Channels
Every channel lands
in one queue.
Email, WhatsApp and calls each come in their own way. Desk turns every one of them into a ticket, with an owner and a clock, in the same list.
One chat, two sides
The customer sees a normal WhatsApp chat. Your team sees a ticket, with an owner, a clock and notes the customer never sees.
Email that never goes quiet
- 1Every email is a ticket. The whole thread comes with it.
- 2Replies stay together. When the customer answers, it lands on the same ticket.
- 3Bounces don't hide. A reply the mail server rejects is flagged, with one click to send it again.
- 4Signatures and templates. Each agent has a signature, and common answers are ready to use.
Calls
A missed call gets an owner
- 1Calls are logged as tickets. With the number and the time.
- 2Someone owns the call back. It sits in the same list as email and WhatsApp, with a clock.
- 3Notes stay with the ticket. What was said, and what happens next.
Desk logs calls on its own today. It does not connect to TelVox Dial automatically yet.
Same rules
Different channels, the same rules
However a ticket arrives, it is handled the same way. Nobody has to learn three different processes.
First reply, next reply and resolution, on every ticket.
One pipeline, whichever channel the ticket came from.
See which channel is busy, and which one is slipping.
FAQ
Straight answers
Email, WhatsApp and calls. Each one becomes a ticket in the same inbox. Web chat and social channels such as Instagram and Facebook Messenger are on the roadmap, not in Desk today.
TelVox Desk