WhatsApp Intake Forms

WhatsApp Intake Forms

When potential clients interact with your firm on WhatsApp, sending them to an external web link can cause them to lose interest or get distracted. You can now embed intake forms directly within the WhatsApp chat window using WhatsApp Flows, ensuring clients provide their details without ever leaving the conversation.

1. Navigate to Settings, then WhatsApp, and select Flows.
2. Click Create Flow and choose Form submission.
3. Select an existing form or build a new one, then use the live preview to ensure it looks correct.
4. Configure the WhatsApp template and the button the client will tap to open the form.
5. Publish the flow and send it via Conversations, a workflow, or a bulk action.

Tip: Once a flow is published, subsequent edits to the original form won't change the data collected in that specific campaign, keeping your historical data consistent.

Customizable AI Review Responses

Customizable AI Review Responses

Maintaining a professional and consistent brand voice is critical for law firms, especially when responding to online reviews. Cogent CRM has enhanced AI Review Agents with new controls that allow you to fine-tune how the AI communicates and ensure it avoids sensitive or legally risky language.

• Brand Voice: Configure the AI to use specific tones, sign-offs, or preferred pronouns (e.g., "we" vs. "I").
• Quality Guardrails: Enable settings to prevent the AI from repeating the same opening lines or making risky statements like admitting fault or promising refunds.
• Sensitive Review Holds: Set high-risk reviews to be held for human review before any response is posted.
• Live Response Preview: Test how the AI will respond to positive, neutral, or negative reviews before finalizing your configuration.

Reputation Tracking Dashboards

Reputation Tracking Dashboards

Monitoring client feedback and the firm's online reputation is now more streamlined. You can now track review requests, customer reviews, and response performance directly from your Location Dashboard using specialized widgets.

1. Open your Location Dashboard.
2. Access the widget library and select the Reputation category.
3. Add widgets to track specific metrics such as review request trends, average ratings, or response rates.
4. Use filters to view data by date range, rating, or source.
5. Resize and rearrange widgets to create a custom dashboard that highlights the metrics most important to your firm.

Tip: You can combine reputation metrics with other business data to see how client feedback correlates with your overall performance.

Social Comments in Inbox

Social Comments in Inbox

Instead of switching between different social media platforms and your CRM, you can now manage all social media comments directly within the Cogent CRM Conversations Inbox. This allows your team to turn public engagement into private, high-intent conversations seamlessly.

• View Comments: Find social comments in the inbox, which include the commenter's name, the original post, and the platform used.
• Contextual Replies: Use the Public Reply feature to answer a comment or the Send DM feature to move the conversation into a private thread.
• Automated Lead Creation: Every new commenter is automatically added as a contact in your system.
• Prioritize Intent: Configure settings to flag comments containing specific keywords like "price" or "how much" to identify high-intent leads quickly.

How-to: Use noise cancellation in Voice AI

Noise Cancellation and Backchanneling in Voice AI

To make AI-driven phone interactions feel more natural and professional, you can now enable advanced audio settings. These features help reduce background noise and add human-like affirmations to your AI agent's speech.

1. Access the Advanced Settings within your AI Agent configuration.
2. To enable human-like affirmations, configure Backchanneling by selecting phrases like "got it" or "uh-huh" and setting the frequency.
3. To improve audio quality, enable Noise Cancellation to filter out caller background noise and secondary voices.
4. Adjust Interruption Sensitivity to control how the AI handles being interrupted during a live call.

How-to: Use hands-free voice mode on the mobile app

Hands-Free Voice Mode on the Mobile App

For staff working remotely or on the move, the Cogent CRM mobile app now includes a hands-free voice mode for the Ask AI feature. This allows you to have a spoken conversation with the AI to retrieve information quickly without needing to type.

1. Open the Ask AI chat bar in the mobile app.
2. Tap the Voice Mode icon and grant microphone permissions when prompted.
3. Speak your request naturally; you will see real-time transcription and synchronized audio responses.
4. Use the Interrupt feature to stop the AI mid-response if you need to change your question.
5. Connect a Bluetooth headset for a more seamless, hands-free experience.

Tip: Your voice conversations are automatically saved in your unified text-and-voice conversation history for later review.