CXOne Mpower by Maxmel Tech

nice cxone mpower is a cloud based platform for customer experience and contact center management integrating with make com enables automated workflows, enhancing customer interactions, agent productivity, and data driven decision making across communication channels limited documentation we currently can't provide complete documentation for cxone mpower because there isn't enough publicly available information about this app our ai powered documentation system relies on comprehensive data from cxone mpower and public sources to create detailed guides about cxone mpower cxone mpower is a community developed application and is subjected to the developer's terms and conditions, which may include applicable fees make does not maintain or support this integration for assistance, please https //f make com/r/reachout?app name=cxone%20mpower\&app slug=cxone mpower community\&app unique id=c xone or2m1c app installation to install this app, you need admin, owner, or app developer permissions docid foycaspyp9uykgm7lqpb go to the https //www make com/en/integrations/cxone%20mpower community/ click the install button follow the on screen instructions to complete the setup cxone mpower modules y ou can choose from a list of available modules to build your accept a chat contact receives and accepts a new chat contact, allowing you to start a conversation with them accept a consult request approves and processes a user's consult request, allowing them to move forward with their inquiry accept a contact accepts an incoming contact request or invitation, allowing you to add new connections easily accept a work item this module allows you to accept a work item and move it forward for processing or review activate a chat reactivates a chat, making it active and available for continued conversation activate a contact brings a contact to the forefront so you can easily take further actions with them add custom data to a contact adds personalized information or custom fields to an existing contact add a chat contact adds a new contact to your chat list, making it easy to start conversations with them add a contact adds a new chat or sms contact to your account, making it easy to connect with them through the service add a reaction to a message adds an emoji reaction to a message you choose add a tag to a message adds a tag to a message you choose, helping you organize or categorize it more easily add an email contact adds a new contact to your service using the details from an incoming email barge into a call joins an ongoing live call instantly cancel a scheduled callback cancels a previously scheduled callback, stopping it from being triggered in the future change inbox assignee for a contact updates the person assigned to manage the inbox for a specific contact change routing queue for a contact updates the routing queue assigned to a particular contact, helping you manage which team or department will handle their requests close an agent contact closes an active agent contact in your contact management system, marking the interaction as finished coach an agent provides real time coaching and guidance to an agent during a live call consult an agent connects you with an agent for a consultation on your specific issue continue a reskill call allows you to either continue or cancel an ongoing reskill call, helping you manage your reskilling sessions easily create a message creates and sends a new message in your dfo account create a note from a message creates a new note using the content from a selected message create an independent call places a separate call using the service, allowing you to connect with someone directly create an outbound email adds a new contact to your outbound email list create an outbound sms adds a new contact to your outbound sms list in the system delete a message deletes a specific message using its unique id delete a note removes a specific note attached to a message delete a reaction removes a specific reaction from a message in your chat platform dial a phone number places an outgoing phone call to a specified number dial a scheduled callback initiates a scheduled callback for the chosen service or entity, allowing you to automatically place a call at a set time dial a skill initiates a call or interaction by connecting to the specified skill dial an agent phone calls an agent's phone number directly through the system dial an agent queue connects you directly to an agent’s personal queue, allowing you to reach them for assistance end a call ends an ongoing call in the selected service end a chat contact ends an active chat conversation with a contact in the service end a contact removes or deactivates a contact from your list end a voicemail contact ends an active voicemail session with a contact end a work item this module allows you to complete or close a specific work item, marking it as finished end an agent phone call ends the current phone call for the selected agent end an agent session ends an active agent session in the system, logging the agent out and closing their current activities end an email contact removes an email contact from a specific user or account forward an email sends a copy of an email you select to another recipient get contact details fetches detailed information about a contact from the service get contact pagination retrieves a list of contact details, including support for multiple pages of results get messages fetches a list of messages that match your chosen filters, making it easy to find exactly what you’re looking for get a message fetches a specific message using its unique id get the next agent event fetches the upcoming agent event from the service, so you can stay updated on what’s happening next hold a call puts an active call on hold, allowing you to pause the conversation temporarily hold a contact places a contact on hold, pausing their activity while they are being processed or verified hold a work item puts a temporary hold on a work item, stopping any further actions on it until you choose to release the hold join an agent session connects to an ongoing agent session, allowing you to interact with or manage the session list contact messages fetches contact messages from your account on the service, allowing you to view all incoming messages list contacts fetches a list of contacts from your connected service, allowing you to view and use their details in your workflows list threads finds and returns threads that match the filter criteria you set log in to a dialer campaign logs you into a dialer campaign so you can actively join and take part in calls or communications log out of a dialer campaign logs you out from your current dialer campaign, ending your active session make an api call sends a custom api request to the service using your authorized account, allowing you to access specific features or data not covered by other modules manage conference calls handles and coordinates several calls at once during a conference, making it easy to manage group conversations mask a call recording adds white noise to a recording to help mask or obscure its original sound mute an agent phone temporarily silences an agent's phone so they won't be heard during active calls notify typing status sends a notification to the patron letting them know that the agent is currently typing a response override answering machine detection adjusts the answering machine detection settings in your communication system, allowing you to customize how calls are handled when an answering machine is detected park an email temporarily saves an email so you can easily access or refer to it later pause a voicemail pauses the currently playing voicemail message, allowing you to stop and resume listening whenever you need play a voicemail plays a recorded voicemail message for the user to listen to preview an email gives you a sneak peek at your email’s content and layout before you send it, so you can make sure everything looks just right record a call begins recording audio for the selected call session reject a chat contact declines an incoming chat request, preventing the chat from starting reject a contact removes a contact from the service by rejecting their addition reject a work item rejects a specific work item within the service or application, marking it as not approved or declined remove message content deletes the content of a selected message, leaving the message itself in place remove a custom field value from a contact removes a selected custom field value from a specific contact in your list remove a tag removes a selected tag from a specific message you choose remove an author's name from a message removes the author's name from a selected message, helping to keep the sender anonymous reply to an email sends a reply to an email found in your inbox request an additional contact sends a request to add another contact to a particular entity or account reschedule a scheduled callback allows you to change the time of an already scheduled callback to a new date or time restore an email moves an email from the trash or archive back to your inbox or a folder you choose, so you can access it easily again resume a call resumes a call that you had previously placed on hold, allowing you to continue the conversation resume a contact reactivates a contact in the selected service, allowing them to receive messages or updates again resume a work item resumes a work item, allowing it to continue progressing from where it was previously paused save an email draft creates and saves an email draft for you to review or send later send chat text sends a chat message directly to a selected patron send dtmf tones sends dtmf (dual tone multi frequency) tones through a selected communication channel, allowing you to automate keypad inputs like those used in phone systems send a transcript to recipients sends a transcript directly to the recipients you choose send a typing indicator sends a "typing " notification to a selected channel, letting others know that someone is composing a message send an email sends an email message to the specified recipient send an inbound message sends a message directly to the recipient you choose send an outbound message sends a message from your system to a specific contact or service of your choice set contact as abandoned marks a contact as abandoned in the system, indicating that they are no longer actively engaged set message sentiment analyzes a message to identify and set its emotional tone, such as positive, negative, or neutral set read status for a message updates the read status of a message, allowing you to mark it as either read or unread set a contact disposition assigns a specific status or outcome to a contact in the system, helping you keep track of their current situation or interaction stage set an independent call outcome updates the status or outcome of a specific independent call snooze a preview contact temporarily pauses notifications or updates for a preview contact start an agent session starts a new session with an agent, allowing you to begin a fresh interaction or conversation submit feedback sends feedback about an agent's performance take over a call allows you to take control of an ongoing live call transfer a call transfers an active call to another extension or phone number of your choice transfer a chat to a skill transfers an ongoing chat to an agent or team with a specific skill set transfer a chat to an agent transfers an active chat to a different support agent, allowing another team member to assist the customer transfer a voicemail to a skill transfers a voicemail to a designated skill group, ensuring it reaches the right team or department for follow up transfer a voicemail to an agent sends a voicemail directly to an agent so they can review and respond to it transfer an email transfers the selected email to a different agent for further handling transfer an email to a skill transfers an email to a designated skill, helping you route messages to the right team or department unassign an inbox assignee from a contact removes the assigned inbox user from a specific contact, so they are no longer responsible for that contact unmask a call recording stops the masking of an ongoing recording, allowing the original audio to be heard again unmute an agent phone unmute a specific agent's phone, allowing them to take calls again unpark an email move an email from the parked folder back to your main inbox update contact status updates a contact’s status to the value you choose, helping you keep their information up to date update custom field values for a contact updates the values of specific custom fields for a selected contact in your service update message status updates the status (such as read, unread, or flagged) of a specific message within a channel update routing properties for a contact updates the routing settings for a selected contact, allowing you to modify how their communications are managed update a contact updates the details of an existing contact, such as their name, email, or other information update a message note updates an existing message note with the latest information you provide update a thread updates an existing thread by adding new details or making changes to its content update an agent's state changes the status of a selected agent to the option you choose watch agents triggers whenever an agent is actively engaged in a live phone call watch contacts this module activates whenever a new contact is added, helping you stay updated with your latest connections watch messages this module activates whenever a new message arrives, letting you automatically respond or take action as soon as you receive incoming messages templates you can look for more templates in https //www make com/en/templates , where you'll find thousands of pre created cxone mpower resources you can have access to more resources related to this app on the following links https //www nice com/lp/cxone mpower https //startintegrate com/apps/customer support/c xone or2m1c https //www make com/en/hq/app invitation/80ffee3d6b2cfbeb6edce5c64cea43cd https //www make com/en/integrations/cxone mpower community help us improve this documentation have experience with cxone mpower? we'd love to hear from you if you have insights, use cases, or technical details that could help other users, please consider using the feedback widget at the bottom of the page contacting the developer to request public documentation https //f make com/r/reachout?app name=cxone%20mpower\&app slug=cxone mpower community\&app unique id=c xone or2m1c sharing your knowledge in the https //community make com your feedback helps us create better documentation for everyone