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  Article updated: January 09, 2023

Hootdesk FAQ

Welcome to Hootdesk! In this article, you’ll find answers to frequently asked questions about Hootdesk.

What is Hootdesk?

Hootdesk is Hootsuite’s new and enhanced inbox, designed to help you deliver exceptional social customer care. With Hootdesk, you can manage all your customer conversations on social and messaging channels in one easy-to-use platform. Respond to customers quickly and increase team productivity, all while deepening customer relationships using customer relationship management (CRM) data and conversation history.

What are the benefits of Hootdesk?

With Hootdesk, you can deliver a seamless customer experience at scale. Quickly assign conversations to the right team, use built-in CRM data to personalize your responses, and resolve inquiries in your customer’s channel of choice.

Get a 360° view of your customers

Connect your CRM and view conversation history to personalize your responses and make your customers feel valued every time.

Effectively prioritize messages

Set up rules to prioritize each conversation based on channel, topic, and contact group - ensuring urgent conversations and priority customers are handled first.

Manage conversations more efficiently

Easily assign conversations to the right team based on their availability, experience, or skill set so your customers get the best support possible, as quickly as possible.

Improve collaboration and increase visibility

See who is replying to each conversation, set default and customizable away states, and stay connected with your team via the in-platform chat, so you can work together more effectively.

Drive business results and ROI with automation

Set up auto-responders and other automation rules to manage high-volume inquiries and reduce the time your team spends on repetitive tasks, so you can scale efficiently. Connect your preferred chatbot platform to Hootdesk to handle frequently asked questions, so your agents can focus on more complex conversations.

Track and measure your team’s performance

Monitor response times, customer satisfaction, and other productivity metrics with detailed reports, and identify ways to improve your customer care operations.

What will I get in Hootdesk?

Depending on your plan type, you’ll get access to Hootsuite’s enhanced customer care features in Hootdesk. This includes collaboration tools, detailed reporting, and automation capabilities.

Hootdesk features:

  • Improved filtering
  • Search
  • Conversation-level tags
  • Skills-based routing
  • Prioritization
  • Autoresponder
  • Configurable contact attributes
  • Contact notes
  • LinkedIn channel support
  • WhatsApp channel support
  • Web chat channel support
  • Business hours
  • Multiple org support

And much more!

What’s coming later in 2023?

The following features will be added to future releases:

  • Mobile app support
  • EU data storage
  • Suggested saved replies
  • Suggested tagging
  • Integrated analytics

When will mobile app support be available?

We are working to add mobile app support in 2023.

How much will Hootdesk cost?

The capabilities available in Hootdesk will depend on your plan type. Certain advanced care functionality will only be available as part of Hootdesk Advanced (our Care add-on, available to Enterprise plan members at an additional cost). Connect with your Customer Account Manager for more information.

Note: Customers are responsible for any third party usage charges that may apply (for example, WhatsApp messaging costs).

 

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