Omnichannel

• Web widget
• Messaging channels WhatsApp, Facebook Messenger, Instagram, Google's Business Messenger, LINE
• Email

Self-Service

• Customer portal
• Knowledge base
• Chatbots

Conversational Engagement

• Unified agent inbox
• Conversation switch
• Proactive support journeys and campaigns

Ticketing

• Agent collision detection
• Custom agent status

Administrator Capabilities

• Collaboration - Threads and tasks
• Customizable contact, conversation and ticket properties

Contacts and Account Management

• Customer 360 - Contact events tracking and lifecycle

Dashboard and Analytics

• APIs - Report extraction, conversations, tickets
• Reports - Curated and custom
• Standard real-time dashboard

Security and Privacy

• Role-based access control
• Single sign-on

Omnichannel

• Bring your own channel (BYOC)
• Bring your own telephony (BYOT)

Self-Service

• Multilingual knowledge base
• Article versioning
• Full portal customization
• Community forums

Conversational Engagement

• Multilingual conversations

Ticketing

• Ticket templates
• Canned forms
• Dynamic ticket fields (sections)
• Advanced custom fields

Contacts and Account Management

• User targeting

Administrator Capabilities

• Multilingual CSAT
• Business hours - Global, multiple, group specific
• Assignment - Intelliassign, round robin, and load balanced
• Multiple SLA policies
• Parent-child ticketing
• Dynamic email notifications
• Multiple products
• Collaborators
• Custom objects

Dashboard and Analytics

• Custom real-time dashboards
• Agent availability dashboard

Self-Service

• Approval workflow
• Flexible knowledge base hierarchy

Ticketing

• Agent shifts
• Out of office scheduler

Administrator Capabilities

• Sandbox for ticketing
• Audit logs
• Skill based assignment

Dashboard and Analytics

• Custom object analytics

Security and Privacy

• JWT authentication
• Allowed domains
• IP whitelisting
• HIPAA
• PCI compliance