Switchboard has a chat window of its own, where your team can talk to an agent, try it on your cases and see what it does before it goes on the phone. A chat window for your website is on the way, but it isn't live yet.
Chat in Switchboard
An agent that changes cases needs trying out somewhere safe. Chat is where your team does that.
The agent you chat to is the one that answers your phone, with the same rules and the same tools. What it does here is what it will do on a call.
It finds, checks, reads and updates SwiftCase cases in chat just as it does on the phone, so you see exactly what it would change before a customer ever rings.
Adjust its instructions in Switchboard, start a new chat and see the difference straight away. No test calls, no waiting for the phone to ring.
On the way
The next step is a chat window your customers can open on your own site, with the same agent and the same tools as your phone line. It isn't live yet. If your customers would rather type than ring, tell us what you'd want it to do and we'll show you where it's got to.
Use Cases
Ask it the questions your callers ask before you switch the number over, and fix what it gets wrong while nobody's listening.
Tightened what it's allowed to say? Chat to it and push on the edges before the change meets a customer.
Ask it to open a test case and check the new workflow's details come out where they should.
Let the desk see what the agent will do with a case before it starts taking calls on their behalf.
We'll open a chat with an agent set up for your kind of work and let you ask it what your customers ask.
