Better Respond / Resolve Accuracy
Next up, “Respond till” and “Resolve till” are now much more accurate. But before we explain the updates, let’s cover what these functions are. “Respond till” is your SLA regarding how quickly you need to respond to a message from a customer. “Resolve till” is your SLA that dictates how quickly you need to resolve a ticket.
In the past, “Respond till” calculated from the time when the last message was received from a customer. But what if a customer had sent you messages about an issue at 8pm Saturday, 7pm Sunday and 7am Monday morning?
Then, when you began work at 9am on Monday, it would have appeared to you that the customer had only been waiting two hours for a response (since they sent their last message on Monday morning). If you had your “Respond till” SLA set at three hours, you would falsely believe you were still within the appropriate window. However, in actuality, they’ve been waiting for a response since sending their first message on Saturday, which far exceeds your SLA.
We’ve addressed the issue by setting “Respond till” to calculate the time since a customer sent their first message. That way, you know that this inquiry needs to be made a top priority because the customer has already been waiting multiple days for a reply from your team (in this example, anyway).
SLA Calculation and Sorting
First of all, when you create a new SLA in the Replyco system, you can now decide how you would like for it to be calculated. You can choose either calendar hours or working hours. That means, for instance, that if you elect to calculate an SLA by working hours, your time will only begin counting down during the hours your business is open. But if you select calendar hours, the time to handle the SLA will begin running as soon as a message is received, even if it’s during your off-hours.
You can also now choose how you want tickets to be sorted. For example, you can have your tickets sorted by priority (recent, overdue, etc.), or decide not to do so. The control is entirely in your hands.
Additionally, you now have the ability to use our new “Priority” field in the filter to hone in on any specific SLAs you’d like to see. For instance, if you only want to view tickets that are overdue, then select “Overdue” in the “Priority” field.
Taking Live Chat Support to the Next Level
We’ve also added a ton of new customization and improvements to our Live Chat widget. Find them all below:
  • Users can now turn the Live Chat widget visibility on / off during and outside of working hours for both desktop and mobile devices.
  • Users and customers can now see the online statuses of one another in the Live Chat widget.
  • A typing indicator has been added for both users and customers.
  • The website page / URL from which a Live Chat customer message originated will now display in the widget.
  • Users can now display the GDP privacy policy in their Live Chat widget for customers to view and accept.
  • Open/closed statuses for Live Chat are now available. This means users can organize Live Chat conversations in accordance with whether they are open or closed into the appropriate tabs.
  • Live Chat widget now displays better on mobile devices.
  • Both the Live Chat and Instant Messaging interfaces have been improved.
  • Files attached in Instant Messages now send more efficiently and effectively.
Auto-Saved Message Drafts
This one may seem small, but it’s incredibly useful. Draft messages will now auto-save every few seconds, so you don’t have to retype your message if you leave and come back to it later.
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Better Ticket Printing
We’ve dramatically upgraded our interface for printing out tickets.
“Day of Week” Condition in Rules
Want to apply different SLA settings during weekends or assign tickets to specific users on certain days of the week? You can now do so with our new “Day of Week” condition.
More Advanced Collision Detection
Users can now see when another team member is inside a ticket from the Main Ticket List, in order to avoid overlapping efforts.
Interface improvements
Automation Merge:
Automation features including templates, auto-responses and rules have all been merged into one Automation page.
Company Settings in Admin Tab:
Company settings have been transferred to the Admin tab, and only users with the appropriate permissions can view them.
Improved User Permission Control:
Users who only have access to the “My Tickets” tab can no longer view tickets assigned to other users.
"Block Customer” Button Moved:
The “Block Customer” button has been moved from the bottom of Customer Details to the Username dropdown.
[BETA] Fruugo Marketplace Integration
With over 25 million active monthly users across 46 different countries, Fruugo is quickly becoming a major player in the global eCommerce game. Since two-thirds of all Fruugo sales are cross border, sellers on this platform will enjoy Replyco’s one-click translation capability into 50+ languages.
The Fruugo integration seamlessly imports all of your messages into our convenient and user-friendly inbox, alongside detailed customer data for easy access to order information all in one place. Fruugo sellers will benefit from the many perks that Replyco has to offer for optimal customer support, including:
  • Quick and simple integration setup.
  • The ability to synchronize order data and respond to customers directly within Replyco.
  • Marketplace reports to help make more data-driven decisions.
[BETA] Telegram Messenger Integration
Telegram is one of the most widely used messaging applications in the world. As one of the fastest messenger apps on the market, Telegram was built with both speed and security in mind. Replyco uses Telegram’s fully encrypted API, allowing customers to connect with you safely and securely.
Telegram_integration (1)
Instant messaging applications are quickly becoming consumers’ preferred method for customer service. With the Telegram integration, your team can access and respond to customer messages directly within Replyco’s Instant Messaging tab. Benefits of integrating Replyco with Telegram include:
  • Convenience — customers can chat with you from virtually any mobile device or computer.
  • Utility — Instantly send and receive files of ANY type for powerful helpdesk support.
  • Speed — Reduce response times and increase customer satisfaction with ultra-fast messaging capabilities.
  • Simplicity — Integrating your Telegram account with Replyco is easy and only takes a few minutes.
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