1. Operations Console
2. Case Board
3. Intelligent Alerts
Monitor cases in real time, spot cases that need attention and fix problems before it is too late.
Quickly identify cases that are about to miss SLA has negative sentiments, customer has been severely impacted or requesting escalation
Never duplicate efforts with your peers, acknowledge a case to signal that you’ve got it handled.
Share the case and customer sentiment to anyone within the organization (even to those who don't have access to the ticketing system)
Invite subject matter experts, sales and customer success team members to provide additional customer context and resolve issues quickly. Annotate case data and start an internal conversation thread.
Add internal case notes for support engineers or send messages to your customers directly without having to context switch.
Track case backlog by sentiment score, attention score, case age, last response and myriad of other signals
Supercharge your backlog management by providing you custom lists based on case sentiment, urgency, and signals such as escalations.
You can access case data and the entire case history with just one click from any one of the lists.
Create custom case lists, you can leverage any one your existing case fields or the signals extracted by NLP
Increase your visibility and get intelligent notifications on cases that are high to be escalated, new incoming requests, and track critical cases.
Leverage the power of NLP to get notified in real-time when the customer is unhappy, or the case is escalated the customer is undergoing a critical event.
Configure the alerts to your heart's content with quick drag and drop functionality. Create personal alerts that notifies only you or system wide alerts for a wider audience.
Receive alerts in real-time via Slack, MS Teams or email.
Receive API callback when an alert event is triggered. Add custom payload to include additional case details. Integrate the API to any one of your internal applications.