Customer texts to your existing business telephone number from their normal message app.
Reply from Conversations on any web-connected device, or forward the message to a different team member to reply. View message history between company and customer.
Empower your Call Center Agents with the tools to respond to large volumes of text-based inquiries.
Forward and reply via your email account when you are away from the application.
Engage in multiple concurrent Conversation sessions.
You don’t have to be in the application to receive Conversations. Set your profile to automatically forward them your email account. Reply using email, and the platform converts it back to a text for the customer.
Allows agents to take new conversations in the queue. Transfer Conversations between agents, groups, departments, claim ownership of a conversation. Visibility to unassigned Conversations.
Flexible configuration to support multiple groups, teams, departments, units, locations and functional areas.
Administrators and Managers can view all agent activity. Tailor it to your needs with customizable agent groupings.
Create and reuse canned responses. Built-in spell checker and character counter. Set auto-responses during after-hours.
Many customers prefer texting to any other two way communication method.
It is more discreet than a phone conversation, making it the ideal form for communicating when you don't want to be overheard.
It is often less time-consuming to send a text message than to make a phone call or send an e-mail.
Create next-generation text experiences using advanced natural language processing. Start the conversation with a simulated Agent, and when needed, seamlessly continue the conversation with a live Agent.
Maintains message history and threaded conversations. You can setup filters to create custom views in the Message Center. The team can share a message inbox and transfer messages to other agents. Share internal notes, and insert your pre-written responses for quick replies to messages.
“Aerialink’s Conversations solution has given us the ability to quickly activate a new contact channel for our existing and potential customers – a channel that customers have quickly started to adopt. The service gives us the ability to respond to text messages sent to our text-enabled business phone numbers. We strive to make contacting us a simple experience and Conversations has helped us continue to do just that. Plus, the Conversations service is easy to use and even easier to administer.”
Contact Center Dir.
Clark Pest Control