ICE application provides option for visitors to interact with supervisors through Whatsapp. While a visitor initiates a Whatsapp chat from his/her device, a supervisor will receive a usual chat request on the console. However, a supervisor console displays a Whatsapp icon for identification- The right end of the console displays visitor information. This is shown […]
Salesforce integration allows supervisors to store visitor’s records and information during their first time interaction. When the same visitor connects again, the supervisor can retrieve visitor’s information. The salesforce icon is located on supervisor console as shown in the below screen- When an agent clicks on Salesforce icon, the system displays the following option on […]
As the chatbots are configured for the websites, likewise chatbot can also be configured with the Twitter page. The administrator can enable the chatbot for Twitter skill from backend and all the communications with the visitors can be handled by the chatbot firstly. This feature helps to reduce the resource consumption for repetitive questions. To […]
Salesforce integration allows agents to store visitor’s records and information during their first time interaction. When the same visitor connects again with some other agent, s/he can retrieve visitor’s information. The salesforce icon is located on agent console as shown in the below screen- When an agent clicks on Salesforce icon, the system displays the […]
ICE application integrates with Salesforce to store visitor details and information during their first visit. This helps the ICE users to retrieve the information whenever the same visitor connects with an agent next time. All information is stored in Salesforce. ICE Admin has authority to create tables in Salesforce. To create a table, an Admin […]
ICE Application allows admin to clone the existing skill while assigning to an agent. This feature helps admin to avoid creating the same skill every time. To clone a skill, go to Settings>Common>Campaign and the following console appears- Click on any particular campaign to view the skill- Highlighted in the above screen is the skill cloning […]
This feature helps to translate a native language of a visitor to supervisor’s preferred language in real time. In this way, this feature allows the visitors to interact in their preferred languages with agents. When a visitor types in his/her preferred language in visitor console as shown in the below screen The supervisor receives the […]
As the chatbots are configured for the websites, likewise chatbot can also be configured with the Facebook page. The administrator can enable the chatbot for Facebook skill from backend and all the communications with the visitors can be handled by the chatbot firstly. This feature helps to reduce the resource consumption for repetitive questions. To […]
Auto replying on social media platforms is a feature developed for the convenience of the users. Due to the high number of messages coming on from Facebook, the agent might not be able to acknowledge all of them instantly. So, the administrator can enable the auto-reply functionality from the backend and all the posts, Ads, […]
ICE application provides option for visitors to interact with agents through Whatsapp. While a visitor initiates a Whatsapp chat from his/her device, an agent will receive a usual chat request on the console. However, an agent console displays a Whatsapp icon for identification- The console displays visitor’s number instead of visitor’s name as shown in […]