API Integrations

EngageCX - Omni-Channel Product



What Is EngageCX?

EngageCX is an upcoming omni-channel product that will allow for an integration of Web Chat, Texting, Email, and Social Media into a single interface.

It empowers businesses to manage all customer conversations from one place, improving response times, team efficiency, and customer satisfaction.


What Does EngageCX Support?

EngageCX is currently in a phased rollout of each product feature.  Check back here for the latest updates!

Currently Available

Voice
  1. Inbound Call Alerts and Outbound Click-to-Call launch from the EngageCX platform.   Your preferred Portal phone device is still used to make and take your calls. 

Online Web Chat
  1. Customized and branded Chat Widget that you may install on your website
  2. Use a simple pre-chat Form or fully customize your customer's experience with programmed menus and/or replies 
  3. Send chat transcripts automatically by email for additional followup if needed
  4. Route Chats by location, language, Agent skill, department, or other need
  5. Optional Audio and/or Video Chat launch from your Chats

Texting
  1. Shared Texting option available:   Allow multiple Users to use the same Texting number, and even reply from the same Conversation to provide a seamless customer experience. 
  2. Individual Texting also available.  Includes the ability for Supervisors and above to review Ticket Conversations and reply to the customer if needed without changing  ownership. 
  3. Assign Text Conversations to individual Users or to an entire Queue to work as needed. 
  4. Allow Texts to flow and be assigned as needed, or set time-based replies.  All information collected may be automatically forwarded to the email(s) of your choice. 
  5. Both SMS and MMS may be sent and received in EngageCX.
  6. Already have a registered texting Number through Clarity?  TCR Registration on existing registered text numbers still applies!  

Email
  1. Import your Customer Support Email to EngageCX easily.  Supports Microsoft, Gmail, and Pop3 Integrations.   
  2. Read and Reply to customers without accessing additional Email Inboxes.  
  3. Email can be assigned to a single User, or multiple Users may access the send/reply from the same Conversation. 
  4. Emails sent to and from EngageCX copy into your existing Email automatically

​
Current Integrations
  1. Salesforce (Lightning) may be integrated, allowing EngageCX conversations and Contacts to flow to your CRM.  Supports either Manual or Automatic send and custom Field mapping. 
  2. Optional API may be set up to send all EngageCX data to another location automatically based on Webhook event triggers such as Inbound Text, Email, or Web Chat.

Reports
  1. Supports both Web Chat and Inbox (Email/Text/Social Media) Reports.
  2. Includes Real-time Dashboards for Supervisors for "at a glance" Reporting.

​
Optional Mobile App access (by request)
  1. Easily control access by User to the Mobile App.
  2. Mobile App includes the ability to reply to both live Web Chat Conversation and existing Inbox (Email/Text/Social Media) Ticket Conversations.

Coming Soon!

Additional Social Media Options:
  1. Facebook
  2. Instagram
  3. WhatsApp
  4. Telegram. 

Optional AI:  includes available AI Agent for customer Web Chat, suggested outbound customer replies based on your own Help Center documentation, and ability to summarize, adjust tone, translate, and/or spell/grammar check all Chat Conversations. 


Additional CRM Integrations:
  1. HubSpot
  2. Zoho CRM

Additional Analytics options and EngageCX launch from Portal also coming soon!


How Do I Get EngageCX?

Just contact your Account Executive at 800-786-6160 for a Quote!

Prefer to contact us another way?  You can also contact us by email or by request form!
By Request: Request Form.


Want to learn more about other Integration Options?

 

Give our Customer Service Team a call at 1-800-676-3995!   We are available Monday-Friday 8am-9pm EST. 

Prefer to open a Request?  Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.


    • Related Articles

    • Text Responder AI

      Enhance Your Customer Service with Clarity’s Text Responder AI Text Responder AI transforms customer communication by providing a self-service option to callers and allowing you to deliver automated text messages from your business phone. Your text ...

    • Full Story Ai for Dealerships

      Full Story Ai Full Story Ai gives you a real-time view of all dealership calls and messages in a single interface. Real-time Visibility: Provides a single dashboard to view all customer communications, including calls and texts, in real-time. ...

    • Texting Feature (SMS/MMS)

      Texting (SMS/MMS) If your extension has been assigned a registered texting number, you can text from Portal, Web Phone, or your Mobile App. Texting is also available for Users who have Clarity Cellular. You may both send text messages (SMS) and send ...

    • API Integrations

      API Clarity offers support for integrating screen pops, click to call, retrieving call recording information and retrieving historical or real-time call data for analysis in both a custom API connection and product-based APIs. CRM Product APIs We ...

    • Headsets

      Headsets At Clarity, we carry noise-cancelling headsets to meet your business needs, with more options to come. See our models and videos below for details! Jabra Engage 65 The Jabra Engage 65 is an entirely new class of DECT wireless professional ...