Collaborating on conversations

Customer communication is a team effort. Mondo gives your agents the tools to work on conversations together without getting in each other's way.

Assign conversations

Conversations can be assigned to specific agents, so it is always clear who is taking care of a customer. Routing strategies such as Round Robin and RingAll distribute conversations automatically.

Internal notes and mentions

Agents can leave internal notes on a conversation and mention colleagues to ask for input. Notes are visible to your team, not to the customer.

Presence

Presence indicators show which team members are available, so conversations can be handed to someone who is actually there.