Differences between Basic and Adv/Pro

There are a few core differences between the Basic and Adv/Pro tiers that have to be taken into account with the introduction of the new solution.

Channels

The basic suite hosts e-mail and (non-instant) messaging channels. This means live-chat is not available within this tier. Which agents will receive conversations from what channels, is defined on a web store level by checking the boxes appropriate boxes.

Dashboard widgets

As the native widget is not available within the basic suite, all related dashboard widgets are not available.

Routing

Within the basic tier, only webstore routing are available for clients. This means that after a conversation is received within the agent desktop, a conversation is routed to the agent that has the least conversations of total available agents.

Conversation tools

Within the basic package, only the simplest version of conversation tools are available. For example, tagging can be done, but only a single layer with no automations or triggers.

InTEgrations

The Agent inbox basic suite only allows customers to integrate with CM.com CDP/MMC, to extract more value from the product and generate more revenue. without having to support custom (dynamic) integrations.

Support

Within the basic packages, when "Need help?" is clicked, a contact form (E-mail) is shown instead of a livechat. This allows us to serve these customers with Lower less straining SLA's.