Customer Data In Sync

CRM + Agent Workflow Enhancements

Several updates are included in this release to make it easier for agents to update customer information in your CRM or ticketing system all from the agent desktop.

• Modify attributes of CRM Contact associated with a conversation from the Agent Desktop. These changes reflect automatically in the CRM.

• Change the CRM Contact associated with a conversation. You can change it to another CRM contact, or create a new contact.

• Skip associating CRM contacts or Helpdesk cases for conversations with those who are not recognized as your customers.

• Search your CRM contacts using the customer’s name - when associating a contact to a conversation, or when changing the auto-identified CRM contact.

Agent Desktop version 0.4.0

This feature was included in v0.4.0 released on 20 April 2022.

Bug Fixes

• Issue where an error occurred while adding certain external caller-IDs

Questions?

If you have ANY questions about how best to implement live chat or about the technical bits, contact your sales rep or customer success team directly. They're the qualified experts to get it sorted and have you up and running in no time.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo