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Get to know all the updates and new features of our products and count on the support of our expert technicians to take advantage of their full potential.
Contact center available in Arabic
All texts on the Inconnect platform are available in Arabic.
- We are expanding to Arabic-speaking markets.
Transfer of agents to an inactive bot
When an agent's inactivity is detected, you can:
· Transfer to a bot.
· Repaste the interaction, finish, transfer, or reassign.
- Ensure customer support in case of inactivity.
Add contacts to a non-existent batch
When you assign contacts to a batch that doesn't exist, it is created. If it already exists, the contacts are simply inserted into it. This allows you to pass on all contacts and their data without limitations.
- Improves usability for setting up campaigns with batch calls.
Interaction with native WhatsApp flows
Inconnect allows you to integrate native WhatsApp Business Account (WABA) flows, designed to complete processes in a user-friendly manner. WhatsApp Flows can be launched from Inconnect in the following ways:
· From the bots in the “Send and Wait” activity
· Since the use of HSM in Batches.
· When sending template messages from the agent.
Inconnect collects the information resulting from a WhatsApp Flow and, if there are sensitive data (such as bank details), these are passed through Meta and not through Inconcert.
- It enriches user history or automates processes, integrating data collected by WhatsApp flows.
- It saves time and simplifies the user experience.
Dialogue Router: dialogue router in cognitive services
It allows you to create a model of defined intentions for bots to detect user intent. Once created and published, the model can be used from the flow designer with the “Dialogue Router” and “Send and Wait” activities.
- Creation of a model to detect the user's intention to make a reservation.
- Cut back on Insmartbot training, going from at least 33 examples to work properly to just 2 or 3.
Copilot: email support with AI
The agent can generate automated responses or use predefined templates, which are nourished by the knowledge base. There are two configuration options: Automatic generation of a draft response: allows you to open an email from a customer and have an AI-generated response prepared. On-demand drafting button: allows the AI to write the response to the customer on the spot.
If a customer asks about the return policy of products, the AI can draft an answer based on information in the knowledge base.
It improves agent productivity by optimizing the email response process.
Viewing connected agents
Supervisors can view the number of connected agents and the statistics of previous days.
It increases the visibility of contact center activity in real time.
Phone validator: choose phone format
You can customize the phone format that is displayed, both globally and by agent. For example, if they include country prefixes, if +0 or 00 is used...
Avoid errors due to incorrect numbers saved. It improves the usability of the platform by allowing the format of the numbers to be validated and standardized.
Bot transfers from Webchat and WhatsApp
Agents can transfer conversations to a bot on WhatsApp and Webchat channels, not just by voice. In reports, you can view the interaction time in this type of bot in detail from “Tpo”. Insmartbot and Agent”.
It saves agents' time, making them available for new tasks by transferring the conversation to the bot.