What's new

Building closer relationships with customers is easier if your customer does not deal with a new agent at every new turn of a conversation. Your customers should talk to a familiar agent - as much as possible. So we want to help you by giving you more control over which agent is offered a conversation. We help you to establish which agent customers recently talked to the most and which they talked to last, so you can optimise your routing.

Today, we start the rollout of the Preferred Agent & Personal Offers feature and it will be available on your account within the coming days.

• Preferred Agent - Route new conversations to the agent that the customer has most talked to recently. 🙋‍♀️
• Personal Offers - Offer new email replies on ongoing email conversations to the agent who wrote the last reply. Also offer follow-up conversations to the agent who marked it as follow-up.  🤝
• Set the limits - If the agent is not available to take the conversation, set a timeout to specify when it will be offered to everyone in the queue. 🤷‍♂️ → 👨‍👨‍👧‍👧