2023 Release Notes Release Date: September 5th, 2023 New – Microsoft Dynamics 365 Integration Integration The CommBox integration enables agents to seamlessly use the powerful Microsoft Dynamics 365 to manage day-to-day sales and service interactions with their customers

Button Image Address - Upload an image that will replace the feature’s button on your mobile device. Alternate button text - The personalized text that appears when hovering over the channel button. Activate Button shake - The purpose of the button shake

Overview By utilizing this module, companies can automatically send an optional survey to be filled out by the customers. Use the Customer Satisfaction Surveys to gain valuable feedback about your customers' experiences. You can send customized surveys from all your

Send and assign to me - Selected by the agent when initiating communication in Compose . Conversation Assign – An agent can select themselves or others as the agents for a conversation. Agent in charge – An agent is added to the customer

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Overview CommBox allows clients to create and manage users directly from their Identity Provider (IdP) of choice, such as Microsoft Entra ID (Azure). Any new users (agents or teams) added to the IdP will automatically be reflected in the CommBox

2024 Release Notes Release Date: February 6th, 2024 Introducing – The Era AI Assistant AI CommBox Era is our new AI module that focuses on communication soft skills, assisting agents in producing consistent, targeted, and error-free responses that improve

Overview Inbox filters filter conversations based on assignment state and related statuses. Besides the Teams page, inbox filters can be managed at the Organization Settings page in the sidebar settings menu. To learn more about how the Teams assets operate

Overview CommBox clients who use Zendesk can seamlessly migrate customer information directly from the CommBox inbox. Agents can open Zendesk tickets with ease and update their content at any time. To comply with Zendesk’s enhanced security standards, clients must

Click the pencil icon opposite the security role heading to add or delete roles. Save changes. Stage IV: CommBox Platform Configuration Activation of this integration happens both at the general settings level as well as direct activation for each

the conversation will be assigned to the agent who responded to the conversation if Assign Responses to me has been selected. If the answer is on the condition of Time Duration before being reassigned back to the Agent (in

Overview Audit Trail Logs provide a detailed chronological record of the activities within the organization, which plays a critical role in security and compliance events. The audit log enables admins to review the actions performed by organization members and identify

Overview The Business Hours module enables businesses to create different business hours settings that can be used interchangeably in the different communication channels as desired, while being managed and created in one centralized location.   When the business is off hours

1. How can I add a Customer Satisfaction Survey for customers? 1. Click on the Settings icon in the lower right-hand corner. 2. On the Agent Workspace home page, there is a tab named Channels on the vertical scrolling

Overview CommBox’s Voice Chat module is one of the communications channels developed in-house to provide an additional platform to provide its customers with an extra layer to expand its reach to serve their end customers better. To set

June 2023 Release Notes Release Date: June 6th, 2023 New – Salesforce Integration Integration The Salesforce/CommBox integration enables users to seamlessly use Salesforce’s powerful CRM to manage day-to-day sales and service interactions while managing the communication

initiates a communication, the sending agent can choose to be assigned all resulting conversations. The agent will receive prioritization when those communications come in.   c. Direct Link Using the database details, a unique link containing details of the agent who

Overview Telegram is an app used for content sharing and encrypted messaging/online chat and funds transferring/payments. The CommBox’s Telegram module enables the management of all incoming Telegram conversations directly and seamlessly. This guide covers general information about

Select the bot that will run when the customers reply to the message that was sent to them. Manual handover options - This allows multiple selections of scripts that will be displayed in the assignment’s menu when the agent

Numeric Data from AI Providers – Specify the maximum number of digits allowed for numeric data before it is uploaded to AI providers. Any number that exceeds this limit will be fully masked with asterisks (*) prior to the upload. For example