What’s new

Route handoffs to teams by channel and by subject

Create teams for the people who answer customers. Each handoff reaches the team that covers it and one teammate responsible for the reply.

The inbox with views per team and a To reply queue where each handoff shows when its reply is due

Teams

Give a team the channels and websites it answers for. When Aiva hands over a request, Aiva sends the request to the team whose description covers the subject.

Read the guide

A teammate responsible for each handoff

Each handoff goes to an available teammate. With a response target, the inbox shows when the reply is due, and Assistify alerts the team’s lead when a handoff passes the target.

Notion and Google Docs in Knowledge

Connect Notion or Google Docs and choose the pages Aiva reads. Your content stays up to date on the schedule you set.

The Notion window in Knowledge with the pages chosen for syncing

Improvements

  • Correct an Aiva reply from the inboxMark a reply as wrong and write what Aiva should have said. Assistify drafts the change that would have prevented the mistake, for you to approve.
  • Transfer to another teamHand a conversation to another team with a note.
  • Members limited to their teamsLimit a member to the conversations of the teams they belong to.
  • ViewersViewers read conversations and write internal notes without taking a seat.