What's new in the Thulium system

Repetitive questions, after-hours calls, or lack of available agents don't have to mean lost customers. We are working on an AI Voice Agent that will answer calls, recognize the caller's intent, and take appropriate action—whether answering FAQs, routing the call, scheduling a callback, or creating a ticket complete with a transcription. With access to the Thulium knowledge base, e-commerce integration data, and external APIs, it will handle conversations using up-to-date information. The result? Fewer missed contacts, more automated resolutions, and more time for your agents to focus on the cases that truly require a human touch.

Do you handle messages from Allegro buyers every day? Soon, you won't need to switch between multiple panels anymore. Thanks to the integration with Allegro Message Center, all conversations related to products and orders will land directly in Thulium as tickets. For every conversation, you will instantly see the linked order or product and quickly jump to Allegro. Manage single or multiple Allegro accounts in one place while leveraging all the features of Thulium. Faster responses, better work organization, and a higher quality of buyer support.

The more sales channels you have, the bigger the challenge of maintaining consistent customer service. That’s why we are soon launching an integration with the Black Red White Marketplace. Messages from buyers will flow into one place alongside your other communication channels. This ensures your team works according to the same established processes, and their efficiency can be easily analyzed using built-in reports and metrics. A single workspace, unified processes, and full control over service quality—no matter where your customer made their purchase.

Do you sell on the Decathlon Marketplace? Soon, you will be able to handle customer messages directly within Thulium. This integration will turn every conversation into a ticket, allowing you to leverage the system's full capabilities—including automation, AI, contact history, ticket prioritization, and categorization. Additionally, you will be able to quickly check order details right from the ticket view and jump straight to the order in your Decathlon panel. Your entire customer service in one place—no more switching between systems.

Do you want to encourage website visitors to get in touch more effectively? Soon, Click2Contact will feature new interactive nudges designed to capture customer attention even better and direct them to the right communication channel. You will be able to add eye-catching graphics and buttons leading straight to a chat, a message form, or a callback request. More personalization options, a more engaging widget, and an even simpler path to initiating contact.

Do you want to automatically tag calls based on what actually happened during the conversation with the customer? We are working on AI Auto-tags, which will analyze the transcript and apply the appropriate tag once it detects events you have defined — such as a request for time to think it over or a confirmation that the issue has been resolved. Less manual work, faster search for important conversations, and even better control over service quality.

Every company has its own way of communicating with customers. That is why we are working on the AI Response Templates feature, which will allow you to combine the speed of artificial intelligence with your brand's unique style. The AI will handle preparing the content of the response, while you decide how the message should begin and end. As a result, every response will be not only factually accurate, but also fully consistent with your company's communication style.

Do you want to improve the quality of conversations within your team, but providing regular feedback to agents requires listening to calls and spending a massive amount of time? We are working on the AI Feedback feature, which will help you analyze conversations faster and catch both communication strengths and areas that need improvement. The AI will automatically analyze the flow of the conversation and prepare ready-to-use development tips for the agent — including empathy, conversation dynamics, and communication style. Less manual analysis, faster coaching, and even easier building of high-quality customer service.

Sales, orders, and customer service even closer together! We are preparing an integration with the Sellasist platform, which will help connect customer service with the daily work of e-commerce teams. Thanks to this, an agent answering a phone call, responding to a ticket, or handling a chat will instantly see the most important information about the customer and their current orders — without switching between systems or manually searching for data. Faster service, full conversation context, and even more convenient customer management — right when time matters most.

Do you handle Allegro complaints and want more control over the process? Soon you’ll be able to do this directly in Thulium. We’re working on a feature that will allow you to map the entire Allegro complaint process within the Thulium system—in accordance with the required steps. This will allow you to manage complaints in two key stages: first, determine how to handle the product return, and then make a decision regarding the complaint. All in one place, without having to switch between systems. Less chaos, more control—exactly where you need it.

Do you have tickets where, during a conversation, it turns out the issue concerns a different person than the one it was originally assigned to? Until now, correcting this situation could be difficult or require additional steps. To streamline workflow in these situations, we're adding the ability to change the assigned Client in a ticket. The system will allow you to easily transfer a ticket to a different Client without losing the context of the case. If other email addresses have already appeared in a given conversation, the system will suggest specific records from CRM, further speeding up the process.

Do you want to tailor call evaluations precisely to your standards and processes? We’re working on a feature that will let you create your own call evaluation criteria - exactly tailored to your business. Just describe what’s important to you, and the AI will take care of the rest. This gives you full control over how call quality is analyzed and allows you to tailor the evaluation to real-world customer service scenarios. Even more flexibility and an even better fit for your processes - without limitations.

When working in chat, it often happens that an agent starts typing a response but then has to switch to another conversation or leave the module. Until now, such an unfinished message might have been lost. That’s why we’re introducing a draft feature in Thulium chats. The system will automatically save the message content as you type, and a notification about the saved draft will appear in the chat list. This convenient solution improves workflow efficiency, prevents content loss, and makes it easier to manage multiple conversations simultaneously.

Do you have tickets that contain great solutions to recurring problems? Soon, you will be able to easily turn them into structured knowledge for the entire team! We are working on a new feature that will allow you to quickly create a knowledge base article based on a ticket. AI will automatically prepare content suggestions and create a coherent description of the solution, which you can then edit before publication. This will allow real customer cases to be transformed into valuable articles more quickly, and the knowledge base will grow based on real service situations.

When working with customers, there are often further steps to be taken, such as calling back, sending information, sales follow-up, or verification of arrangements. To ensure that such matters do not get lost between conversations and other issues, we are preparing a new feature, i.e., the ability to create and link tasks directly to the customer's card in CRM. This way, tasks will be assigned to a specific contact and visible in their card—in one place, along with other information about the customer. It's a convenient way to organize activities, improve service continuity, and ensure that no important follow-up is overlooked.

Do you ever wonder what customers ask about most often or what issues come up repeatedly in conversations? We are working on a new feature that will automatically recognize the intent of each conversation and then identify the most frequently asked questions and customer issues. All based on automatic call transcription. This new tool will help you understand customer needs faster, spot trends, and respond before a minor issue turns into a bigger problem.

When writing messages, do you often use the same proven ready-made responses? Soon, Thulium will allow you to do this faster—without interrupting your message writing. We are working on a new feature that will allow you to call up response templates directly while typing text in a chat or ticket. It's a small improvement to the interface that will make a big difference in your daily work – less clicking, more real customer service.

Do you have modules in Thulium that you check every day, but have to search for them in the list each time? This will change soon. Thanks to a new feature, you will be able to mark your most frequently used modules! The system will automatically display them at the top of the list – in a dedicated Favorites section. No more scrolling through long lists and searching for the same settings or reports. With just one click, you'll have exactly the system elements you use most often at your disposal.

Boost your online sales without compromise! Thulium will soon be integrated with Apilo, a comprehensive e-commerce management tool that puts you in full control and offers hundreds of ready-made integrations. Thanks to this new integration, your customer service department will have instant access to customer information, enabling you to respond even more efficiently to enquiries and meet the needs of your buyers.

Enhance your Customer Service team with modern AI tools! Use ChatGPT functionalities to check the grammar of your messages or translate content into other languages. Soon in Thulium, you'll also be able to rephrase text to make it more formal, expand it, or generate summaries of your communication with customers.

Do you have an active WhatsApp Business service linked to your number? Do your customers use it to communicate with you via text? If so, soon you’ll be able to handle such inquiries and issues submitted via WhatsApp directly within the Chat module in Thulium! Easily resolve your customers’ problems while keeping the full communication history in one place.

Do you perform the same two or three actions on certain tickets every day? Do you feel like you’re spending too much time on these repetitive tasks and would like to automate the process? We’re preparing a solution tailored to your needs — ticket macros. Define the actions you want to execute on a ticket with a single click and significantly speed up your ticket resolution time!

Do you often receive recurring questions from your customers on Allegro and EmpikPlace? Looking to speed up your response process for these topics? We’re developing a new feature to help you create and insert response templates that meet the specific requirements of Allegro and EmpikPlace. Improve your customer service efficiency with Thulium!

Generate high-quality speech with a natural-sounding voice using Eleven Labs technology. It replicates human intonation and inflection with exceptional accuracy, adapting the message to the context. Leverage this pioneering Text-to-Speech technology to strengthen your brand. Stand out from your competitors with AI voices that are emotionally and contextually aware.

Looking for a place for your team to gather best practices in Customer Service? Want to share Operational Procedures with your Agents? Soon, Thulium will provide you with the ability to manage an Internal Knowledge Base, where you can easily create articles grouped into specific categories. Centralize all necessary information in one place to streamline service processes.

Scale your business effortlessly and expand your product reach across multiple channels! Soon, you will have access to the SellRocket integration. Provide your Customer Service team with key customer information to efficiently respond to all inquiries.

Respond conveniently to inquiries from one of the most popular social media channels directly in Thulium! Social media is a highly effective customer outreach tool – leverage this and support your products on Instagram with the integration we’re preparing for your Customer Service team.

Is your Sales team using pipelines in Pipedrive? Do they need insight into the interactions your Customer Service team has had with a specific client? If you’re facing these challenges, we have the solution! Soon, for synchronized records, Thulium will automatically send information to Pipedrive about events such as phone calls or emails that took place in Thulium. Increase your team’s awareness of all activities related to a lead to maximize conversion potential.

Handle online payment transactions even more efficiently during customer interactions with your Support Team. Soon, Thulium will enable the generation of payment links or BLIK codes to facilitate the payment process through Przelewy24. Offer your customers innovative e-commerce solutions with our upcoming Przelewy24 integration.

Automate voice support using Voicebots and reduce the workload of your Consultants. Soon, Thulium will allow you to integrate virtually any commercial Voicebot solution within your SIP account. Lower your Contact Center costs while boosting service efficiency with Thulium.

Thanks to the integration with Facebook Lead Ads, you can automatically add leads to your CRM in Thulium, along with information about which form the lead came from. All data from the form can be mapped to the fields available on the Customer Card – you decide what information is key for your business. You can now also assign such a lead to a predefined CRM campaign, allowing you to maximize lead conversion through a scheduled follow-up by a Customer Service team member.

Customer satisfaction is important to you? Focused on continuously improving the quality of your Customer Service team? If so, you’ll soon be able to easily review agent ratings across different communication channels. Evaluating agent performance has never been this simple and convenient!

Zacznij wyświetlać komunikaty w Thulium dla swoich agentów z ważnymi informacjami związanymi z Twoim biznesem. Od teraz możesz wprowadzić więcej niż jeden komunikat, który domyślnie może być zwinięty bądź rozwinięty. Ustalaj w prosty sposób datę od-do dla komunikatów i personalizuj dla nich kolor. Twoi agenci będą mieć pod ręką przydatne informacje, które usprawnią im obsługę klientów.