Sobot Omnichannel Suite Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

As reported in 15 Sobot Omnichannel Suite reviews. Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Integrates with other customer service software to improve support and enhance functionality

Provides analytics tools that reveal important business metrics and track progress

Displays important metrics relating to performance

Allows business to edit conversations to meet the unique needs of one's business.

Gives users the ability to update systems, like CRM, based on conversations.

Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.

Provide tools for live chat on one's website. 15 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. This feature was mentioned in 15 Sobot Omnichannel Suite reviews.

Has the ability to customize look and feel of chatbot to match` company branding. 15 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

As reported in 15 Sobot Omnichannel Suite reviews. Gives user the ability to analyze conversations with the chatbot and see its performance.

Based on 15 Sobot Omnichannel Suite reviews. Allows users to test the efficacy of various responses through A/B testing.

As reported in 15 Sobot Omnichannel Suite reviews. Allows for varying access to chatbot and admin settings, depending on user, their role, etc.

As reported in 15 Sobot Omnichannel Suite reviews. Can collect and store information from interlocators, such as email, phone number, etc.

Allows inflow of requests through various digital channels such as email, social media, etc.

Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow.

Allows distribution of incoming calls to agents.

Allows users to request a call back.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Allows automatic distribution of incoming calls to the agents.

User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Offers tools for managing and tracking service-level agreements (SLAs)

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Make and receive calls directly in the application. Track and record calls for analysis.

Provides a repository of information that can be used by those seeking support. 10 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Based on 10 Sobot Omnichannel Suite reviews. Makes articles in the knowledge base searchable on the web.

As reported in 10 Sobot Omnichannel Suite reviews. Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices 10 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

As reported in 10 Sobot Omnichannel Suite reviews. Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 10 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

As reported in 10 Sobot Omnichannel Suite reviews. Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences 10 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

As reported in 10 Sobot Omnichannel Suite reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Based on 11 Sobot Omnichannel Suite reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

As reported in 11 Sobot Omnichannel Suite reviews. Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients. This feature was mentioned in 11 Sobot Omnichannel Suite reviews.

Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 11 Sobot Omnichannel Suite reviews.

Based on 11 Sobot Omnichannel Suite reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Allows users to customize chat colors, text, logos, and branding. 15 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Archives conversations in a separate location for later reference. 11 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

As reported in 11 Sobot Omnichannel Suite reviews. Enables employees to denote potential customers.

Based on 11 Sobot Omnichannel Suite reviews. Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner. 11 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Allows for the creation of profiles for contacts and customers. 11 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat.

Connects employees with customers through a social media solution.

Ability to connect agents with customers through email.

Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution.

Conversations enacted over social media.

Conversations enacted through embedding or pop-ups on websites.

Conversations enacted through text message (SMS).

Conversations enacted through voice assistants.

Conversations enacted through other channels.

Software incorporates multiple digital communications channels.

Allows incorporation of inbound contacts from non-marketing channels.

Includes physical media (mail, flyers, billboards, etc.) in the channels mix.

Provides voice call functionality. This feature was mentioned in 12 Sobot Omnichannel Suite reviews.

As reported in 12 Sobot Omnichannel Suite reviews. Provides an interface for one or more social media channels.

Based on 12 Sobot Omnichannel Suite reviews. Includes or integrates with live chat initiaited from the company's web site.

Based on 12 Sobot Omnichannel Suite reviews. Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails. This feature was mentioned in 12 Sobot Omnichannel Suite reviews.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Uses LLMs to generate dynamic responses within defined boundaries and business-safe content rules.

Maintains context across user turns in a single session to provide coherent, relevant responses.

Understands varied user phrasing and infers intent without relying solely on keywords or scripts.

Supports building conversational flows using predefined paths, rules, and decision trees.

Provides fallback messages or guidance when the bot cannot understand or fulfill a query.

Mapped-out responses for conversations.

Artificial intelligence (AI) and chatbot involvement.

Live human component of conversations.

Quality of interface for designing and customizing conversation maps.

Overall quality of customer targeting based on needs or situations.

Creation and modification of customer profiles based on conversations.

Reporting based around specific and overall conversation results.

Capture and organization of leads from conversations.

Success rate of conversations leading to customer purchases.

Offers a chatbot to initiate and carryout inital conversations with prospects and leads.

Automatically calculates which leads are the most likely to become a customer.

Automatically contacts all leads.

Utilizes natural language processing to set up meetings.

Manage sales opportunities through their lifecycle from lead to order. Track stages, values, and probabilities of close. Manage sales pipelines by individual sales rep, team, region, and company-wide.

Automates the entry of collected data.

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications.

Provides real-time coaching to sales representatives.

Tracks and analyzes sales representative performance.

Measure return on investment and leverage data to predict profitability of future projects.

Enables projection of sales revenue, based on historical sales data, analysis of market surveys and trends, and salespersons' estimates.

Allows planning and deployment of an overall communications strategy.

Includes or integrates with content creation apps.

Outbound communications are segmented and personalized.

Inbound contacts are identified and handled based on history.

Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

As reported in 12 Sobot Omnichannel Suite reviews. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

As reported in 12 Sobot Omnichannel Suite reviews. Callers can be routed to a queue or placed on hold until an agent becomes available.

Place a large or unlimited volume of calls simultaneously without diminishing the call quality. 12 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Provides some level of analytics based on keywords and vocal tones. This feature was mentioned in 12 Sobot Omnichannel Suite reviews.

As reported in 12 Sobot Omnichannel Suite reviews. Has auto dialing or predictive dialing functions for outbound use.

Includes an interactive phone menu. 12 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Populates CSR's screen with available customer data. This feature was mentioned in 12 Sobot Omnichannel Suite reviews.

Maintains and shares information across channels and agents as the case progresses. This feature was mentioned in 12 Sobot Omnichannel Suite reviews.

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. 12 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. 12 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 12 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. This feature was mentioned in 12 Sobot Omnichannel Suite reviews.

Based on 12 Sobot Omnichannel Suite reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Provides API access to connect with proprietary business systems or internal data sources.

Offers embeddable widgets or SDKs for integration into websites, apps, or third-party tools.

Allows non-developers to configure and design chatbot flows via visual or no-code interfaces.

Empowers developers to intuitively integrate cloud communications functionality for their applications.

Grants high speed API calls for fast communications.

Enables a wide variety of communication types such as SMS, voice, video, etc.

Provides clear, effective documentation for API integrations.

Provides public user forums for support questions and help.

Connects users with professional support teams to troubleshoot and finetune integrations.

Provides personalized responses to interlocator based on segmentation or past responses.

Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.

Can have a natural, human-like conversation with an interlocator.

As reported in 16 Sobot Omnichannel Suite reviews. Customize your chat workflows with rules and automations.

Control who the chatbot converses with (and when). This feature was mentioned in 15 Sobot Omnichannel Suite reviews.

As reported in 16 Sobot Omnichannel Suite reviews. Has the ability to connect interlocator with a human agent when the need arises.

Can provide interlocators with menus, through which they can choose a relevant response. 16 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. This feature was mentioned in 16 Sobot Omnichannel Suite reviews.

Based on 11 Sobot Omnichannel Suite reviews. Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers. This feature was mentioned in 10 Sobot Omnichannel Suite reviews.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 11 Sobot Omnichannel Suite reviews.

As reported in 11 Sobot Omnichannel Suite reviews. Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before. This feature was mentioned in 11 Sobot Omnichannel Suite reviews.

Provides features for escalating conversations to the appropriate agent. This feature was mentioned in 11 Sobot Omnichannel Suite reviews.

Maintains a transcript of conversations from all channels. This feature was mentioned in 11 Sobot Omnichannel Suite reviews.

Enables customers to resolve queries or issues without the assistance of an agent. 11 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Ability to send reminders via SMS messaging to a mobile device

Ability to send proactive notifications via email

Ability to send reminders via voice messaging

Ability to support a two way messaging/conversation between customer and customer support agent

Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages

Provides the ability to automate notifications based on user behavior

Ability to segment audiences based on device type, location, demographics, customer behavior, etc.

Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software)

Allow managers/supervisors to monitor calls for quality assurance purposes.

Allows managers/supervisors to evaluate the performance of agents.

Is able to process inquiries submitted by text data from live chat, email, or SMS

Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

The platform is able to automatically determine how to resolve help tickets without assistance by human agents

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence

When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to

Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses

Multilingual capabilities allow the AI to process inquiries from many languages

The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Ensures consistent performance, delivering reliable outputs based on user prompts.

Implements stringent measures to protect user data and ensure privacy.

Shows adeptness in comprehending and responding to complex or multi-part queries.

Facilitates natural and human-like conversations, delivering engaging interaction experiences.

Demonstrates a sophisticated understanding of both written and spoken user commands.

Exhibits proficiency in maintaining and utilizing context throughout a conversation.

Offers a high degree of customization to meet individual user or business requirements.

Features robust learning mechanisms, improving responses over time based on past user interactions.

Showcases the ability to recognize, correct, and learn from its own mistakes.

Displays creativity in generating diverse, interesting, and contextually relevant responses.

Produces content that is accurate, factually correct, and relevant to the user's query.

Evaluates the chatbot's ability to provide flexible APIs for custom integrations and functionality expansions.

Regularly receives updates that contribute to continuous improvement of the product.

Assesses the chatbot's ability to function seamlessly across various platforms and devices.

Seamlessly integrates with other platforms or software systems, enhancing overall utility.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

As reported in 12 Sobot Omnichannel Suite reviews. Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary. This feature was mentioned in 12 Sobot Omnichannel Suite reviews.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Simulates human-like speech from text inputs. 10 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Allows users to generate text based on a text prompt. 10 reviewers of Sobot Omnichannel Suite have provided feedback on this feature.

Based on 10 Sobot Omnichannel Suite reviews. Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate the process of generating and qualifying sales leads.

Allows users to automate the handling, processing, and management of documents.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows users to establish automated workflows and triggers to deliver transactional WhatsApp messages and notifications

Enables users to send mass WhatsApp marketing campaigns

Facilitates two-way WhatsApp messaging to encourage subscriber engagement and loyalty

Offers features for personalizing WhatsApp messages based on customer information or past behavior

Allow users to share promotions with subscribers via WhatsApp

Provides automated WhatsApp message replies to recipients

Deliver tailored promotions to specific audience segments

Facilitates the integration of WhatsApp messaging into existing business applications through WhatsApp Business API

Allow customers to browse, discover, research, purchase, and complete payment in real-time

Provides analytics on opt-ins, open and delivery rates, and click-throughs

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Helps in understanding different accents, dialects, and speech patterns.

Helps to generate human-like speech responses.

Provides customizable speech speed and intonation.

Provides multiple voice options like gender, tone and style.

Allows communications to be secure and authenticated.

Aids in syncing with multiple devices.

Allow Gen AI powered chatbots to provide intelligent responses and tailored product recommendations.

Trigger messages based on specific customer actions such as personalized messages, promotions or cart abandonment.

Use Agentic AI to deliver superior customer engagement through human-like conversations.

Allow users to use voice assistants, such as Alexa, Google Assistant, and Siri to shop using voice commands.

Enable users to engage in communication apps such WhatsApp, Facebook Messenger, Instagram, WeChat etc.

Allow integration with e-commerce stores to import products, manage inventory and get order notifications.

Add conversational commerce functionality across various sales channels and customer touchpoints.

Integrate with payment platform for accepting payments from the chat interface

Integrate with CRM, POS or any marketing marketing tools for sending discounts, offers, recommendations and personalized campaigns.

Provide insights into customer behavior, sales trends, and chatbot performance.

Track KPIs like customer satisfaction, conversion rates, and overall sales driven by conversational channels.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Enables tuning or updating chatbot behavior based on user feedback or admin input (non-live learning).

Includes safeguards to restrict inappropriate responses and ensure compliant language use.