We are thrilled to introduce the new Live Chat feature in BoldDesk, crafted to elevate your customer support and deliver real-time assistance to your clients. This powerful tool allows you to manage live chat interactions seamlessly within BoldDesk, enhancing your support process and significantly reducing response times. Learn More

Key features: 

• Real-time chat support: 
  
  Effortlessly integrate live chat support into your website to provide immediate responses to customer inquiries, boosting satisfaction and enhancing their overall experience. 

• Customizable live chat widget: 
  
  Embed a fully customizable chat widget that aligns perfectly with your website's design, ensuring a seamless and consistent user experience. 

• Omnichannel support: 
  
  Expand your support capabilities by offering assistance across multiple channels, including live chat and popular social media platforms like Facebook and WhatsApp. Meet your customers where they are most comfortable 

• Convert conversations to tickets: 
  
  Easily convert live chat conversations into support tickets for better tracking and resolution, guaranteeing that every customer query is addressed promptly. 

• Send chat transcripts via email:  
  
  Provide your customers with chat transcripts via email for their records, offering a complete history of their interactions. 

• Automatic email replies for offline customers: 
  
  If a customer goes offline before receiving a reply, their response is automatically sent via email, ensuring continuous support without any interruptions. 

• Message delivery and read receipts: 
  
  Enhance communication transparency with delivery receipts for customers and read receipts for agents, ensuring everyone is on the same page. 

• Analyzing customer page visits prior to chat interactions:  
  
  Gain valuable insights by tracking the pages your customers visited before initiating a chat, allowing you to offer more informed and personalized support. 

Enabling the Chat Feature

To enable the chat module in the agent portal, navigate to Admin > Configuration > General, then select the Features tab and turn on Chat.

Integration 

WhatsApp integration

We’re excited to announce the integration of BoldDesk with WhatsApp, that brings a new level of convenience and efficiency to your customer support operations. With this integration, you can now manage customer inquiries directly from WhatsApp, streamlining communication and ensuring faster response times. Learn More

Key features:  

• Every incoming WhatsApp message to your Business account initiates a chat in BoldDesk. 

• Seamlessly exchange texts, images, videos, documents, and other multimedia content with customers. 

• Streamline your support process with group-based assignment for WhatsApp messages. 

• Add multiple business phone numbers to the WhatsApp helpdesk integration. 

Facebook Messenger integration

We are thrilled to introduce the integration of BoldDesk with Facebook Messenger, enabling you to manage customer interactions from one of the world’s most popular messaging platforms directly within BoldDesk. This integration simplifies your support process, making it easier to provide timely and effective customer service. Learn More

Key features: 

• Convert Facebook messages to chat conversations:  
  
  Automatically create a helpdesk conversation whenever a customer initiates a chat or sends a private message on your Facebook page. 

• Centralized communication: 
   
  Empower your support agents to reply to customer messages directly through BoldDesk, eliminating the need to switch between platforms. This ensures faster response times and a smoother customer experience. 

• Multimedia sharing:  
  
  Go beyond text with photos, videos, audios and documents. Experience a more engaging way to connect with support agents.  

Facebook comments integration

We are introducing the new BoldDesk integration with Facebook Post Comments, designed to elevate your social media customer support. This integration allows you to manage and respond to comments on your Facebook posts directly within BoldDesk, ensuring that you never miss an opportunity to engage with your audience. 

Key features: 

• Convert Facebook comments to chat conversations:  
  
  Automatically create helpdesk conversation whenever a customer initiates a chat or sends a private message on your Facebook page. 

• Multimedia sharing:  
  
  Go beyond text with photos, videos, audios and documents. Experience a more engaging way to connect with support agents. 

• Keyword based filtering: 
  
  You can restrict comments from being converted into chat conversations based on specific keywords. This way, a conversation will only be created if the specified keywords are present in the Facebook comments.

Marketplace app integration

The marketplace applications are now integrated into the chat module. Below is a list of the supported applications. 

1. Custom App 

2. Salesforce

3. Hubspot 

4. Mailchimp 

Reports

Support Monitoring and Support Traffic Dashboard

A new chat tab has been added to the monitoring and traffic dashboard to track chat-related metrics.

Mobile app

Stay Connected On-The-Go: Chat Available on Mobile! 

Our new Chat Module for mobile lets you manage all customer interactions—whether via chat, social media seamlessly in one app. 

This new feature will enable agents to handle conversations effortlessly and stay connected wherever they go. 

Play store: BoldDesk - Apps on Google Play

App store : ‎BoldDesk on the App Store (apple.com)