Agent Inbox
Keep workflows manageable with smart inbox management.
Conversations are at the center of attention. No tickets, no numbers.
All questions are routed to the right agent, based on skills and relevancy.
Collaborate easily with colleagues or involve an external supplier.
All available customer data are shown right next to the conversation.
Our inbox doesn't show tickets or numbers. It shows conversations.
In traditional systems questions become tickets, people become numbers.
Mobile Service Cloud empowers agents to put customers first.
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Keep your inbox clean and clear with tagging and snoozing options. Your personal Inbox only shows items that need attention now - the rest is snoozed. Color codes indicate how much time is left to answer, based on SLAs.
Clear overview of all your conversations
Traffic Light color codes indicating time left to answer
Snooze conversations to be reminded later
Put the customer first with the conversational view. This view is split into three vertical panels: one with the conversation with the customer, one with internal conversations to collaborate with colleagues or partners, and one with the Customer Profile. Every data is shown for every channel. Get and keep customers with a channel-agnostic approach.
Full overview of all conversations from all channels
Chat or email to collaborate with internal & external partners
Customer Profile including all data, such as viewed products
With advanced skills-based routing, the customer is automatically connected to the right agent.
You can set routing based on skills, but also on brand, store, or language. Based on the question, an agent is appointed to help. The question appears straight in their personal inbox.
Routing based on:
Skills, topic, or expertise
Language, store, or brand
Availability
Channel
Chat with your website visitors in real-time with Live Chat via Mobile Service Cloud.
Automate conversations with a Scripted Chatbot. Help your customers 24/7.
There is more! Discover all features Mobile Service Cloud offers, such as Statistics, Integrations, or Tagging.
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