Kustomer Tech Recap: Enhancements to Queues and Routing, Workflows, and More

Our engineering and product teams have been busy launching new features, improving integrations, and making your top requests a reality. Here are the highlights of what we’ve added to Kustomer over the past few weeks:

Platform
  • Restylized the Queues and Routing user toolbar to better fit the platform.
  • Ensured that when Queues and Routing is active, unassigned snoozed conversations will not be routed until the snoozed status has elapsed.
  • Added ability for workflows to use SLA breaches as triggers, providing immediate and automated escalation.
  • Added ability to deactivate and reactivate Shortcuts.
  • Enhanced business rules capabilities to recognize a search that contains parts of an organization’s email domain.
  • Updated the look and feel of our Login page.
  • Added ability to adjust the relative heights of the agent’s Inbox and Recently Viewed Items in the left-hand side panel.
  • Ensured proper sync of conversation count between individual customer and company timelines.
  • Improved support for default language variants (e.g., US English and UK English or Standard French and Canadian French).
  • Added ability to quickly clear date fields on the insights panel by X’ing them out.
  • Created new type-to-filter ability when selecting the default language in Conversation settings.
  • Improved agent icon display in search results.
  • Made it easier for users to merge customer records by surfacing suggestions based on existing customer information.
Channels
  • Improved support of chat for Internet Explorer 11
  • Streamlined chat assistant prompts to render and display as part of the regular flow of messages within the Conversation view.

 

Doug Jarvis is the Director of Product Marketing at Kustomer.