with our custom bot builders
- Identify the meaning of client inquiries and offer relevant, tailored messages as responses
- Input a list of words and phrases to train a bot to detect client intentions using AI, machine learning, and natural language processing
- Initiate Zoom calls on-demand without leaving Chatnels
- Bring all your tools into one centralized hub with the help of our technical experts