Deputy Management Enhancements
October 10, 2024
When an advisor is away or offline, clients can now seamlessly add a deputy advisor to the same conversation. This ensures that clients don’t experience delays, as the deputy advisor is immediately looped into the discussion with full context of the client’s request. The primary advisor remains updated, preserving continuity without compromising operational efficiency. Key highlights include:
- Optimal client experience: Clients are offered with the option to continue their conversation without waiting for their primary advisor to return.
- Inbox instead of Queue: Deputies receive the conversation directly in their Unblu Advisor Desk Inbox, eliminating the need for separate queue monitoring.
- Improved flexibility: This feature allows uninterrupted, long-running conversations, giving both clients and advisors the flexibility to continue the ongoing conversation when the primary advisor is temporarily unavailable.
Out-of-the-box WhatsApp and SMS Connector
September 2, 2024
With the native connectors, enabling WhatsApp and SMS channels in your Unblu environment has never been easier. No middleware or custom development is required – just a seamless connection that empowers your organization to engage customers through one of the world’s most popular messaging platforms.
This integration allows your customers to communicate directly via WhatsApp or SMS, while your agents continue to manage interactions from the Unblu Agent Desk.
Additionally, agents can proactively initiate conversations with customers by sending template WhatsApp messages. These could be used to promote services, deliver product updates, or invite customers to engage with an agent for more personalized support.
Communicating via WhatsApp and SMS offers customers the ease and familiarity of a channel they know and trust, improving customer experience and enhancing engagement as a result.
Queue Status UI
august 9, 2024
Customer requests matter, and keeping them informed is key to maintaining engagement. With the new Queue Status UI, you can now provide real-time updates to customers about their connection status with an agent. This feature displays either the approximate wait time or their current position in the queue, offering transparency and reassurance during high-traffic periods.
By giving customers clear expectations, the Queue Status UI reduces abandonment rates and boosts customer satisfaction. When customers know they’re in line and are informed about the wait time, they are more likely to remain engaged and wait for service, which ensures a positive customer experience.
Advisor Unavailable Indicator
July 18, 2024
For ongoing, in-depth conversations between advisors and clients – such as those involving digital sales, investment proposals, or complex issue resolution – keeping clients informed is crucial. With the new Advisor Unavailable Indicator, clients will now be clearly notified when an advisor is temporarily unavailable, helping to prevent unnecessary wait times.
This new indicator features prominently in the client interface, and serves in addition to the existing online status indicator next to the advisor’s profile. Advisors can also personalize their “away” message, providing context or expected return times to further manage client expectations.
This enhancement ensures smoother communication during long, detailed conversations. It also helps maintain client satisfaction by reducing uncertainty and providing clear updates on advisor availability.
Notes in Customer Profiles
June 20, 2024
Empower your agents and advisors to better manage customer relationships through the new Note section within the customer profile. This feature allows agents to record key details about customer interactions, requests, or preferences, facilitating seamless internal communication across teams.
By leveraging this tool, agents can deliver a more personalized and efficient service. For example, when a customer reaches out to follow up on a previous inquiry, the assigned agent can instantly access the relevant notes – saving time and eliminating the need for repetitive questions. This not only improves the customer experience but also boosts the confidence and efficiency of your support team.
Each note is timestamped and tagged with the agent’s name, so your team will always know when the last update was made and by whom. This ensures that everyone is up-to-date with the most current information, fostering a collaborative environment that drives customer satisfaction.
Additionally, Unblu can be integrated with your CRM solution to synchronize these notes, maintaining a single source of truth across platforms and ensuring the continuity of customer information.
Video and voice call enhancements
May 27, 2024
The Video & Voice function now has an improved interface. The collaboration space has been completely revamped with a new view that merges with the call in progress. We have also added features such as improved pinning, background image replacement, and support for different layouts.
With the addition of Picture in Picture (PiP) mode, you can ensure that agents or advisors can always see the caller even when they navigate away from the main screen. For example, if they launch the screen sharing capabilities, the video call – including all call controls – will remain as a small, moveable window for easy access at all times.
Managing customer profiles and using labels for segmentation
May 20, 2024
Agents and advisors can easily create and manage customer profiles inside Unblu, with the option to connect or update external messenger contacts, which offers them a more complete view of the context and history of each customer. Not only can agents and advisors create several threads with the customer, but all previous interactions are visible to those with access to ensure a consistent experience.
The most versatile feature when managing profiles is labelling for segmenting customers, such as labelling customers with high upsell potential to offer more personalized services.
Additionally, with labels, we can define which customers are visible to which agents or advisors. For example, in a wealth context, conversations between a client and a relationship manager could contain private information that cannot be shared with the staff in the support team.
Collaborate and sign document during co-browsing
May 13, 2024
Unblu Spark 8 introduces major enhancements to our document collaboration capabilities, including an out-of-the-box signature tool during co-browsing.
Agents and customers can now utilize advanced collaboration tools, such as:
- Highlighting: Temporary and permanent highlighting to emphasize key points.
- Drawing and Marking: Annotate documents with freehand drawing or markings.
- Text and Comments: Add text notes and comments directly onto documents.
All updated documents can be saved into the conversation or downloaded for local use. These features support all common document types, including Microsoft Office documents and PDFs.
With our built-in digital signature, users can create signatures and apply them to documents during a document collaboration session. For customers who have logged into the banking platform, when single sign-on is in place, we automatically retain shared data such as timestamps for improved signature authenticity.
Unblu brings Unblu Spark to IBM Cloud for Financial Services
May 2, 2024
Today we are proud to announce that Unblu is available on IBM Cloud for Financial Services. With Unblu Spark on IBM Cloud for Financial Services, we are dedicated to helping financial services organizations drive transformation and create meaningful customer interactions.
Unblu Spark 8 is here!
April 23, 2024
We’re excited to introduce the latest update to our digital engagement platform: Unblu Spark 8!
This release marks a significant step forward in enhancing the way your teams interact with customers, providing a more seamless and authentic experience, with new functionalities such as customer-centric view, outbound messaging, third-party messaging connectors, document collaboration, and enhanced UX for video and voice calls.
Interact with back-end services using the Bot Actions API
January 18, 2024
The Bot Actions API enables your customers to initiate actions within external systems directly through conversations in Unblu. When interacting with the Unblu bot, customers can now effortlessly initiate transactions or trigger processes within their banking platform, CRM system, and other solutions. For example:
- Provide your customers with real-time access to their account balances, enhancing their financial visibility and control.
- Enable users to easily update personal details, such as addresses and other information, seamlessly within the conversation.
- Facilitate transactional activities, allowing customers to complete financial operations without leaving the conversation.
Unblu Conversational AI offering on Microsoft Azure OpenAI
December 7, 2023
Unblu now seamlessly integrates with Azure OpenAI, combining the innovation of OpenAI’s models with the robust security features of Microsoft Azure.
Schedule Unblu Conversations with your preferred calendar provider
NOVEMBER 30, 2023
In addition to our Outlook calendar integration, organizations leveraging Google Workspace can now benefit from our Google Calendar add-on to streamline the meeting scheduling process. This out-of-the-box integration empowers advisors to schedule Unblu conversations directly from Google Calendar.
Trigger workflows and actions in other platforms using the Unblu custom action API
NOVEMBER 8, 2023
Our custom action API is designed to effortlessly initiate workflows and execute actions directly from Unblu across key platforms, such as CRM, core banking systems, and e-signature solutions.
Brandable agent mobile app
NOVEMBER 8, 2023
Facilitate seamless communication between advisors and clients with Unblu’s brandable mobile app.
Integrate Unblu into MS Teams for agents and advisors
NOVEMBER 1, 2023
You can now integrate the Unblu agent desk into MS teams. Do your agents prefer MS Teams? Retain the familiar interface for internal and customer communications – with the added power of Unblu.
Maximize Live Chat efficiency with our agent Bot Sidekick
OCTOBER 25, 2023
Empower your agents and advisors with swift access to your organization’s knowledge base.
File Upload Interceptor API
OCTOBER 18, 2023
The new file upload interceptor API builds on Unblu’s track record of proactive security measures. Used alongside our existing message interceptor, you can perform virus scanning and other security checks to protect the system and users from potential harmful files.
Reply to a message in-thread
OCTOBER 11, 2023
Never miss a beat. Visitors and agents can reply to specific in-thread Unblu messages. Keep on top of parallel conversations without losing context.
Integrate Unblu into Salesforce to augment calls and chats
OCTOBER 4, 2023
Unblu’s out-of-the-box app for Salesforce is published on the AppExchange.
Using different bot personas to provide a more humanized service
SEPTEMBER 27, 2023
Define your bot’s tone and personality using our Conversational AI Bot Persona feature.
Join conversations using phone numbers with our SIP Dial-In
SEPTEMBER 27, 2023
Internet connectivity issues happen, but that doesn’t mean the scheduled meeting or ad-hoc voice or video call should end.