A new configuration option for (custom) fields enables you to add more information to the customer card of each ticket. This lets you see the clients phonenumber, ordernumber, quote reference or any other value, while working on a ticket. Check out this FAQ article to learn how to add any […]
For agents
May 2022 release
Update in progress. We’re happy to bring you a list of new and improved features. Some extra exciting new features for agents working with reviews and SoMe tickets in this release, in addition to finally letting you handle reviews for your mobile apps ✨ For early readers, please note that […]
Customer profile with an extended history of tickets and replies
To give you a better insight into who you’re having a conversation with, we included a new section called “Previous replies”. This section will show you the latest replies and also comments from social media posts that the customer has engaged in. The full historic overview of all your conversations […]
Agents’ chat aliases in summaries sent by email
When Agent aliases are enabled for chat tickets, we changed the logic to include only the alias (instead of the full name of the agent) in email summaries, sent to the client.
Keeping the reply editor sticky at the bottom of the chat screen
Based on a number of client requests, we decided to make the reply field for chat tickets sticky at the bottom of the chat screen. This prevents the need for constant scrolling when you have the need to check out custom field values or other information in the thread while […]
Delete Facebook comments directly from Socialboards
Today, we added the option to delete comments directly from your Socialboards inbox.
Receive customer reactions from Facebook Messenger tickets
This release includes reactions you get on your messages in Facebook Messenger. Small but important improvement.
Sentiment analysis on every single comment in social media posts
Thanks to artificial intelligence, Socialboards can now provide you with important insight into how your customers feel about your brand and specific posts. It also allows for your agents to quickly identify and answer unhappy customers in large threads, to show professionalism to your social audience. Click on a Facebook […]
New smart-filters to handle posts with a large number of comments on Facebook
To make the everyday work of a customer service agent easier, we included a new set of filters to help you spend your time more efficiently. Once a Facebook post turns into a support ticket, we do a quick analysis and look for some key information. This in turn enables […]
Work together to handle large posts on social media using our new “handled” feature
It’s hard to keep a full overview of your customers’ engagement – not only across a large set of different channels but also in posts that contain possibly hundreds of comments. Our new “handled” features make it easier for customer service teams to work together to handle those huge threads. […]