REVE Chat V4.2.0

Tickets Due Date and Priority

Due date and priority has been added which was previously not there. Now businesses can add due date and priority which makes tickets tracking, prioritization and follow up easier.

Introducing Team Chat

In REVE chat, admins & agents can chat internally among them with our all new Team Chat feature. It is a continuous chat with among agents / admins to keep the experience of IM. What’s more; you can chat with yourself to save things up for further usage, references.

Empowering Admins with Chat Transfer Option

Now admins can transfer agent’s ongoing chats which was only available for the agent (who is doing the chat). We received multiple requests from clients that sometime due to the agent unresponsiveness or unavailability customers do not get timely support. This new feature empowers admins address the issue and ensure timely and proper support.

Ticket Information Architecture

Ticket is now a central part of the support and will be in the same inbox panel along with Live Chat. Since ticketing is an augmentation of the live chat and Chatbot support, keeping it in one place would allow businesses to manage things more easily and efficiently. Besides, keeping it is a single place can increase the adoption of ticket significantly for being in the same space.

Ticketing UI/UX Change

We have brought a few important UI/UX changes to make the overall user experience better than before, some of the mentionable tweaks include but not limited to:

• Making the internal information architecture better: we have reduced down the total number of Menu by going with a tab based approach. All of the tickets of one category like Your Tickets is kept in one folder and categorized in different tabs. This makes the navigation UX way easier.
• Table Structure Update: the table UI/UX is improved with some important corrections.
• Read/Unread identification by Color/Shade: now unread tickets can be distinguished by shades. It will make it easier to identify the unread/unattended tickets.
• Quick Ticket Escalation & Management: Now Ticket status, assignee, priority, due date all can be changed directly from the ticket table, saving a lot of time and effort. Previously one has to go inside the tickets first to change anything related to that ticket.

WhatsApp Campaign Optimization

Previously, if one contact exists more than once (can happen if the customer came from two channels with same number, or business manually uploads the contact detail where one contact is present twice/multiple) then the campaign was getting sent multiple times to the same number. Now with the latest release one campaign will go to one unique contact only once regardless of their redundancies.