I like the interface, it's pretty nice, and the dark mode is easy on my eyes compared to some other systems where we only have light mode. The integrations and workflows are very good, especially the ability to bring in webhook data from different systems. This allows us to have custom objects on the timeline and customize what information we see, which gives our agents the extra context they need for answering customer inquiries. I also appreciate the unified customer timeline, which is pretty good at helping our team understand what's happening with a customer's profile. This comprehensiveness means we know if a customer submits a return or leaves a bad review, which aids our interactions with them. The workflows for webhooks are specifically great because they allow for automation, saving us time. The setup was also easy, even with limited support, and I managed to set it up in about three weeks, which could have been less if done full-time. Overall, I would rate it a nine for recommendation. Review collected by and hosted on G2.com.

I think chat for the most part is probably where I feel like there's some lacking features. Specifically in the included automations without having to pay for additional features like customer IQ or AI for customers. There's also some minor things like speed specifically on chats seems to be slower than some of our other systems, usually taking between thirty seconds to a minute for things to get fully routed. Whereas previous systems were pretty much instant. Chat also doesn't tell a customer if an agent's being assigned to the ticket or when someone joins the ticket. So a customer might just be sitting there for a minute or two, not really knowing what's happening on the back end. Review collected by and hosted on G2.com.