Voyager Next allows agents to receive and reply to emails from customers, vendors, homeowners, and other parties. The intelligent Virtual Agent and routing system ensures conversations get to the right agent.
Voyager Next supports these email features:
Send and receive emails
Initiate email from Voyager Next to contact suppliers and customers
Provide email support for customers contacting across any channel – chat, voice, email, fax, or social media
Allow partners to use branded headers
View, upload, and forward attachments to customers and suppliers
Send auto-replies based on criteria such as partner, segment, and language
Preserves conversation threading the way an email client would
Localized email content for agents using Voyager Next
View email conversations in conversation history and supervisor search for authenticated, verified, and guest customers
Reserve an email conversation to allow the platform to route all replies to the same agent to help with any urgent ask or escalation
Time tracking to allow agents to handle multiple emails at the same time
Agents can transfer email threads between segments, language, intent, and product