A full range of features that save you and your agents time

Increase Help Desk Efficiency with New Tools

All-in-one integration saves time for you and your support team

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Ticket Widget

Manage Conversations

Easily manage your conversations in one place with our user-friendly interface. Search for conversations, delete messages, view users’ online status and see when they are typing in real time.

  • Delete messages
  • Download conversations
  • Search for conversations
  • Online and typing status

Knowledge Base Articles

Provide faster help for customers and fewer questions for your agents with the integrated multilingual knowledge base. Create a help center area accessible from a dedicated page or within the chat in a few minutes.

  • Dedicated articles page
  • Search articles widget
  • Categories
  • Multilingual
Tickets registration
Ticket Widget

Message Editor

Create the perfect message by using 3000+ emojis and by formatting the text with Slack-inspired markup syntax. Surprise your users with custom HTML messages, and attach media and files in just one click.

  • Text formatting and markups
  • 3000+ emojis
  • Multiple attachments
  • Multiple attachments

Saved Replies

Save precious time and avoid the headache of having to repeat the same tasks. With saved replies, you won't have to type the same messages over and over. You can also save Rich Messages and custom content.

  • Insert by keyboard shortcut
  • Save and reuse messages
  • Save custom content
  • Save Rich Messages
Tickets registration
Ticket Widget

Departments

Organize conversations and assign departments to agents. Transfer rules so that your conversations will always land in the right hands. Route conversations and send department – specific email notifications.

  • Department email notifications
  • Update conversations department
  • Restrict access to conversations

Multi-User Direct Messaging

Send direct chat messages, emails, and text messages to users in real-time. Use custom merge fields to personalize every message and automatically send notifications.

  • Support for emails, SMS and text messages
  • Send messages to several users
Tickets registration
Ticket Widget

Email Piping

Use piping to reply to user messages from your email inbox and convert emails to tickets. Users can reply to agents by email as well! Setting this feature up does not require any server-side configuration.

  • Reply to users via email
  • Users may reply by email
  • No server-side configuration

Omni-Channel Experience

Send and reply to WhatsApp messages, Facebook messages, Telegram messages, text messages, emails, tickets, and chat messages in RapiNova Chatbot. Save time with communication that happens in one place.

  • WhatsApp
  • Messenger
  • Telegram
  • Slack
  • Text Messages
  • Emails
Tickets registration
Ticket Widget

Translations in Real-Time

Use Google Translate to automatically detects the user language and instantly translates the messages to the language of the active agent, and the agent messages to the language of the user.

  • Powered by Google Translate
  • Translations in real-time
  • Option to view the original message

Smart Reply

Smart Reply saves agents time by suggesting quick responses to agent messages in real-time using artificial intelligence. This feature is powered by the same technology used by the smart replies of Google Gmail.

  • Powered by Google Cloud
  • Google Gmail technology
  • Agent Assistant and Dialogflow Bot suggestions
Tickets registration

Reports

Get an overview of how chat and your agents are performing

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  • Daily conversations
  • Missed conversations
  • Average conversations time
  • Registrations count
  • Subscribe and follow-up reports
  • Daily visitors
  • Daily leads
  • Daily users
  • Articles searches and views
  • Browsers and operating systems
  • Agents ratings
  • Agents response time
  • Average agent conversations time
  • Countries and languages
  • More available and more are coming!

Agent Ratings

Gather feedback on your customers' live chat experiences and use lessons learned to improve customer service. Check your agents' ratings and send post-chat messages.

  • Chat rating
  • Ratings report
  • Post-chat messages and surveys
  • Works with tickets
Tickets registration
Ticket Widget

Tickets

Offer your customers immediate help from a single interface by embedding customer ticket areas throughout your website. This feature requires the Tickets app.

Offline Message

Send a message or display a banner to the user when it is not office hours or when all agents are offline. Personalize the message to show it only when you want it and the way you want it.

  • Multiple message types and designs
  • Display timetable
  • Disable agents check
Tickets registration

Notifications

Don't lose visitors. Actively engage them instead with a complete set of notifications.