At Tactful AI, we’re on a mission to empower businesses with smarter tools that make customer interactions smoother, faster, and more effective. With our latest update, we’ve introduced new features, enhancements, and fixes to help you deliver exceptional experiences while streamlining your operations.
Here’s everything you need to know:
Empowering Agents to Work Smarter
Unified Inbox Enhancements
We’ve added new tools to the Unified Inbox to make it easier for agents to manage conversations:- Preview Customer Status: Instantly see if a customer is online, enabling faster response times so agents can focus on customers that expect prompt responses.
- Track Pending Conversations: Keep tabs on conversations based on SLA priorities and easily spot unread messages.
- WhatsApp Shortcut: Jump straight to customer WhatsApp chats, saving time and effort.
- Facebook Comments Loader: Manage all post comments with ease, ensuring no customer feedback gets overlooked.
Helping Supervisors & Managers Stay Ahead
CX Studio Notification Flows
Supervisors now have access to real-time notifications for critical events, such as:- Agent status changes (Online, Offline, Ready, Not Ready).
- Group readiness updates to ensure seamless team coordination.
Email Notifications
Reliable communication is key. That’s why we’ve improved email notifications to:- Keep admins updated on invitations, role changes, and subscription updates.
- Ensure seamless onboarding and workspace management.
Reducing Manual Work with Powerful Workflows
Webhook Functionality
Stretch your intelligent automation capabilities with configurable webhooks:
- Set custom triggers to integrate external systems with ease.
- Generate and manage API keys directly within the interface for secure and efficient workflows.
Enhancing the Workspace Experience
Streamlined Navigation
The Workspace Hub has been updated with dedicated tabs for workspace lists and support pages, making navigation more intuitive.
Improved System Reliability
- Resolved missing data in tickets and transaction lists for greater accuracy.
- Optimized system performance by reducing redundant requests, ensuring faster operations.
Delivering on User Feedback
We’ve made changes based on what matters most to you:
- Ability to Prevent Early Conversation Closure per Workgroup: Conversations can no longer be closed before the first response, ensuring proper resolution.
- Notification Service Updates: Removed unnecessary daily email reminders, focusing on timely and relevant notifications.
- Support Ticket Flexibility: Create tickets even for customers without predefined channels, providing greater flexibility.
Boosting Conversation Routing and Case Management
Routing Reliability
Improved conversation routing ensures smoother handling of transfers and retries, reducing friction for agents and customers alike.
Enhanced Clarity
Updated webchat experience to communicate more effectively with customers, setting clearer expectations.
This release is all about empowering your teams and enhancing the customer experience. We’re committed to continuous innovation, and your feedback drives us forward. Stay tuned for more updates as we continue to help you deliver CX excellence.
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