Better Conversations. Happier Customers.
New Workflow Commands We’ve added a command into Workflows so you can automatically forward a conversation to a 3rd party! We’ve also added another command to Workflows so you can remove an existing tag from a conversation. Caveat: you’ll need to know which tag to remove beforehand. New Autoresponder Features We now allow you to … Continue reading “What You Might’ve Missed #12”
The team has been HARD AT WORK optimizing platform performance for all Reamaze features. Our core focus was on decreasing load times and page refresh times. Most Reamaze users spend the majority of their time on different Reamaze dashboards and conversations so it made sense to squeeze as much performance out of those key junctions as … Continue reading “Reamaze Performance Optimization”
You can now “emoji” your replies! We’ve added an emoji picker to Reamaze to better help you express your moods to customers. Simply look for the smiley face icon next to “Insert KB Article” and “Insert Response Template”. We will be adding the same emoji picker to your knowledge base, response templates, and customer facing … Continue reading “Emoji Picker Now Available”
New Access Control for Roles We’ve added new access controls in Reamaze Roles and Permissions to better help you organize your team. If given the permissions, staff agents will be able to create and edit response templates and also create and edit any existing workflows. If you do not wish certain staff roles to create … Continue reading “What You Might’ve Missed #11”
Happy Monday folks! We’re super excited to announce the latest feature to join the Reamaze platform 🙂 Conversation events tracking! Event tracking is an important aspect of conversation management as it provides managers (and team members) contextual information about the lifecycle of any given conversation. Events also act as audit trails in order to minimize … Continue reading “Conversation Events Tracking”
We’ve updated the much beloved “log-in as” feature to include an ability to bounce back to your previous account with ease. After logging in as another staff agent, a yellow action bar will appear at the top remind you who you’re logged in as, with the ability to return to your account. Go ahead and … Continue reading “Newly Improved “Log-In As””
You can now update your Reamaze contacts’ email identities with a new API endpoint called “Create Identities”. Specifically, you’ll be able to use this API endpoint to manage the emails for your contacts as described here: http://blog.reamaze.com/2016/10/18/customer-email-management/. This is extremely useful is you are already using the Reamaze API to manage contacts and would like an … Continue reading “New Developer API Endpoint (Identities)”
We now support Facebook Private Message Replies on public posts and boosted posts! Traditionally in Facebook, a customer can comment on your post and you can easily send a private message. However, this feature wasn’t available on the Reamaze dashboard. Until now. Here’s an example conversation Daffy Widgets posts a comment on the page wall. … Continue reading “Facebook Private Message Replies”
Staff roles displayed on staff page You now no longer have to click into each staff member to see what role they play on your team. Their specified role is now listed under their name and email! Default channel for outbound messages Send a lot of outbound messages? Tired of always selecting the channel to send … Continue reading “What You Might’ve Missed #10”
In case you didn’t already know, Reamaze filters can be used in combination with each other. For example, you can first click on a channel and then on a sub-filter like “Unresolved” to see all unresolved conversations in that channel. You can also click on a channel first and then on a sub-filter like “Awaiting” … Continue reading “Tags Sub-Filter”
We recently published an article on the faults of traditional name entry practices in modern web apps and services. The concept of first, middle, and last names simply don’t apply to your customers from around the world. While the majority of western customers will have names that fit the mold, customers from South America, Asia, … Continue reading “Only Friendly Names Here.”
Reamaze live chat now supports personal office hours! If you manage a team of live chat agents or are on a team of live chat agents, managing everyone’s office hours can be a bit challenging. Live chat office hours allow you to set your own time and availability. Once you set your chat hours, you’ll … Continue reading “Live Chat Office Hours!”
Last week we announced a brand new integration partnership with ClickSend to bring you SMS/MMS capabilities. This week, we’re adding our second partner to the mix to expand your options when it comes to adding your first SMS/MMS Reamaze channel. We’ve worked closely with Twilio in the past and they were also a gracious contributor … Continue reading “Reamaze and Twilio SMS/MMS!”
Reamaze now supports SMS and MMS conversations via ClickSend! ClickSend is one of our first partners for SMS and MMS support beta and we’re super excited to show you the details. This beta feature is now enabled for your account. To get started, you’ll first need an account with ClickSend. Click here to sign up. … Continue reading “Reamaze and ClickSend SMS/MMS!”
We’re starting off 2017 with a pair of mobile apps for Reamaze! And yes, at the same time! Reamaze for iOS and Android are now both available in their respective app stores 🙂 We promise the app will taste good regardless of which flavor you pick! App Description (Download iOS App Here) Reamaze’s iOS and Android … Continue reading “Psst. Reamaze Mobile Apps!”
Convert Missed Chats Into Conversations We’ve added the ability for you to convert missed live chat conversations into email conversations for follow up. If you have a Reamaze embeddable such as the Shoutbox with a single public email channel, the missed chat conversation will be moved to that channel. If more than one public email … Continue reading “What You Might’ve Missed #9. End of 2016 Edition!”
Your Reamaze knowledge base articles now support keyword stuffing to give your customers better search results and you more power to fine tune search curation. Stuffed keywords won’t actually be displayed to customers on the search result screen but relevant articles will show up for the defined keywords. To add stuffed keywords, simply open any … Continue reading “Keyword Search for Knowledge Base Articles”
We’ve updated your standard staff level filters to include specific status filters for conversations. This gives your staff additional controls to see their assigned conversations living under different states. The 4 major states are unresolved, archived, on-hold (conversations with an active reminder), and auto-resolved. To access these individualized filters, you need to first select a … Continue reading “Individualized Staff Level Filters”
The right rail looks a bit different today! That’s because we’ve introduced quick customer profiles to enhance the way you engage with your customers’ data. In addition to displaying the customer’s avatar, name, and email address, we’ve given you access to the 5 most recent conversations (most recent on top). To quickly access the customer’s … Continue reading “Quick Customer Profile”
Happy Monday! We just released the ability for you to grant (or remove) access to serve specific live chat channels under the “Roles and Permissions” settings page. It’s often necessary to limit certain agents from serving specific channels simply because it’s not relevant to them or they haven’t had enough training yet. To get started, … Continue reading “Permissions for Live Chat Channels”
