What’s New on Unblu

With the Native WhatsApp Connector, integrating WhatsApp into 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, while your agents continue to manage interactions from the Unblu Agent Desk.

Additionally, agents can proactively initiate conversations with customers by sending template 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 offers customers the ease and familiarity of a channel they know and trust, improving customer experience and enhancing engagement as a result.

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.

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.

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.

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.

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.

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:

1. Highlighting: Temporary and permanent highlighting to emphasize key points.
2. Drawing and Marking: Annotate documents with freehand drawing or markings.
3. Text and Comments: Add text notes and comments directly onto documents.

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.

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.

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:

1. Provide your customers with real-time access to their account balances, enhancing their financial visibility and control.
2. Enable users to easily update personal details, such as addresses and other information, seamlessly within the conversation.
3. Facilitate transactional activities, allowing customers to complete financial operations without leaving the conversation.

Unblu now seamlessly integrates with Azure OpenAI, combining the innovation of OpenAI’s models with the robust security features of Microsoft Azure.

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.

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.

Facilitate seamless communication between advisors and clients with Unblu’s brandable mobile app.

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.

Empower your agents and advisors with swift access to your organization’s knowledge base.

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.

Never miss a beat. Visitors and agents can reply to specific in-thread Unblu messages. Keep on top of parallel conversations without losing context.

Unblu’s out-of-the-box app for Salesforce is published on the AppExchange.

Define your bot’s tone and personality using our Conversational AI Bot Persona feature.

Internet connectivity issues happen, but that doesn’t mean the scheduled meeting or ad-hoc voice or video call should end.