Some team inboxes come with an AI assistant. Users can connect it with a knowledge base like public documentation, help center articles, or any internal SOP documents.
Once it’s “fed” with this information it can interact with customers on common inquiries. It can clarify their needs by asking questions before assigning a team or a specific agent to the conversation. Then, the agent taking over will have all the necessary information that the chatbot gathered and they can help the customer right away.
If the AI chatbot doesn’t have enough knowledge or the issue needs human intervention, it’ll hand over the conversation based on your setup.
An example of a conversation between a customer and an AI chatbot.
Improved communication with AI assistance
What if you could use AI to help you provide customers with clear, professional, and easy-to-understand answers? Some team inboxes have an AI assistant in their composer to do exactly that - help you chat more effectively.
Whether you need to simplify a sentence, make it shorter or longer, or even write it better, you can rely on AI for that. You can even use it to translate conversations which is particularly useful if you’re serving vietnam whatsapp phone number customers in different parts of the world.
A menu of AI assistance commands in Rasayel.
Unified customer view with CRM integration
Integrations with CRM systems give support agents detailed information on customer profiles, including past interactions and purchase history, directly within their team inbox. This unified view is crucial for providing context-rich support.
If someone from your team needs to get in touch with a customer, they don’t need to switch between platforms. The integration allows customer support agents to message customers directly from the CRM.
A WhatsApp conversation in HubSpot.
Automated ticketing
Team inboxes can integrate with ticketing systems to automatically create support tickets within customer conversations. This means every customer request is logged and tracked without any extra work.
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