Cogover Omni Channel
Receive, assign and process conversations from connected channels. Employees work with communication history, customer records and handover status on the same interface.
See CRM, Call Center, Omnichannel, workflow automation and AI working together.
Watch on YouTubeFEATURE HIGHLIGHTS
Centrally manage conversations from Live Chat, Facebook Messenger, Zalo OA, WhatsApp Business and integrated channels on the same interface.
Employees reduce switching between multiple tabs when following up with customers.
Attach conversations to Lead, Contact and related information in CRM.
Each response begins with complete relevant customer information.
Move the person in charge or send the conversation to the queue for the router to distribute according to the rules.
Know who is responsible for each conversation.
Limit the scope of conversations by individual, team, role or channel.
Multiple departments can work together while still maintaining the correct data scope.
Manage messages, files, quotes, labels, viewed status, and delivery milestones.
The person who took over understood what happened without asking again from the beginning.
Manage comments, view original posts, and open Messenger conversations within platform policies.
Connect public interactions with a private advice stream with context.
HUMAN–AI
AI can receive, advise and take actions within the scope of authorization; humans only take over when information is missing, an exception is encountered, or the customer requests it; Cogover keeps the history and handover rules.
AI advises and creates orders according to configuration; Only pass it to employees when there is missing data or an exception is encountered.
Put AI Agent into the configured channel and provide customer and product data within the allowed scope.
Understand needs, advise on products and create draft orders from confirmed customer information.
Continue automatically when enough data; handover if beyond scope, missing information or customer request.
Receive history, clarify missing parts and complete consultation or sales order.
AI composes drafts from authorized data; The employee is responsible for the content sent.
Select the request to be processed and check the related customer records.
Provides exchange history, orders, tickets and documents according to rights.
Summarize the problem, find relevant information, and create a draft according to the intended tone.
Check for accuracy, add empathy and decide on final content.
After the chat session, AI prepares a summary; Cogover updates Tickets or CRM after staff review.
Associate conversation history, customer, and processing status with the correct record.
Short down needs, problems, solutions, commitments and what to do next.
Correct incorrect information and confirm the content to save.
Save summary to Ticket or CRM, update status and create follow-up according to configuration.
FLEXIBLE CUSTOMIZATION
Freedom to design data, interfaces and processes that suit the way the business operates, without being constrained by a fixed software structure.
Proactively design reports and dashboards to have a 360° view of customer data and sales activities.
Design the flow of allocation, approval, reminders and inter-departmental actions according to the operating conditions of the business.
Choose a channel, a care team, and a realistic handover scenario to co-design the right conversation flow.
Omni Channel
