You can easily log directly into FuseDesk using Keap! Even better, if you're already logged into Keap, you don't have to enter your username and password. Simply confirm the Keap app that you're using and you'll be logged right into FuseDesk. From the login page - if your app is connected to Keap - click Keep Reading...
Some of the Case Actions you're used to finding in the middle of viewing a case have moved to the top of the page for easier access! Case Feedback has moved up top to a star icon and just like always lets you enable/disable Feedback on a case, request feedback, view ratings and feedback, and Keep Reading...
In addition to SMS and two way calling, you can use your existing Twilio numbers with WhatsApp right in FuseDesk! To get started, first setup WhatsApp in Twilio. Note that this is a multi-step process and can be a little complicated. If you need a hand, we're happy to help. Once you have created your Keep Reading...
When you receive an incoming call to your FuseDesk app, you can do far more than just play back text to speech for each of your prompts. You can record - or even upload! - your own audio for all the prompts like your inbound call greeting, voicemail prompt, transferring notification, and more. To get Keep Reading...
Beyond just transferring calls to others agents online, you can also directly transfer a caller to an unavailable rep's voicemail. To send a caller to voicemail, click the same transfer button while on a call. Below the list of online/available reps, you'll see Unavailable reps. Simply choose an unavailable rep and the call will be Keep Reading...
How many of your incoming calls get through to one of your team members? How often do they go to voicemail because no team members are online or available? Now you can find out in your FuseDesk Call Disposition report! You'll find your new Call Disposition report under the Call category in Reports. Incoming calls Keep Reading...
If your team is used to organizing your cases by case priority, you can organize your cases in FuseDesk in much the same way. To assign a High, Medium, Low Priority to a case, you'll simply assign a Case Tag. You can even create your own custom Priority case tags on the fly right from Keep Reading...
As a rep, you can set yourself to be available for chat and or calls right from the sidebar in FuseDesk. Next to your name, click the Chat icon to enable or disable chat availability. Click the Phone icon to enable or disable chat availability. When unavailable for chats or calls, you won't be notified Keep Reading...
What are you website visitors most often reaching out to your team about on Live Chat? Find out in our First Question Asked report in FuseDesk. From Reports choose First Live Question Asked from under Chat reports. This will show you all messages sent by website visitors before your team responded. You then have one-click Keep Reading...
In FuseDesk, individual cases can have Case Tags which are helpful in 3 ways. First, organizationally, case tags let you organize your cases so at a glance you can see what your cases are about right from a Case Queue. In your Workflows, you can even organize your cases into Workflow stages or columns based Keep Reading...
