Reply directly from the IM channel during specific blueprint transitions
Agents can respond to a ticket through an IM channel right from within the Blueprint. For instance, if a customer submits a request via WhatsApp, the agent can send a reply through the same channel during a transition.
Help document and availability
Sending IM replies within a blueprint transition | Professional and above
Businesses can set the maximum number of tickets that an agent can manage at a time by setting department and agent thresholds.
Help document and availability
Agent-specific threshold within round robin | Professional and above
Use macros to move tickets under a specific department and layout
Agents can move tickets to appropriate departments and specific layouts via macros to ensure it is handed to the right team. This is particularly useful for transferring tickets based on the issue type or complexity and organizing them in a way that aligns with departmental workflows.
For instance, when a sales representative identifies that an inquiry requires attention from the property management department, they can use a macro to move the ticket to the appropriate department and assign it to a specific layout, such as "Maintenance." Admins can maintain control over the ticket routing process and ensure accuracy when agents transfer tickets to the correct department and layout.
Help document and availability
Moving tickets to a specific department and layout | Professional and above
Provide intelligent responses using Answer Bot
Zia Answer Bot provides instant answers by leveraging the knowledge base resources. It enables agents and customers to find relevant information quickly without sifting through multiple articles. The bot can respond to common queries like "How do I take a printout of my ticket?" or "What is your refund policy?" by referring to relevant knowledge base articles. Moreover, Zia can respond in 13 different languages to ensure a wider reach and better user experience across diverse linguistic audiences. The bot can also be trained on the knowledge base articles to improve its accuracy and effectiveness.
Help document and availability
AI-based self-service with Answer Bot | Enterprise
Several improvements have been made to Zia’s GPT integration to improve the accuracy and versatility.
Help document and availability
Zia Powered by GPT | Standard and above
Writer is a powerful online word processor, designed for collaborative work.