What features are available in Digital DX?
Depending on whether you use a web-based client, such as the Agent Workspace, or the Desktop Client, this feature parity list shows what features are available to you.
Feature | Agent Workspace | Desktop Client |
---|---|---|
AI integration | yes | |
Data protection (GDPR) | yes | |
Facebook Messenger | yes | |
PIN invite (Chat) | yes | |
PIN invite (Remote Control) | yes | |
Omni-queue | yes | |
Recording remote sessions | yes | |
Smart Advisor | yes | |
Video chat | yes | |
A/B testing (Experiments) | yes | yes |
Active Assist / Co-browse | yes | yes |
Agent collaboration / discussion | yes | yes |
Agent statistics | yes | yes |
Assignment history | yes | yes |
Auto Answers | yes | yes |
Automatic chat distribution/load balancing | yes | yes |
Block / Unblock customers during chat | yes | yes |
Business hours exceptions | yes | yes |
Canned messages | yes | yes |
Canned message filtering | yes | yes |
Chat Recovery | yes | yes |
Chat translation with GeoFluent | yes | yes |
Chat unavailable email form | yes | yes |
Conversion history | yes | yes |
Custom chat wrap-up | yes | yes |
Customer history | yes | yes |
Data obfuscation (part of the chat window setup) | yes | yes |
Data retention settings | yes | yes |
Data validation | yes | yes |
Department rollover | yes | yes |
Deploy across unlimited domains | yes | yes |
DIY integration | yes | yes |
Drag and drop hosted images from a website to the conversation | yes | yes |
Email management | yes | yes |
Email signature | yes | yes |
Export chat data | yes | yes |
File transfer | yes | yes |
Flag work items | yes | yes |
IP denylist | yes | yes |
Insert image, spell checking, and typing indicator | yes
(the browser handles spell checking) |
yes
(the system handles spell checking) |
Layered chat windows | yes | yes |
Live chat | yes | yes |
Mobile-aware chat windows | yes | yes |
Monitor View / Grid View | yes | yes |
Permission control | yes | yes |
Post-chat survey | yes | yes |
Proactive chat invitations |