What's New in Care

Send and Receive Attachments in Care

March 12, 2018

You can now send and receive attachments. For more information, see Attach Files in the Care Desktop

Supported Features in Care

February 22, 2018

You can now customize the user workspace, escalate chat to video, and configure the number of tasks in Care. You can also measure performance using integrated reporting and customer feedback. For more information, see Overview of Care.

Chat with Video

February 22, 2018

You can now initiate to a video call from an ongoing chat session in the Care desktop. For more information, see Care Service Settings.

Routing Type

February 22, 2018

You can now configure how tasks are presented to a user. By default, the routing type is Pick. Tasks are either listed in a queue or automatically assigned to a user. For more information, see Care Service Settings.

Notification on the Spark Care Desktop

February 22, 2018

You can now receive task notifications and audio alerts for new tasks in the Care desktop.

Customer Virtual Assistants with Dialogflow Integration

February 22, 2018

A Customer Virtual Assistant provides automated responses to customer chat requests. You configure the responses that the customer receives in the chat by mapping customer requests to intents configured for the Customer Virtual Assistant and their responses in a Dialogflow agent. If the Customer Virtual Assistant cannot resolve the customer’s request, the assistant escalates the request to an agent.

For more information, see Customer Virtual Assistant and Create a Customer Virtual Assistant.

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