Product updates

Agent Desktop

Customer Data Before Transfer

Crucial step added to the Agent workflow prior to transferring a customer conversation.

June 7, 2022

Agent Desktop Console

Agent Status

Small update on Agent Status for routing and reporting.

May 19, 2022

Agent Desktop

Pivot From Chat to Voice

Sometimes it is best to just "pick up the phone." Agents can quickly and easily switch from chat to phone call within the chat thread.

April 26, 2022

Agent Desktop Integrations

Customer Data In Sync

Enhancements for updating customer contact info.

April 20, 2022

Agent Desktop

No Integration Necessary

Agents can handle conversations without connection to a customer data system (CRM, ticketing, order management system, etc.).

April 13, 2022

Agent Desktop Integrations

Contacto + Salesforce Users

This update tags the Contacto agent on the Salesforce Task. And, we fixed a few issues.

March 22, 2022

Agent Desktop Console

Call Transfers

Transfers are an essential piece of the telephony puzzle. In Contacto you can quickly and easily transfer the customer to the right agent or team.

March 15, 2022

Agent Desktop

New Features: Outbound Calling

Outbound calling isn't sexy, but it is a core component to your contact center capabilities. Leverage this feature for more complex customer journey automations available soon.

March 3, 2022

Agent Desktop Console Integrations

New Integration: Zendesk

Zendesk and Contacto enables your business to use your existing ticketing system while simplifying customer service workflows with Contacto's unified, single-page agent desktop.

February 3, 2022

Agent Desktop

New channel: Chat

Chat is here! Live agent chat on your website doesn't have to be difficult. Contacto makes it easy to simplify, modernize, and grow your customer service channels.

January 12, 2022