Productivity Features

  • Chat Modes: Real-Time Chat vs. Classic Chat

    Re:amaze offers two chat modes for communicating with customers on your website: Real-Time Chat and Classic Chat.

  • Set Up Your Re:amaze FAQ

    Each brand in Re:amaze includes an FAQ that can be deployed in three different formats: As a standalone hosted Help Site on its own domain Integrated inline into your existing site or app Integrated into your Re:amaze Shoutbox or Lightbox embeds Hosted Help Site A Help Site is a standalone FAQ ...

  • Re:amaze Live Dashboard

    The Live Dashboard is available on paid Pro accounts and gives you and your team real-time visibility into your website or app traffic. With the Live Dashboard you can:

  • Re:amaze Peek

    Re:amaze Peek is a co-browsing feature available to Plus Plan users that lets you view a customer's screen in real time. It can be accessed through the Live Dashboard or the Live View module within a conversation.

  • Using Dynamic Variables in Re:amaze Automated Responses

    Re:amaze supports certain dynamic variables for Response Templates, Email Autoresponders, and Workflow Responses. Variables are related to the customer associated with the conversation context and further variables are made available depending on integrations that you've enabled in your account.

  • Re:amaze Presence and Collision Detection

    Re:amaze Presence shows you when other agents are viewing or responding to a conversation. Collision detection helps prevent duplicate replies when multiple agents respond to the same customer message.

  • Re:amaze Mobile App for iOS and Android

    Re:amaze’s iOS and Android apps give you the ability to amaze customers while you’re on the go. With real-time notifications and mobile collaboration built in, you can help customers no matter where you are and help them to an awesome experience that’s just a finger tap away.

  • Re:amaze Internal Notes

    Internal notes are messages you add to a conversation that the customer can't see. Only staff members can view them, so they're a good way to communicate with your team inside a conversation thread.

  • Special Syntaxes for Email Replies

    If you reply to customer messages from your email account instead of directly from Re:amaze, you can use special syntaxes to change how that reply is handled.

  • Re:amaze Keyboard Shortcuts

    Keyboard shortcuts help you respond to customers faster. You can use them to access your FAQ articles, Response Templates, and products from your Shopify, WooCommerce, or BigCommerce store without leaving the reply box.

  • Re:amaze Assistant

    The Re:amaze Assistant helps your team manage conversations during high-volume periods and meet your service level agreements (SLAs).

  • Re:amaze Real Time Customer Events

    Customer Events allow you to see your customer's real-time activity on your website. While chatting with a customer, you will be able to see Customer Events visualized using the right rail under Recent Activity.

  • Smart Assign (Round Robin Assigning)

    Smart Assign automatically assigns a conversation to an eligible staff member, so you don't have to choose someone manually. It distributes conversations to the staff member with the fewest unresolved conversations assigned to them.

  • Staff Shifts and Vacation Days

    Shifts and Vacation Days let you define when each staff member is available, so Re:amaze can match that availability to conversation assignments. This is especially useful when your team works across different time zones or countries, because it helps you provide even coverage for your customers.

  • How does Re:amaze handle Time Zones?

    You and your customers may be in different time zones, and some of your staff may work in different time zones too. To account for this, Re:amaze displays all time-based information in each user's local time zone, based on the time zone set in their browser.

  • Article Edit History

    The Article Edit History feature is available on the Plus Plan and allows you to track changes made to your FAQ articles.

  • Article Feedback for FAQs

    Re:amaze allows customers to rate your FAQ articles with a thumbs up or thumbs down, giving you insight into how helpful your content is and where improvements may be needed.

  • Automated Customer Satisfaction Surveys and Ratings

    Set up automated satisfaction surveys for email and Classic Chat, customize survey templates and text, and review ratings data in the Satisfaction Ratings Report. Available on the Plus Plan.

  • Classic Chat: Staff Busy Message

    Re:amaze Classic Chat includes an automated in-chat message that notifies customers when all online agents have reached their maximum chat limit. This Staff Busy message helps set customer expectations during busy periods.

  • Quick Responses

    Quick Responses are buttons or pre-written options that customers can select when interacting with a Cue. They give customers an easy way to respond and help your agents understand their intent without any ambiguity.

  • Save Filters and Custom Views

    Re:amaze allows you to save and pin specific filtered inbox views to the top of your dashboard, making it easier to manage conversations relevant to you or your department. Saved filters appear under the Important section in your inbox.

  • Understanding Re:amaze Article Statuses

    Re:amaze gives you control over who can see your help center content through four article statuses: Published, Draft, Internal, and Unlisted.