A full range of features that save you and your agents time
Boost Clients' Support Efficiency with Our Tools
Manage all conversations and users in a shared area, and forget everything else. From here on out, it’s just you and the customer – happily connected by Support Board. Ready to get started?
Manage Conversations
Easily manage your conversations in one place with our user-friendly interface. Search for conversations, delete messages, view users’ online status and see when they are typing in real time.
- Delete messages
- Download conversations
- Search for conversations
- Online and typing status
Knowledge Base Articles
Provide faster help for customers and fewer questions for your agents with the integrated multilingual knowledge base. Create a help center area accessible from a dedicated page or within the chat in a few minutes.
- Dedicated articles page
- Search articles widget
- Categories
- Multilingual
Message Editor
Create the perfect message by using 3000+ emojis and use markdown syntax to format the text. Surprise your users with voice messages, and attach media and files in just one click.
- Text formatting and markups
- 3000+ emojis
- Attachments
- Voice messages
Saved Replies
Save valuable time with saved replies, no more typing the same messages repeatedly. Connect them to the chatbot to automatically generate responses and ask questions on the fly.
- Insert by keyboard shortcut
- Save and reuse messages
- Connect to the chatbot to auto-generate responses
Departments
Organize conversations and assign departments to agents. Transfer rules so that your conversations will always land in the right hands. Route conversations and send department – specific email notifications.
- Department email notifications
- Update conversations department
- Restrict access to conversations
Notifications
Don’t lose visitors. Actively engage them instead with a complete set of notifications.
Alert users and agents via email each time a new message comes in.
Push Notifications
Alert users and agents via Push Notifications for each new message.
Desktop Notifications
Alert users and agents via desktop notifications for each new message.
SMS Notifications
Alert users and agents via text message each time a new message comes in.
Flash Notifications
Update the browser tab title each time a new message is received.
Sounds
Play a sound on receipt of every new message.
Red Counter
Display a red circle with the current number of unread messages.
Agents and admins
All notification types are available also in the admin area.
More are coming
More notification types are coming in future versions. Stay tuned!
Real-time Queue
Notifies visitors of their position in the queue and waiting time in real-time. Automatically distribute the conversations among all available agents and set concurrent chats limit.
- Waiting time and queue position
- Set max concurrent chats limit
- Updates in real-time
Routing and Agent Assignment
Assign conversations to available agents in a proportional manner or let your users select their preferred agent. Maximize efficiency and satisfaction with our advanced routing solutions.
- Auto-route chats to agents fairly
- Let your users select their preferred agent
Email Piping
Use piping to reply to user messages from your email inbox and convert emails to chats. Users can reply to agents by email as well! No server setup needed—just enter your IMAP/POP3 details!
- Reply to users via email
- Users can reply by email
- No server-side configuration
- Multiple email accounts
Omni-Channel Experience
Send and reply to WhatsApp messages, Facebook messages, Telegram messages, text messages, emails, tickets, and chat messages in Support Board. Save time with communication that happens in one place.
- Messenger
- Telegram
- Slack
- Text Messages
- Emails
Translations in Real-Time
Effortlessly communicate with customers in their preferred language. Our system automatically translates messages between the user and agent or chatbot, ensuring smooth and efficient communication.
- Two-way translations
- Two-way translations
- Multilingual chatbot
- Powered by Google Translate
Smart Reply
Smart Reply saves agents time by suggesting quick responses to agent messages in real-time using artificial intelligence. Get suggested answers in the user’s language from both OpenAI and Dialogflow.
- OpenAI and Dialogflow suggestions
- Multilingual suggestions
Message Rewriting
Rewrite and improve your messages instantly with our one-click rewriting feature powered by OpenAI! Effortlessly send friendly and professional messages with ease!
- Revitalize your messages with a friendly and professional touch
- Rewrite messages only when sentiment analysis triggers it
Spelling Correction
Automatically fix any spelling mistakes in agent messages in real time, effortlessly, in any language. Say goodbye to spelling mistakes, forever! This feature is powered by OpenAI.
- Fix any spelling mistakes
- Multilingual spelling correction
Smart Private Notes
Add private notes to conversations and let OpenAI automatically summarize them for you. Extract data like URLs and contact details and much more. Notes remain visible to admins only.
- Automatically extract data such as URLs and private details
- Automatically generate conversation summaries using AI
Multi-User Direct Messaging
Send direct chat messages, emails, and text messages to users in real-time. Use custom merge fields to personalize every message and automatically send notifications.
- Support for emails, SMS and text messages
- Send messages to several users
Reports
Get an overview of how chat and your agents are performing
- Daily conversations
- Missed conversations
- Average conversations time
- Registrations count
- Subscribe and follow-up reports
- Daily visitors
- Daily leads
- Daily users
- Articles searches and views
- Browsers and operating systems
- Agents ratings
- Agents response time
- Average agent conversations time
- Countries and languages
- More available and more are coming!
Agent Ratings
Gather feedback on your customers’ chat experiences. View ratings by conversation and by agent, and connect with OpenAI to collect feedback conversationally on messaging channels such as WhatsApp.
- View ratings by conversation and by agent
- Collect feedback conversationally on messaging channels
Tickets
Offer your customers immediate help from a single interface by embedding customer ticket areas throughout your website. This feature requires the Tickets app.
- Automatically extract data such as URLs and private details
- Automatically generate conversation summaries using AI
Offline Message
Send a message or display a banner to the user when it is not office hours or when all agents are offline. Personalize the message to show it only when you want it and the way you want it.
- Multiple message types and designs
- Display timetable
- Disable agents check
More Features
Support Board provides an extensive set of tools for small and large businesses
Transcript
Download conversation transcripts as text files and send them to users.
Routing
Automatically distribute the conversations among all agents.
Message Reply
One-click replies to messages, compatible with messaging apps.
Tags
Effortlessly organize and categorize conversations with the use of tags.
Agents Collision Detection
Prevent multiple agents from working on the same conversation.
Automatic Updates
One click update, and automatic updates for the plugin and apps.
Multilingual Platform
The panel is translated in 41 languages. You can even add your own.
Keyboard Shortcuts
Increase productivity and save time with the keyboard shortcuts.
Documentation
Need a little help? Take advantage of the extensive docs.
Attachments, Media and Lightbox
Send multiple attachments and media. Open and view images in a lightbox.
