Assign human agents to a chat & Record hybrid meetings both in-person and online – Seasalt.ai Updates (11/12/2024)

Hello Friends of Seasalt.ai,

This is a newsletter from Xuchen Yao , CEO of Seasalt.ai , a product builder who talks to our beloved customers every single day (including weekends).

I decided to write the newsletter myself because I realized it’s equally important to communicate what you wanted back to you. Here we begin –

Response AI (SeaChat) – for your customer service Human agents

>> Try SeaChat

This month, we’re introducing new features in SeaChat's "Live Human Agent" series. Starting with this update, we’re giving you more control in assigning specific agents to conversations.

Lots of customers of SeaChat also have a big human customer service agent team. They wonder how they can assign different human agents to a specific chat.

You can now click on any conversation, select "Assign," and choose a human agent to take over the chat. A status indicator shows who's online and ready to help:

Once assigned, the conversation pane will keep a record of who assigned whom, so no one’s left wondering who took what – transparency for the win!

Agents can also keep track of chats assigned to them with an “Unread Message” counter specifically to them. When a chat is assigned, it appears as an orange counter next to their messages, making it easy to see which chats are priority. So the total unread messages are 2 but 1 was specifically assigned to me in the following picture:

With this feature, the customer success manager can easily track all conversations with their human agents! Additionally, a new filter has been added to help users quickly locate conversations that have been assigned to them. Let’s see whether you can find it. ??

Other miscellaneous but significant updates in the past week include optimized webchat UI for the mobile screens: We improved the appearance of webchat window to ensure webchat fits properly across a wider variety of devices, preventing content from being cut off or misaligned. If you know what I’m talking about – the issue has been addressed; if you don’t notice that everything looks perfect – well, that’s the goal!?

Thanks Dora, Greg and Michael for suggesting these!

Record physical meetings with SeaMeet, the Insights AI

>> Try SeaMeet

Let’s talk SeaMeet! One of your top requests has been to add hybrid recording for both in-person and online meetings. Does the following look familiar to you? (generated by Llama – don’t look into the details as Halloween has already passed)?

This hybrid mode is currently in beta, and we’re rolling it out throughout November.?

Thanks for reading this far with the teaser above, and I’ll catch you next week with more and updates!

Xuchen Yao

CEO, Seasalt.ai

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