Intercom Chat Support system on the CisionOne Platform
The CisionOne platform now features a new Intercom Chat Support system for users. This functionality provides clients with quick and convenient access to our CisionOne Support team.
Find out more about Cision's Intercom Chatbot in this video:
How the Chatbot Works:
To get started, users need to log in to their CisionOne account and access the Intercom chat via the chat icon, found on the bottom left of their page. Users will have options to see recent tickets/chats or send a new message.
In the chat, users will need to accept the AI terms and conditions in order to proceed with the bot, Fin AI.
Once provided with a question, the Fin AI agent will instantly respond with information provided from one of our help site articles, including the link to the most relevant article.
If Fin AI is unable to resolve a user's question/inquiry, users can simply click on 'Talk to a person' and the chat support system will connect the user to a live chat support specialist.
Clients will be connected to a live agent from our Cision Support Team, where clients will continue to receive further communication via tickets within Intercom.
In this new chat support system, every interaction is logged, giving agents full context for seamless follow up when personalized live support is necessary for users.
Our live chat is available during regional core office hours and the FIN AI chatbot is available 24 hours a day 7 days a week ensuring users get the support they need.