Feature Updates

November 29, 2016

We’ve updated your standard staff level filters to include specific status filters for conversations. This gives your staff additional controls to see their assigned conversations living under different states. The 4 major states are unresolved, archived, on-hold (conversations with an active reminder), and auto-resolved. To access these individualized filters, you need to first select a … Continue reading “Individualized Staff Level Filters”

November 28, 2016

The right rail looks a bit different today! That’s because we’ve introduced quick customer profiles to enhance the way you engage with your customers’ data. In addition to displaying the customer’s avatar, name, and email address, we’ve given you access to the 5 most recent conversations (most recent on top). To quickly access the customer’s … Continue reading “Quick Customer Profile”

November 27, 2016

Happy Monday! We just released the ability for you to grant (or remove) access to serve specific live chat channels under the “Roles and Permissions” settings page. It’s often necessary to limit certain agents from serving specific channels simply because it’s not relevant to them or they haven’t had enough training yet. To get started, … Continue reading “Permissions for Live Chat Channels”

November 25, 2016

The holidays wouldn’t be called the holidays without some surprises! We just celebrated the Thanksgiving holiday here in the United States and we’re thankful for all of your continued feedback no matter where you are. We’re also grateful for the various ways each and every one of you choose to support our team and Reamaze. … Continue reading “What You Might’ve Missed #8 + Thanksgiving Thanks!”

November 21, 2016

The Reamaze embedded contact form now supports the ability for you to set a default channel so customers who contact you can be routed properly. This is a new functionality after the ability to set your default message subject and the ability to remove the subject line altogether. Visit the Reamaze documentations page here.

November 10, 2016

Reamaze’s “Enhanced Email Template” is a mainstay of the conversational experience enjoyed by both agents and customers. This particular template below has driven millions of message since the launch of Reamaze beta back in early 2013. Straightforward and effective. Today, we are announcing a brand new “Enhanced Email Template” after many weeks of debating, designing, testing, … Continue reading “Enhanced Email Template 2.0”

November 9, 2016

We’re again excited to announce our newest integration, Clearalias, to provide you super simple HTTPS secure custom domain setup right within your Reamaze dashboard. The custom domain setting under your “Brands” panel will allow you to host your public support page at a custom domain of your choice. This is extremely beneficial if you’d like to … Continue reading “Secure Custom Domains For Your Public Site Knowledge Base”

November 1, 2016

Incoming! This is the 7th issue for “What You Might’ve Missed”. It’s quickly becoming one of our favorites as it often highlights updates we’ve been working on in the background based on your continued feedback. Here are the latest changes to your favorite Reamaze features: New conversation merge UI The conversation merge feature came online … Continue reading “What You Might’ve Missed #7”

October 25, 2016

Sometimes you just need a little assistance… It’s not unusual to be absolutely inundated by customer requests and support conversations during busy times of the year. It’s also not unusual to receive conversation requests that need no follow-up or reply. These are typically confirmation emails, no-reply emails, etc. Whatever the case, certain conversations simply need a … Continue reading “Now Powered By Reamaze Assistant”

October 24, 2016

Tagging your customer conversations is one of the most important processes to integrate into your workflow. By tagging conversations consistently you’ll start to build out a better picture of your business’ overall health and performance of your support team. The beauty with tags is that you can also integrate them into your workflow automation as … Continue reading “Updated Tags Report”

October 20, 2016

Do you have a storefront powered by Wix? Want to add the Reamaze Shoutbox to your site so you can start talking to customers beyond just email and a contact form? Reamaze is already helping thousands of small businesses engage with customers through seamless conversation experiences. The Shoutbox widget automatically switches between email, live chat, … Continue reading “Integrating Reamaze with your Wix Website”

October 18, 2016

We’re definitely on a roll lately with new updates! Hot off the press is the ability to multiple email addresses for customers. By going to the customer profile, you’ll now be able to associate as many emails as needed so you can keep track of overlapping conversations. You can also remove/edit email addresses from customer … Continue reading “Customer Email Management”

We know we know… You’ve all been waiting for this 🙂 . Conversation reminders are now available right on your Reamaze dashboard and in your conversations. You can now easily schedule a reminder to have Reamaze automatically re-open a conversation on a specific date and alert your team at the same time! When you add … Continue reading “Conversation Reminders”

October 11, 2016

Howdy! If you’ve been using Reamaze’s awesome internal notes feature to forward conversation messages to third parties you should be excited to know that we’ve updated the conversation panel with a dedicated forwarding tab to enhance the experience. As always, forwarding a message to a third party ensures the conversation stays properly threaded and private. … Continue reading “Forwarding Conversation Messages”

October 7, 2016

We’ve been getting lots of questions lately about: “Do you integrate with ABC app?” “How do I connect my XYZ app with Reamaze?” So we thought, why not do a watch and learn on how Zapier can help with connecting ABC and XYZ to Reamaze? We offer many 3rd party app integrations (more coming!) but with the … Continue reading “Watch and Learn – Zapier and Reamaze”

October 6, 2016

We’ve just introduced staff level reporting for Reamaze. For those of you that need an extra level of insight into individual staff performance, this is for you! New staff reports include 3 at-a-glance sections that refresh based on the filter applied at the top. These include key metrics like the number of responses, average thread … Continue reading “Staff Agent Level Reporting”

September 29, 2016

Issue #6! There are some new updates in your Reamaze dashboard based on your feedback. Let’s go through a few of them 🙂 New Reporting Features Reamaze reports now feature new graph UI along with legends and clearly labeled y-axis for easier navigation and comparison metrics. A new channel filter for live chat now shows metrics … Continue reading “What You Might’ve Missed #6”

September 22, 2016

Reamaze is now sporting new colors! Colors are a funny thing. They evolve over time. They influence features and features influence them right back. It’s a continuum of excitement, a grab bag of ooohs and ahhhs. In the past few years, we’ve leaned on specific colors and palettes to guide the UI. Reamaze was originally green, then … Continue reading “New Shoes!”

September 21, 2016

Okay it’s official… We’re moving to Medium! If you’ve been following our blog for the past few years and enjoy the content we put out, you’ll be glad to know that we’re consolidating all non-product related thoughts, ideas, and rants into a platform that’s designed for consumption. “Better than sure” is our new publication that … Continue reading “We’re Moving to Medium!”

September 1, 2016

We know many of you have been waiting for this feature for a while and we’re stoked to finally make it available. Your Facebook conversations through Reamaze now supports proper threading! If you’re used to the Facebook UI for responding in-line as a new comment or reply to a specific customer reply, then you’ll find … Continue reading “Facebook Threaded Replies. Done Right.”