Apple Intelligence is not just transforming personal devices—they’re influencing a wide range of industries. By pushing the boundaries of AI, Apple is setting new standards that go beyond its ecosystem, impacting sectors that rely on new tech. At Re:amaze, we understand how AI is reshaping customer service interactions. As Apple makes strides in natural language processing and automation, our platform is evolving alongside to provide smarter, faster customer service tools. How Apple Intelligence Enhances Customer Support Tools Apple has always been known for user experience, so it’s no surprise that their approach to AI focuses on making interactions smoother and more intuitive for users. From Siri’s enhancements to how devices adapt to user behavior, they continue to lead by example. As AI technology becomes more sophisticated, Re:amaze can continue to build more efficient customer support tools. This means faster responses to customer inquiries, more natural AI conversations, and better automation of routine tasks. In fact, brands that use Re:amaze are already seeing tangible improvements in their customer service operations. Chatbots powered by AI can now handle complex queries, answer frequently asked questions, and even help you predict customer needs. By staying in sync with Apple AI advancements, we’ll keep offering smarter tools. This will help you stay competitive in an ever-changing landscape. The post How Apple Intelligence May Shape the Future of Re:amaze appeared first on Re:amaze Blog.

You can now disable chat attachments in Re:amaze! With this new feature, embeddables like Chat and Contact Forms will no longer allow customers to attach files and images. This update is designed to enhance the security and privacy of your customer interactions. Why disable chat attachments in Re:amaze? Security Risks Attachments in chat conversations can sometimes pose significant security risks, opening the door to spam, phishing attempts, and malware attacks. Hackers often use seemingly harmless attachments to introduce malicious software into your system. By disabling attachments, you can create a safer and more secure environment for your agents and customers. This extra layer of protection helps ensure that your communication channels remain free from potential threats, allowing your team to focus on providing excellent support. Data Privacy Customers may not always be aware of the sensitivity of the information they are sharing through attachments. They might inadvertently send files containing personal identification numbers, financial information, or other sensitive data. This can happen unintentionally, such as when including personal documents or screenshots that contain confidential details. By disabling attachments, you can prevent these types of privacy breaches and protects both your business and your customers from the risks associated with sharing sensitive information. How does it work? This feature can easily be enabled by simply checking a box. Navigate to your Chat and Office Hours settings in Re:amaze and select the ‘Disable Attachments’ option. If you ever want to reenable chat attachments, you can do so by deselecting this option and saving your settings. The post Enhance Security & Data Privacy: Disable Chat Attachments in Re:amaze appeared first on Re:amaze Blog.

Managing spammy, unwanted messages can be a irritating, but Re:amaze makes it easy with our AI-powered spam filtering. This feature automatically identifies and filters out spam from your inbox, allowing you to focus on genuine customer interactions. Whether you need spam filtering for chat, email, or both, Re:amaze has you covered. How AI Spam Filtering Works Our AI spam filtering helps maintain clear communication by allowing only relevant messages to get through. Here’s how it works: Message Analysis: When a customer writes in, our AI evaluates the first message in the conversation to determine if it is spammy. Spam Labeling: If our AI tool marks a conversation as spam, it will be labeled accordingly but will still be accessible under the ‘spam’ filter. This way, you retain control and can review any filtered messages. Easy Setup for Chat & Email Setting up AI spam filtering for both chat and email is as simply as navigating to your settings for chat or email and toggling on the ‘AI Spam Filtering’ option. You can choose to enable spam filtering for both channels or just one, depending on your needs. For more detailed instructions, check out this article. The Benefits of AI Spam Filtering By integrating AI-powered spam filtering into your workflow, you can increase efficiency and improve security by avoiding phishy emails. Your team will spend less time sifting through spam and more time engaging with your customers, giving you a more focused approach to customer service Stay focused on what matters most—delivering exceptional customer service, and let Re:amaze handle the rest. The post Re:amaze AI-Powered Spam Filtering appeared first on Re:amaze Blog.

Switching from Zendesk to Re:amaze may seem like an overwhelming task, but it doesn’t have to be. We recognize that transferring your data from Zendesk is a major step. That’s why we’ve streamlined the process with our built-in migration tool. With Re:amaze, you can easily transfer your data without needing any third-party apps or complex processes. Our migration tool will handle the following data from your Zendesk account: Staff roles Staff users and customers Departments Article topics and articles Conversations Getting Started To get started, just head over to the Settings > Migration Tools to locate the Zendesk migration tool. You’ll follow a quick, straight-forward migration process that requires your Zendesk credentials and API keys. For detailed instructions, refer to this article from our knowledge base. Not only will this save you time and effort, but it also ensures that your transition is smooth and that you don’t lose any valuable data during your switch. Our goal is to make your move to Re:amaze as seamless as possible! Switching from Zendesk to Re:amaze? Thinking about switching from Zendesk to Re:amaze? Our team is here to assist you every step of the way. Furthermore, if you have any questions about the process, feel free to reach out to us at support@reamaze.com. The post Switching from Zendesk to Re:amaze? Here’s How We Make It Easy appeared first on Re:amaze Blog.

What is Smart Assign? Re:amaze offers a Round Robin-style tool we call Smart Assign. This automatically distributes conversations to team members without requiring you to select a specific person. With a smart twist, Smart Assign will assign conversation to the team member with the fewest unresolved conversations. Smart Assign is designed to exclude team members who aren’t currently scheduled and those who are inactive. Inactive team members are defined as those who haven’t responded to a customer in the past week. What’s New with Smart Assign? We’ve added a new personal setting that allows users to exclude themselves from Smart Assign if they are actively servicing a chat in Classic Chat. By opting into this, they will be excluded from any kind of conversation in Re:amaze, including both Classic Chat and Real Time Chat. This feature ensures that staff members can focus on their ongoing conversations without being overwhelmed by additional assignments. How Do Users Enable This option? Enabling this option is straightforward. Your staff can simply navigate to their personal settings. On the profile page, they will need to scroll down to find and select the ‘Disallow Smart Assign if Serving Classic Chat’ option. Once this is enabled, they can avoid being assigned new conversations while already engaged, allowing for more focused customer service. This setting can be easily toggled on and off, providing flexibility based on a staff member’s current workload and availability. With these enhancements, Smart Assign not only improves the distribution of conversations but also offers more control to your team members, helping maintain a balanced and manageable workload. The post Balance Staff Workload with Smart Assign Updates (Round Robin) appeared first on Re:amaze Blog.

With Re:amaze, you can better manage shifts for your team with our newly released staff permissions: Manage Personal Shifts and Manage Staff. These permission options will provide you with more control and flexibility when it comes to managing your staff and what they’re able to access within your account. The Importance of Managing Shifts with Re:amaze In a helpdesk environment, keeping things organized is key. When only certain team members can manage shifts, your schedule stays tidy and everyone knows who’s responsible. Here’s why this matters: Preventing Overlaps and Gaps: When just a few people handle shifts, you avoid double-booking or empty slots. This makes sure there’s always enough staff to help customers, keeping things running smoothly. Maintaining Accountability: By letting specific people manage shifts, you boost accountability. Managers can adjust schedules based on who’s available and performing well. This ensures every shift is covered by the right people, leading to a more efficient Re:amaze. How do they work? Enabling the Manage Personal Shifts permission gives staff members the ability to control and modify their own shifts. It’s important to note that this option is enabled by default in Re:amaze, so if you want to prevent a user from modifying their own shifts, make sure that this permission is deselected. Now, let’s talk about the Manage Staff permission. When enabled, this will give your staff members the ability to not only adjust their own shifts but also those of their teammates. This is especially beneficial for managers or designated team members who handle scheduling. Do keep in mind that enabling Manage Staff automatically includes the “Manage Personal Shifts” permission as well. To learn more about different Staff Permissions and how they work, check out this article. The post How to Manage Shifts in Re:amaze: New Permissions for Better Control appeared first on Re:amaze Blog.

If you’ve ever used AI tools like ChatGPT, you know how valuable they can be when you need help finding the right words to get your point across. Re:amaze provides an entire suite of AI-powered tools to make your life easier and have your business run more smoothly. Our AI tools are integrated into almost every corner of our platform, from crafting responses to customers to writing knowledge base articles. Responding to Customers Responding to customer questions can be challenging, especially when you’re unsure of the appropriate tone to take, or how to simplify a complex topic. Re:amaze alleviates this difficulty with our powerful AI features. While drafting your initial response, you can simply click a ‘Improve what I’ve written‘ button and instantly receive a more polished draft. This draft will be formed by what you’ve already written, as well as the previous messages within the thread. This tool ensures your message is both personable and informative. Writing Knowledge Base Articles Creating articles for your knowledge base can be time-consuming and tedious. Just like writing a reply to customers, it can be difficult to figure out how you want to communicate your message. Well, we’ve got an AI-powered tool for that too. Re:amaze helps you refine your tone and makes your content more concise and clear. By building on your original draft, our AI can help provide a well-structured foundation that you can easily edit and expand upon. All by simply clicking a button. Templates & Cues In addition to handling customer responses and knowledge base articles, Re:amaze’s AI tools are perfect for improving your Response Templates and Cues. With just a few clicks, you can ensure that all your customer interactions are clear, concise, and appropriately toned. This helps maintain consistency across all customer communications, making your support process more effective for both you and your customers. Imagine having AI tools like ChatGPT built right into your helpdesk—that’s what it’s like using Re:amaze. The post Enhance Customer Communication with AI-Powered Writing Tools appeared first on Re:amaze Blog.

Re:amaze has released a new feature to help you get the most out of your your Chat Widget. Now, when building or modifying your Shoutbox Greeting, you can add automated Quick Responses to Conversation Starters. What is a Quick Response? Quick Responses are buttons with pre-written buttons or options that your customers can choose from when using your Chat Widget. Common examples include questions like ‘What is your return policy?’ or ‘Do you offer free shipping?’ When a customer clicks on a Quick Response, they will automatically receive the corresponding answer. How Does This Make My Chat Widget Better? Previously, while creating or editing your Shoutbox Greeting, you could incorporate buttons with the same preset questions you would use for a Quick Response. However, these buttons routed customers directly to your team. With Quick Responses, you can automatically provide an answer for your customers and avoid routing conversations to your team. This will save time for both you and your customers. It’s a win-win, ensuring quick resolutions and increasing customer satisfaction. How Do I Add Quick Responses to My Chat Widget? To add a Quick Response, simply input your response in the designated ‘Answer‘ field for any new or existing Conversation Starters. If no response is provided, the button will continue to route inquiries to your team. Click here to learn more about building Quick Responses. Check out the screenshot below to see how a Quick Response will appear in your Chat Widget: The post Level Up Your Chat Widget with Re:amaze Quick Responses appeared first on Re:amaze Blog.

At Re:amaze, we are always innovating and improving our services so that we can provide an exceptional product experience. A few months ago, we upgraded our search capabilities and we’d like to share the technical insights behind this upgrade so you can better understand the improvements taking place behind the scenes. Whether you’re searching within the inbox using different filters or exploring the Contacts page, all of these actions are powered by the same robust search engine. We recently published an article on the GoDaddy Engineering Blog, detailing the process of upgrading our search capabilities. You can check out the article here. Take a look and let us know your thoughts! The post Behind the Scenes: Enhancing Search Capabilities appeared first on Re:amaze Blog.

Boost your security measures with Re:amaze‘s latest offering: file download restrictions by file type! Now you have the power to specify which file formats are allowed for download from customer attachments, providing an extra layer of protection against phishing and malware risks. With options including .exe, .dmg, .zip, and .rar, you can tailor your security settings to suit your needs. By default, all file types are permitted for download. To adjust these settings, head to your Brand settings and simply uncheck any file types you wish to restrict from being downloaded. The post File Type Download Restrictions: New Security Features from Re:amaze! appeared first on Re:amaze Blog.