Send and Receive Attachments in Care

March 12, 2018

Sending and receiving attachments has now been made possible. If you would like more information, please refer to the Attach Files section in the Care Desktop

Supported Features in Care

February 22, 2018

With Care, you will now be able to modify the workspace for your users, escalate chats to video, and configure how many tasks you would like in Care. Integrated reporting can also be used to measure the performance of your business as well as customer feedback. The overview of care is a good place to start for more information.

Chat with Video

February 22, 2018

Using the Care desktop, you are now able to initiate a video call from an existing chat session in the desktop application. Please refer to the Care Service Settings page for more information.

Routing Type

February 22, 2018

The way a user is presented with tasks can now be configured according to their preferences. It is assumed that the routing type will be Pick by default. Assigning tasks to users is either done automatically or through the use of a queue where tasks are listed. In order to learn more about Care Service Settings, please refer to the following link.

Notification on Spark Care Desktop

February 22, 2018

With Care desktop, you can receive task notifications including audio alerts when there is a new task that needs to be completed.

Customer Virtual Assistants with Dialogflow Integration

February 22, 2018

Using a Customer Virtual Assistant, customer chat requests are answered in an automated manner by a virtual assistant. Customer Virtual Assistants are configured to respond to customer requests from a dialog flow agent, and the responses are then mapped to the intents configured for the Customer Virtual Assistants, which are then mapped to Dialogflow agents for the responses to the customer’s requests.

For more information, see Customer Virtual Assistant and Create a Customer Virtual Assistant for more information on how the Customer Virtual Assistant escalates a customer’s request to an agent if the assistant cannot resolve the customer’s issue.