Beesender Chat Master for Creatio
Bestsellers
Advanced omnichannel chats functionality for Creatio provides a dedicated agent workspace with advanced chat tools, integrating seamlessly with 19 communication channels.
Overview
Product overview
Product description
Beesender Chat Master for Creatio provides a dedicated agent workspace within Creatio, offering specialized tools and features to enhance communication and streamline workflows across 19 integrated channels.
Use cases:
- For e-commerce businesses where a significant part of customer interaction happens through chat, Beesender Chat Master can be utilized to collect and analyze these interactions. This helps to understand common customer issues, monitor agent performance, and identify areas of improvement. The chat analytics can be used for training customer service agents and improving the overall quality of service.
- In tech support companies providing assistance via chat, Beesender Chat Master ensures efficient distribution of customer queries. The chat distribution can be configured based on the agent's skills, expertise, and current workload, ensuring that customer queries are handled by the most suitable agent. This leads to improved resolution times and increased customer satisfaction.
- For financial services companies dealing with complex customer queries, Beesender Chat Master allows agents to launch automated workflows in response to customer inquiries. This can be particularly useful for handling frequently asked questions or common requests, freeing up agents to handle more complex queries and enhancing customer service efficiency.
- In call centers where chat and voice support are both utilized, Beesender Chat Master can facilitate seamless transfer of customer interactions between chat and voice channels. This helps to ensure that customers receive timely and appropriate assistance based on their preferences and the complexity of their queries. The ability to easily transfer between channels can significantly enhance the customer experience and streamline operations in the call center.
Key features:
- Dynamically assigning chats to relevant agents or agent groups
- Transferring chats from one agent to another agent or group of agents
- Notifying agents of new chats in four ways
- Creating a new contact, lead, and/or case during a chat
- Launching business processes during a chat
- Automatically saving customer's social media accounts obtained through instant messenger to the communication channels detail in the contact's page
- Initiating a new chat from a contact page in the Creatio interface
- Resuming a closed chat (re-opening the chat)
- Identifying authorized users communicating through the website widget
- Receiving images and files from customers when communicating in instant messengers and saving links to the chat detail in Creatio
- Answering quickly through "quick answers" templates
- Searching by full text for the relevant template
- Sending files to the customer through the company's FTP server
- Sending articles from the knowledge base to the customer
- Displaying related contacts, leads, and cases on the chat page
- Saving all communication history to the chat page
- Storing all chats on the contact page
- Assigning the category of the request upon closing the chat for future segmentation
- Generating code for connecting the widget to the website
- "Peeping" on the customer typing in the website widget
- Analyzing chats and operators
Notes:
Additional options:
- Hybrid Dialogs "Chatbot - Agent - Chatbot" (requires Beesender Bot Master license).
Communication channels:
- Website live chat;
- WhatsApp Business API (with the option to choose any WABA-service provider);
- Instagram Direct;
- Facebook;
- Facebook Messenger;
- Facebook Workplace;
- Microsoft Teams;
- Twitter;
- Skype;
- Viber;
- Viber Sessions;
- Telegram;
- WeChat;
- Line;
- Mobile applications (API);
- Customer portal live chat
- SMS;
Data security backed by Azure.
Key Features
Transfer chat to another agent or group
Forward active chats to a colleague or department with one click.
Quick replies and template search
Use pre-defined answers and full-text search to reply faster.
Assign categories and subcategories on closure
Categorize each conversation on closure for future segmentation and analytics
Chat summary by Creatio AI
When a chat ends, Creatio’s AI auto-generates a summary, saved in the chat record and shown in the agent’s workspace
Create leads and cases directly from chat
Relevant fields are pre-filled using information from the chat
Pricing
Monthly
Annual
Standard
$
30.00 user / month
billed annually
Description (Formatted)
Full access to the agent chat workspace inside Creatio. Unlimited number of connected communication channels.
Terms and Conditions
By installing this product you agree to terms and conditions outlined in the license agreement.
Pricing FAQ
How does pricing work?
What currencies are accepted for payment?
Do the listed prices include taxes or discounts?
Does the listed price include the cost of the Creatio Platform plan?
Support
Support is available for this application
Support is provided by the developer within the “Basic”, “Business” and “Premium“ packages. Detailed information about the support packages and the support terms can be found on the Creatio website.
Installation
Resources
Data sharing
- By installing or downloading the App, you confirm that you agree with sharing your account data (name, email, phone, company and country) with the App Developer as their End User.
- The App Developer will process your data under their privacy policy.
Versions
Versions history
Version
Compatibility
Release date
3.5
8.2.3 and up
3.4
8.1.4 and up
Release summary
-
The agent’s workspace is now available in the CTI panel.
-
Redesigned agent workspace elements to align with Creatio styles.
-
Added localization for Arabic.
-
Chat initiation is now available through communication tools in the contact card.
-
Simplified the initial setup process for chats.
-
Added the ability to display contact information or related objects in the top section of the chat window.
3.3.2
8.1.0 and up
Release summary
Application compatible with Creatio version 8.1.3.
3.3.1
8.1.0 and up
Release summary
Fixed an issue with webhooks.
3.3
8.1.0 and up
Release summary
Localization:
- Polish and Hebrew Support: Beesender now supports localization in Polish and Hebrew.
User Interface Enhancements:
- New Buttons and Functionalities: Implementation of interface improvements in Freedom UI.
- Message Status Display: The communication panel now shows message status for Viber, Twilio, Instagram Direct, Facebook Messenger, and Widget.
- Scroll Button: Added for easier navigation to the end of messages.
- Chat Closing Button: A close chat button has been added to the chat tab.
- Show All Button: Added for chat message details.
Data Management and Analysis:
- New Filters, Metrics, and Graphs: Enhanced data analysis capabilities in the "Summary" section.
- Improved Chat Management: Better management of operator pauses and chat distributions across categories and channels.
- Chat Pause Feature: Ability to pause chats to prevent assignment to operators.
Communication Features:
- Message Resending: Option to resend a message encountering sending errors.
- Contact Binding: Saving messenger photos to contact cards if no image was previously associated.
- SMS Channel: A new SMS communication channel has been added, enhancing direct text message interactions with customers across various networks.
Configuration and Customization:
- Enhanced Chat Setup Wizard: Improved token management for streamlined setup.
- API Key Authentication: Enhanced security for API key-based authorization.
System Stability and Optimization:
- System Load Optimization: Reduced excessive system load.
- Auto-Opening Page Issue Resolved: Fixed problems with auto-opening pages.
3.3
8.1.0 and up
Release summary
Localization:
- Polish and Hebrew Support: Beesender now supports localization in Polish and Hebrew.
User Interface Enhancements:
- New Buttons and Functionalities: Implementation of interface improvements in Freedom UI.
- Message Status Display: The communication panel now shows message status for Viber, Twilio, Instagram Direct, Facebook Messenger, and Widget.
- Scroll Button: Added for easier navigation to the end of messages.
- Chat Closing Button: A close chat button has been added to the chat tab.
- Show All Button: Added for chat message details.
Data Management and Analysis:
- New Filters, Metrics, and Graphs: Enhanced data analysis capabilities in the "Summary" section.
- Improved Chat Management: Better management of operator pauses and chat distributions across categories and channels.
- Chat Pause Feature: Ability to pause chats to prevent assignment to operators.
Communication Features:
- Message Resending: Option to resend a message encountering sending errors.
- Contact Binding: Saving messenger photos to contact cards if no image was previously associated.
- SMS Channel: A new SMS communication channel has been added, enhancing direct text message interactions with customers across various networks.
Configuration and Customization:
- Enhanced Chat Setup Wizard: Improved token management for streamlined setup.
- API Key Authentication: Enhanced security for API key-based authorization.
System Stability and Optimization:
- System Load Optimization: Reduced excessive system load.
- Auto-Opening Page Issue Resolved: Fixed problems with auto-opening pages.
3.1
Release summary
- New channel added: Instagram Comments
- Localization added for Ukrainian language
- Beesender token request is now available directly within Creatio
- Delivery and read status for Viber, WhatsApp (Twilio), Instagram Direct, Facebook Messenger, and Widget channels are now available
- Troubleshooting message now displayed when synchronization errors occur
- Quick filters added for date and agent in the Chats section.
2.6
Release summary
New channel - Instagram Direct
2.5
Release summary
Vkontakte and Odnoklassniki channels were removed.
Manual app installation
- Open the needed app → the Packages tab - download the Markeplace app files.
- Click in the top right → Application Hub
- Click New application. This opens a window.
- Select Install from file and click Select in the window that opens.
- Click Select file on the page of the Marketplace App Installation Wizard and specify the app file path.
1. Beesender Chat Master for Creatio Cloud/On-site
2. Beesender Server for Creatio Cloud – 20,000 USD/year*
Your private instance of the Beesender Universal Cloud Connector to protect chats’ traffic from third-party threats and to increase system resiliency and chat speed.
*Requires mandatory Premium technical support plan
3. Beesender Server for Creatio On-prem – 12,000 USD/year*
Your private instance of the Beesender Universal Cloud Connector to protect chats’ traffic from third-party threats and to increase system resiliency and chat speed.
*Requires mandatory Premium technical support plan