4
1.3.1
Vancouver
Communicate with your customers on the channel they use and love. Improve engagement rates and increase customer satisfaction. By being more customer-centric in your communications, you can improve NPS by 40%.
Interact with your customer over the channels they love. Use SMS, WhatsApp or RCS to reach them and experience increased satisfaction and retention.
How can you use SMS, Voice, WhatsApp and RCS?
- Include SMS, Voice, WhatsApp or RCS channels to communicate your support ticket status.
- Ask your customers about the channel most suitable for them to interact with you.
- Deliver the ticket status message over their preferred channel. For example, if the ticket status is done or resolved, your agent can send a WhatsApp message to inform your customer to continue with service usage.
- Check their satisfaction with provided service by sending a survey over WhatsApp
Are your customers interested in other channels like Viber or Telegram? Let us know, and we will add it to our offering.
Initial release
- Send SMS from Incident
- Send WhatsApp from Incident
November 2021 release
- Send SMS, WhatsApp and RCS from Case
- Send RCS from Incident
December 2022 Release
- Removed old support page and custom table
- Added simplified support page
February 2023 Release
- Send Voice message from Incident
- Send Voice message from Workflow
- Check message report from Workflow
April 2023 Release
- Updated numbers syncing for voice numbers
September 2023 Release
- update purchased number sync
October 2023 Release
- support Vancouver
- support for collecting DTMF codes in a workflow from a voice call activity
November 2023 Release
- support for inbound SMS messages in a workflow ( capture sms responses )
- minor bugfixes
May 2024 Release
- voice dtmf bugfix
Notify plugin
Orchestration plugin