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Coming soon to iCarol: Internal Messaging

Keyboard and screen in use

Here at iCarol, we sure appreciate the critical nature of your work. That’s why we’re always looking for ways to make your workday tasks easier. One of the features in our engineering labs right now is a way for users to communicate with colleagues more easily from within iCarol. This feature will let those with logins send typed messages to each other easily and instantaneously – the conversations will pop up on the bottom of your screen, wherever you are in iCarol.

The sky’s the limit on how you could use this feature. Here’s some ideas:

  • Ask a colleague for help finding just the right resource. Because back-and-forth with your colleague is typed, not verbal, you won’t have to put the caller on hold while you get assistance.
  • While editing a resource, you have a formatting question. Quickly message a supervisor for clarification.
  • You’re training a new call-taker. Coach them through calls by typing suggestions to them.
  • Bad weather is delaying the arrival of one of your call takers, so she’ll be a bit late for her shift. Ask someone currently on shift if they can stay an extra 15 minutes to cover.

Note that your colleagues with whom you’re messaging could be right next to you, across the hall, or miles away.

As you’d expect, we’ll offer settings to let you control how this feature works in your organization. Administrators could decide if and when they’d like to enable it for their team.

The feature is in late-stage development and we expect to move it into our testing labs in a few weeks. We expect a release before the end of the year. Stay tuned!

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