
September 2023 Releases
You can now build, test, and deploy AI SMS Agents to automate personalized outreach at scale for lead capture, appointment scheduling, 24/7 concierge, and more. Regal’s no-code AI Agent Builder makes it easy to launch high-impact sales, support, and retention use cases without the cost of manually replying to every message.
For early access to AI SMS Agents, reach out to your Customer Success Manager.
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Use generative AI to route contacts based on message content, language, sentiment, or any field from the triggering event or contact profile. Whether you're sending an SMS, processing a call summary, or handling an inbound email, the AI Decision Node helps guide your customers down the right path.
Leverage the AI Decision Node to flag frustrated contacts for human follow-up, route Spanish speakers to bilingual agents, or fast-track high-intent leads to your sales team. Refine your prompts with live data for best results.
You can now view detailed routing information directly in a Task’s slideout, including which routing rule was applied, which queue the task was sent to, and more. This real-time visibility helps you quickly troubleshoot misrouted tasks, catch configuration issues early, and validate routing rule updates with confidence.
Instantly elevate your team's performance with real-time coaching during challenging customer conversations or training moments. With Whisper, you can discretely support an agent through a live call when it matters most, without disrupting the customer experience.
Track when other managers are listening, whispering, or barging in on agent calls directly from the Agents page. Monitor manager actions in real time to eliminate redundant supervision and ensure new agents or critical calls receive the right level of support.
Stay on top of every incoming call with Regal Browser Notifications, which alert agents even when they’re outside the app. Each notification includes contact details, so agents know exactly who’s calling and can jump into the conversation with a single click.
Forward emails directly from the Agent Desktop to quickly share information with external providers or privately escalate customer inquiries.
Send tailored visual content to your contacts such as personalized reports or custom mocks showcasing your product's value. Simply reference a contact attribute in the MMS Media URL field of your SMS campaign to deliver unique images to each recipient.
Reduce costs and eliminate abandoned calls by deploying AI Agents on progressive dialer campaigns. Our dialer’s intelligent answer machine detection algorithm helps maximize conversations and minimize wasted AI minutes on voicemail calls.
Quickly see which phone campaigns are performing—and which need attention—with metrics like answer rate and completed call volume. Real-time, campaign-specific stats give you instant insight to drive smarter, faster decisions.
Configure how many tasks (SMS, email, voicemail) each agent can handle to better balance workload. Adjust AI Agent call capacity to boost efficiency.
Automatically simulate conversations with your AI Agents to validate critical logic and behaviors. Choose from Regal’s ready-made scenarios developed from your agent prompt or custom scenarios to help you QA faster, catch issues early, and make changes with confidence.
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