Synthetix

Synthetix Cloud v2.0A,B,C

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Thomas CaseySynthetix Documentation Team
Created Fri, 03 Nov 2017 00:00:00 UTC

Enhanced Collaboration

  • Group Chats: Contact Agents can now invite other agents into live conversations for faster internal collaboration.

  • Internal Messaging: Agents can message each other directly within the platform.

  • Multi-Device Login: Agents can log in on multiple devices at the same time, view active sessions, and remotely log out other devices.

Knowledge Base Improvements

  • KnowledgeAgent Integration: KnowledgeAgent is no longer a separate product and is now fully included within Contact Cloud 2.0.

  • Smart Keyword Detection: Agents can automatically and manually identify keywords in customer messages to surface relevant knowledge base articles.

  • Extended Knowledge Categories: Improved organisation of knowledge base content with expanded category support.

  • Article Comments: Agents can comment on knowledge base articles (permission-based).

Personalisation

  • Personal Themes: Agents can customise their own interface theme (permission-based).

  • Personal Notepad: A private notepad is now available within Contact Cloud.

  • Personal Canned Responses: Agents can create and manage their own saved responses.

User & Security Management

  • Account Locking: Accounts are automatically locked after 3 failed login attempts. Admins can unlock users via the User Management page in the admin portal.

  • Password Management: Agents can now change their own passwords.

  • Permissions Management: Admins can assign user permissions through the admin portal.

  • Configurable Attachments: Administrators can control whether file attachments are permitted.

Admin Features

  • Announcements: Administrators can send announcements to agents, replacing the previous “News” feature. Read/receipt tracking is included.

  • Custom Branding: Administrators can upload and apply their own company logo from the admin portal.

Customer Insights & Tools

  • Customer IP Address Visibility

  • Customer Location Mapping

  • Customer Contact History

  • Request Attachments from Customers

Team & Performance Visibility

  • View Team Members

  • View Team Skills

  • Statistics Dashboard

Engagement & Productivity

  • Feature Requests: Agents can request new features and vote on others.

  • Toggle Buttons: Improved interface controls for faster actions.

  • Emoji Support: Emojis can now be used within the platform.

Support & Guidance

  • Built-in Support Page: Agents can access a dedicated help section for guidance on using Contact Cloud 2.0.