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Today we released an update of the table in the All conversations view. The new design and enhanced filtering options allows users to work with a better overall view. We also simplified how additional columns (e.g. customer properties) are added in the table. ... View more

Customer properties, found in Customer > Customer properties, now have additional access control settings. Administrators can configure the access to a specific property within the conversations interface: Full access: All roles will have full access, they can see and edit the values. Read only access: All roles will see the value of the property, but may not edit it. No access: Users with the role Agent cannot see and therefore also not edit the value of the property. This give more control to you, in how you setup customer properties and who of your colleagues can access them. ... View more

Add users and manage your team in the Teams view, including managing their details, roles, and which projects they have access to.   To add a new user to your Sinch Engage team: Go to Settings > Account > Team. Click the plus button   at the top right. Fill in the following fields: First name and Last name Email address: The user logs in using this address. Name in webchat (alias): This name is displayed to your customers if a webchat conversation is assigned to this user. Active/Inactive: Status defines if the user is available for conversations. Set the user as inactive, for example, when they are on a planned vacation. Role: See a list of roles a user can have. Project: If you have several projects in your account, select the projects in which the user can participate. Skill: If you have defined skills, you can assign one or more skills to a user. Click CREATE to finish the process. The new user receives an invite and must define a password for themselves. After that the user can log in to Engage.   You can edit and delete a user by clicking the three dots at the beginning of the user row .   If you want to use two-factor authentication when users login to Engage, click   on the top right and activate the 2FA in the dialogue.   See more: User roles Use skills Project intro ... View more

Skills are used to ensure conversations are assigned to agents with the right competence. Skills can be used in auto-routing and can also help dispatchers when manually assigning conversations.   An agent can have one or more skills, a skill being e.g. a language or a specific product competence. Before a skill can be assigned to an agent, it first needs to be added to the skill list in Settings. Skills can be assigned to users of any role, but is only meaningful for agents and users that will be assigned conversations.   To add a new skill: Go to Settings > Account > Skills. Click the   button at the top right. The New skill popup opens. Enter a name for the skill. Click CREATE. The skill is added to the list and can now be assigned to agents. To edit or delete an existing skill, click the three dots on the left side of the skill row.   To assign a skill to a user: Go to Settings > Account > Team. Click the three dots on the left side of the row for the user you wish to add a skill to. Select Edit. Edit user pop up appears.  Select the check box for the skills you wish to add. Click SAVE. The selected skills are now added to user.    See also: Manage your team ... View more

Before purchasing one of our plans, you must fill in your company and account details. This information will be used to create invoices and to provide you with a better experience when talking to our team.   To purchase an Engage plan: Go to Settings > Account > Account details to add your company and account details. Fields that are required turn red if empty.   When you have filled all required fields, click Purchase. Choose from one of the provided packages and payment options to complete your purchase.    When a package has been purchased, you can find the details in Settings > Billing > Contract. If you want to see your invoices and their status, go to Settings > Billing > Invoices.   If you have questions about your package or contract, please contact your account manager.   Note: You can change your account information anytime, but updates will only affect the next invoice and cannot be retroactive. ... View more

To edit project details, go to Settings > Project > Project details.   Project name: Defines the internal name for this project. This name is used to identify this project within your account. Information: Is a short description shown to the customer in the messenger apps if the customer clicks on the details of the business. Privacy link: Is used by default in all situations where a privacy link is needed, such as in the promotion tools. Time zone: Defines the main time zone in which your project lives. For example, impacts the automated absence message. Main customer language: Defines the language spoken by your customers. This impacts, for example, the default start/stop messages. (Customers speaking a different language can also reach out to you). Delete inactive customers (days): Defines after how many days your customers are automatically deleted if there is no activity between your business and the customer. Disable bot: Defines if and when your bot is disabled automatically. This setting needs to be aligned with your general bot concept. URL shortener active: If activated, all URLs you write in a one-on-one message or via newsletter are shortened automatically. This allows you to have shorter links and in Campaigns you can track how often this link was clicked by customers. You can also enter a tracking GET-parameter which is added to the shortened link. Link preview active: Defines if a link preview is displayed. Note: Not all channels can create previews for links.   See also: Project intro ... View more