Product Updates - Messaging Preview Release
Messaging is now generally available, please reach out to your account director if you would like to enable one of your organisations for Messaging engagements and Conversational AI:
Messaging
- New Dynamics 365 widget for Messaging - Preview Release* (What is Messaging?)
- Modelled around our existing Chat widget for a familiar experience for your agents
- Support for handling asynchronous, resumable conversations from Messaging engagements
- Agent side indicators to differentiate Messaging channels
- Conversation history, Messaging transcripts and metadata stored in Dynamics 365
- Support for Dynamics web client
- Initial support for USD client
- New Messaging engagement type
- Available in Campaign Manager
- Existing Chat campaigns can be simply switched over to Messaging
- Pre & Post Chat survey functionality now handled by Conversation Builder (see below)
- Social Channel Connectors for Messaging
- In addition to Web Messaging, integrate popular 3rd party channels with engagements:
- Twilio SMS
- Facebook Messenger
- Instagram
- WhatsApp Business
- Apple Business Chat
- New dedicated Manager workspace for Messaging Agent Managers/Supervisors
- Actively supervise key metrics in real time like:
- Queue length
- CSAT levels
- Agent utilization/efficiency
- Join conversations, transfer to another skill or close as conversations needed
- Search, filter and view current and previous conversations
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Conversational AI
- Conversation Builder (What is Conversation Builder?)
- Custom Bots:
- Interactive no-code/low-code dialog builder
- Automate interactions with customers and escalate to humans as needed
- Create intelligent pre conversation surveys with results stored in Dynamics
- Track and monitor bots just like any other agent
- Post Conversation Survey Bots:
- Capture survey metrics like NPS, CSAT and FCR with results stored in Dynamics
- Use closed-ended and open-ended questions
- Library of pre-built, industry specific automations available
- 3rd Party Bot support for other vendors
- Intent Manager (What are Intents?)
- Natural Language Understanding
- Understanding and recognise consumer needs using Artificial Intelligence (AI) and Machine Learning (ML)
- Train NLU models to detect and classify Intents live during customer conversations
- Use Intents in Conversation Builder to drive customer experiences:
- Dynamically route to the most effective agent for a given Intent
- Build smart logic and automations based on customer Intent
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* While our Messaging widget and Dynamics integrations are at Preview Release stage, certain features may be limited and some bugs may be encountered. We are interested in your feedback as you perform testing in your environments. Additional support documentation is also being worked on by our teams.
