Conversations

Conversation Notes

Add, share, or upload notes to the conversation, this allows you to display some information or instructions related to the conversation. Can be text, or even files!

Add Attachments

The ability to include various forms of media such as photos, documents, audio files, and more, within conversations is available to enhance communication.

Transfer Conversations

Agents can transfer a conversation session to other agents, teammates, or managers, when a customer needs extra help with an issue, or to make room for new requests.

After Call Notes & Tags

Taking call notes and adding tags to calls allows agents to remember the small details of their client, and thus create more personalized experience.

Agent Analytics

The Agent analytics provides agents with quick insights into agent's performance, so each agent can track all essential metrics such as tickets handled, first reply time, resolution time, agent workload, and more etc in one quick glance.

Conservation Status

The conversation can be in a New, Open or resolved state. Welcome to a whole new level of team engagement!

Messaging Distribution(AMD)

If an agent does not respond to a message within a certain timeframe, It will be automatically routed to another available agent based on certain predefined distribution and skills.

Call & Conversation Tagging

Call tagging can help you to lead leakage. You can keep track of important calls and contacts by tagging them properly. Meanwhile, Conversation taggin allows agents to put various labels on conversations with clients and let others know anything thet like to share.

Calls & Messages Notification

When an incoming call comes in or a new WhatsApp received, ZIWO will automatically alert agents with a notification to instantly know who is calling or texting.

Customer Profile

Customer profile provides access to all customer-related information, including contact details. It can help agents access important customer information in real-time.

View Shared Files

Agents can quickly retrieve shared files with customers, eliminating unnecessary delays and preventing customers from having to repeat themselves.

Conversation History & Overview

View the entire or a summery of the conversation with customers. It can include information such as the date, time, and duration of each interaction, as well as the communication channel used (voice, whatsapp).

Multiple Channels, One License

By using ZIWO Conversations, you will have one single platform for calls and WhatsApp, so you can simplify your communication setup! This means less hassle and fewer costs associated with managing multiple systems.

Pay for What You Need!

ZIWO offers the flexibility to adjust your resources according to demand, allowing you to easily scale up or down the number of agents without incurring costs for unnecessary features or staff.