Acquire CX at Mac App Store analyse

Overview • On the Dashboard: 
 ◦ View and chat with all pending, active, and online visitors in real time.
 ◦ Talk to multiple visitors at once.
 ◦ Get notified when visitors and customers want to chat with you.
 ◦ Provide customer support from virtually anywhere.
 • Unified View: See cross-channel communications from emails, messages, and even SMS in a unified conversation thread.
 • Audio and Video Calls: Connect with your customers via audio and video calls. 
 • Customer Profile: Easily view and edit customer profiles during live chats to offer customers proactive and tailored support. 
 • Shortcuts: You now have the ability to use shortcuts which means faster replies to customer queries.
 • Emojis: Make conversations more engaging by expressing your emotions through emojis.
 • Feedback: Collect visitor feedback by using forms to gauge performance.
 • Webhooks: Fetch relevant information in real time.
 • Notes: Provide context to other agents by tagging them and adding notes to conversations for internal collaboration to resolve issues quickly.
 • Email & SMS: View email and SMS messages in a unified conversation thread.
 • Ask for Visitor Details: Ask visitors for contact details and other information during a live chat session.
 • Contact Tags: Add tags to your visitor for grouping or identification purposes.
 • Filter: Narrow down conversations based on criteria such as inboxes, channels, departments, and phone numbers.
 • Push Notifications: Receive an instant notification when invited or transferred to a new case, invited to a new chat message, mentioned in a note, or when snooze time elapses.
 • Transfer Chat: Instantly transfer a chat to the right department or agent to provide better service to the visitor or an accurate response to their requests.
 • Social Media Share Links: Invite social media users and others to a chat, audio call, or video call with social media share links. Social media links are easy to share and customizable.
 • Switch Account: Seamlessly shift from one account ID to the other when you have multiple accounts with the same email address.
 • Agent Online/Offline Status: View and update your online or offline status right from the comfort of your mobile device with a drop down selection.  Experience temporary privacy by setting your status to ‘Offline’. This will pause all in-app notifications, hide your pending chats tab, and display your status to other agents and visitors. 
 • Agent Profile: Manage your agent profile by editing your contact information such as full name, country name, state, contact numbers, and timezone details on the go.
 • Shortcut Settings: Create shortcuts with basic formatting. Define shortcuts from your Settings.
 • Archive Conversation: Quickly move your low priority or less important conversations to an archived list to access it at a later point in time. 
 • Close Conversation: Quickly end your conversation with the visitor. When it’s time to rejoin the conversation, simply add a message to reactivate it. 
 • Delete Conversation: Remove any conversation that’s no longer needed. 
 • Tag Conversation: Create and add new tags relevant to your conversations with your customer.
 • Mail Transcript: Send the conversation transcript to one or more recipients via email.
 • Close Threads: Bulk close your Active, Pending statuses conversations in a single click.