Dstny Engage Unified Inbox allows agents to handle customers’ requests easily via their connected channels through one interface, with the ability to browse and/or add customer info and tickets.
Unified Inbox Capabilities
Agent Status Management
Using Unified Inbox, you can filter conversations to easily find a conversation or track other conversations.
Unified Inbox by Dstny Engage enables you to transfer conversations, so agents can connect customers to other agents.
Unified Inbox, also allows Supervisors to whisper to agents, providing silent support agents to best handle the user. An invaluable training and support feature for supervisors and agents alike.
Adding Notes to Your Team
The Unified Inbox gives you the ability to add notes to your team members, which is a helpful feature for recording recurring issues with multiple customers, and forward them to their associated person/team.
Viewing/Updating User Info
Dstny Engage Unified Inbox allows agent to view and update user information all within the same screen.
Searching/Adding User Tickets
Unified Inbox also gives you the ability to search/add tickets to live conversations.
Sending and Receiving Attachments
Unified Inbox allows you to communicate with your customers not only by texting but also through sending & receiving attachments as an integrated feature.
Replying via FAQs
Lastly, Unified Inbox also has the ability to offer answers to FAQs (frequently asked questions) in order to help agents even more by just clicking quick replies.