What You Might’ve Missed

February 24, 2017

New Access Control for Roles We’ve added new access controls in Reamaze Roles and Permissions to better help you organize your team. If given the permissions, staff agents will be able to create and edit response templates and also create and edit any existing workflows. If you do not wish certain staff roles to create … Continue reading “What You Might’ve Missed”

Conversation Events Tracking

February 20, 2017

Happy Monday folks! We’re super excited to announce the latest feature to join the Reamaze platform Conversation events tracking! Event tracking is an important aspect of conversation management as it provides managers (and team members) contextual information about the lifecycle of any given conversation. Events also act as audit trails in order to minimize the … Continue reading “Conversation Events Tracking”

Newly Improved “Log-In As”

February 14, 2017

We’ve updated the much beloved “log-in as” feature to include an ability to bounce back to your previous account with ease. After logging in as another staff agent, a yellow action bar will appear at the top remind you who you’re logged in as, with the ability to return to your account. Go ahead and … Continue reading “Newly Improved “Log-In As””

New Developer API Endpoint (Identities)

February 13, 2017

You can now update your Reamaze contacts’ email identities with a new API endpoint called “Create Identities”. Specifically, you’ll be able to use this API endpoint to manage the emails for your contacts as described here: http://blog.reamaze.com/2016/10/18/customer-email-management/. This is extremely useful is you are already using the Reamaze API to manage contacts and would like an … Continue reading “New Developer API Endpoint (Identities)”

Facebook Private Message Replies

February 10, 2017

We now support Facebook Private Message Replies on public posts and boosted posts! Traditionally in Facebook, a customer can comment on your post and you can easily send a private message. However, this feature wasn’t available on the Reamaze dashboard. Until now. Here’s an example conversation Daffy Widgets posts a comment on the page wall. … Continue reading “Facebook Private Message Replies”

What You Might’ve Missed

February 7, 2017

Staff roles displayed on staff page You now no longer have to click into each staff member to see what role they play on your team. Their specified role is now listed under their name and email! Default channel for outbound messages Send a lot of outbound messages? Tired of always selecting the channel to send … Continue reading “What You Might’ve Missed”

Tags Sub-Filter

February 2, 2017

In case you didn’t already know, Reamaze filters can be used in combination with each other. For example, you can first click on a channel and then on a sub-filter like “Unresolved” to see all unresolved conversations in that channel. You can also click on a channel first and then on a sub-filter like “Awaiting” … Continue reading “Tags Sub-Filter”

Only Friendly Names Here.

January 24, 2017

We recently published an article on the faults of traditional name entry practices in modern web apps and services. The concept of first, middle, and last names simply don’t apply to your customers from around the world. While the majority of western customers will have names that fit the mold, customers from South America, Asia, … Continue reading “Only Friendly Names Here.”

Live Chat Office Hours!

January 19, 2017

Reamaze live chat now supports personal office hours! If you manage a team of live chat agents or are on a team of live chat agents, managing everyone’s office hours can be a bit challenging. Live chat office hours allow you to set your own time and availability. Once you set your chat hours, you’ll … Continue reading “Live Chat Office Hours!”

Reamaze and Twilio SMS/MMS!

January 13, 2017

Last week we announced a brand new integration partnership with ClickSend to bring you SMS/MMS capabilities. This week, we’re adding our second partner to the mix to expand your options when it comes to adding your first SMS/MMS Reamaze channel. We’ve worked closely with Twilio in the past and they were also a gracious contributor … Continue reading “Reamaze and Twilio SMS/MMS!”