Agent side

Desktop

iOS (mobile/ipad)

Android (mobile/tablet)

Comment

Enable shopping elements

Add product

When using the app, a predefined url will be used to open the merchant site where Agent can browse for products and add them to the call.

Search product

Url, SKU or keywords.

Barcode scanning

Using the front camera. 

Products fetched through QR/barcodes.

Supported formats

Android vs iOS.

‘Recent products’ listed

Agent will see a list of products recently added (in previous calls) and can easily access / add these to the current call.

‘Related products’ presented

Related products provided are not shown in the app UI.

Compare products

When using the app, simply swipe up products to compare.

Note: Only 2 products at the time can be compared using the mobile app.

Toggle product attributes in compare mode

Agents decide what product attributes should be shown when comparing products

Add to cart

Agents can help shoppers add products to the cart.

Agents can see when shoppers add products to the cart from site when cobrowsing.

Features / general functionality

Cobrowsing

Agent can see what PDP/URL shoppers initiates the call from

Both agents and shoppers can browse the merchant’s web site while having the video call ongoing in a mini player.

Agents can all the time see where the shopper is browsing and follow them on the merchant site, in real time.

Agents can navigate shoppers to specific product pages.

Agents can see when a shopper adds a product to the native cart.

Call forwarding

Agents can transfer a call between devices, to and from agent tool on web and our native mobile agent apps.

Pause call

Agent can pause a call. When doing that video and mic on the agent side is turned off.

Call status

Possibility for agents to report calls to Bambuser. 

Call insights

Agents can see their own performance when it comes to number of calls answered, products added to cart, rating and feedback from customers.

Safety blur

Blur customers' videos, for agents to ensure that the shopper is not a harasser.

Block user from being able to call again

IP block shoppers from being able to call back again. Agents can also unblock and add a note about the call.

Blurred background

Agent side only.

Virtual background

Agent side only. Image is uploaded by a manager in the dashboard and all agents need to use the same background.

Generate Connect Links

Agents can generate and copy links to specific queues.

Share Screen

Agent side only.

Chat

Text chat

Customer information presented

If a shopper adds their contact information during a call, in a booking or provided when being logged in on a merchant's site, agents have the possibility to see it when in the call.

Virtual try-on

3rd party AI vendor required

Can be supported on mobile if implemented with App Framework

Picture in picture

Browse other apps and have the video call ongoing in a mini player

Notifications

Ringtone for incoming call

Push notification for incoming call

Pop up call dialogue in Agent tool on web. 

Native Call Kit behavior on iOS

Post Consultation

Call History list visible

Display list of previous calls for the agent

Post call consultation email

Send follow up email to shopper including products, chat history and personal note

This feature can only be used if the email is being sent out by merchant's own email system, which will require an integration made by the merchant.

General settings

Possible to manage camera settings during a call

On mobile, you can switch between front and back camera

On desktop you can change to another plugged in camera

Possible to manage camera settings before a call

Possible to use external camera

Possible to mute / unmute mic in call

Login with magic link

Login with password

Login with SSO

Microsoft, SAML

Customer side

Drop-in

Customers can drop-in and stand in line for an instant One-to-one call with an agent on the merchant side.

Drop-off form

If customers drop off from the queue, a contact form can be displayed where customers can fill in their contact details.

Display queue numbers

When in line for a call, it’s possible to display number in line, estimated waiting time and/or number of agents serving

Book a meeting

Book an appointment in the Call widget

Rating and feedback

Rate the call with thumbs or NPS score and add a free text feedback to the agent after the call.

Manager/Owner

Stats

Dashboard data, CSV, APIs & Webhooks

Agent leaderboard

Compare performance between all agents

Queues dashboard

Create new and manage queues. Assign agents to the queues and copy the que links to add to your web site

Bambuser bookings

Create booking service, set availability and assign resources to services. Set agent availability, blocks and sync with Outlook or Google Calendar. List all previous and upcoming bookings for the organization.

Third party bookings

Connect your third party booking system with Bambuser and connect your Bambuser agents with resources in your booking system. See all upcoming bookings in the Agent tool and connect with the customer when time for the meeting.