Faster, more collaborative and sustainable technical support. Discover release 9.5
Acty release 9.5 introduces new features designed to make remote technical support even easier to manage, more immediate for customers and more effective for operators. From quick access via PIN code to the new Group Chat, from smart notifications to the ESG Dashboard, Acty continues to evolve to help companies reduce intervention times, improve collaboration between teams and customers, and measure more clearly the environmental impact generated by remote support.
Let’s discover all the new features.
Quick access to support via PIN code
Starting a support session should be simple, especially when the customer needs immediate assistance. With the new contract management feature, WebExpert now allows you to associate specific support contracts with your customers, each with a personal PIN code. Customers can use their PIN to start a session quickly, without entering credentials or going through registration procedures.
The system automatically identifies the customer and associates them with their company. This way, the operator immediately knows who they are talking to and which company they belong to.
Main benefits:
- Faster access to support: customers can start the session using their PIN.
- Automatic identification: Acty recognizes the customer and links them to their company.
- Less time wasted: the operator does not need to manually collect basic information.
- More professional support: the assistance starts with the right context from the beginning.
How does it work?
The customer needs support and accesses Acty using their personal PIN code. Once entered, the system automatically recognizes the associated contract, identifies the customer and shows the operator the information needed to manage the request immediately. Fewer initial steps and more time dedicated to solving the issue.
Who is calling? Now you know right away
When managing many support requests every day, having the right context immediately makes a real difference. With the new release, when a customer enters the queue, the operator now clearly sees the name of the company they belong to, not just the contact name. A simple but very useful improvement to speed up request management and provide a more accurate response from the very first seconds.
Main benefits:
- Immediate context: the operator immediately knows which company the request is coming from.
- Fewer clicks: the main information is already visible in the queue.
- More personalized response: support can be adapted to the customer right away.
- More organized management: especially useful for teams supporting many companies at the same time.
Direct smartphone call, even when the app is not open
The new release also improves the customer contact experience from mobile devices. When an operator starts a call to a customer who has the Acty app installed on their smartphone, the customer receives an incoming call notification directly on the screen, even if the app is not open at that moment. It works similarly to a standard phone call: the smartphone rings, the customer sees who is calling and can answer with one tap.
The feature is available on both iPhone and Android.
Main benefits:
- More immediate contact: the customer receives the call even if they are not using the app.
- More natural experience: the call appears as a standard notification on the smartphone.
- Higher chance of response: the customer immediately sees the incoming call.
- More effective field support: ideal for technicians, operators and customers away from their workstation.
Group Chat: collaboration without boundaries
Managing a technical intervention often involves several people: first-level operators, specialized technicians, supervisors, internal colleagues and customers. Without a shared space, communication can easily become fragmented across emails, separate messages, forwards and parallel calls.
With Acty’s new Group Chat, everyone involved can take part in the same conversation, see real-time updates and stay aligned at all times.
Main benefits:
- One single conversation: operators, colleagues and customers communicate in the same space.
- Fewer intermediate steps: no need for forwards or separate conversations.
- Attachments always in the right context: documents, photos and instructions remain inside the chat.
- Faster collaboration: everyone sees the same information in real time.
- Multilingual communication: thanks to automatic translation, everyone can write and read in their own language.
How does it work?
During an intervention, the operator can create a group chat and involve other colleagues or specialized technicians. Within the conversation, it is possible to share technical documents, field photos, work instructions and operational updates. If something needs to be clarified by voice, a voice call can be started directly from the chat with a group member, without leaving Acty and without losing the context.
The chat can be adapted as the intervention evolves: members can be added or removed at any time, and the group name can be changed whenever needed. The result is more organized communication, less information dispersion and faster resolution times.
4-status smart notifications
In group chats, a simple “unread” badge is not always enough. Not all conversations have the same urgency: a customer waiting for a reply requires immediate attention, while an internal exchange between operators can be handled with a different priority. This is why Acty introduces a new 4-status smart notification system, based on an immediate color code.
Main benefits:
- Clearer priorities: the operator immediately understands where to take action.
- No customer left waiting: critical conversations are clearly highlighted.
- Less mental load: colors guide activity management.
- More responsive service: the team can focus on the most urgent requests.
- Simpler onboarding: even new operators can quickly understand priorities.
How does it work?
The new system distinguishes conversations based on the chat status:
- Red: a customer has written and no one has replied yet. This is the highest priority.
- Yellow: the customer has already been handled by a colleague, but there are unread messages.
- Grey: there are only internal messages between operators, with no customer waiting.
Each badge includes an explanatory tooltip, so the operator can immediately understand the meaning of the status and act accordingly.
Always complete support sessions and more reliable data
The quality of the data collected during support activities is essential to analyze operations, measure performance and build reliable reports. With the new release, Acty allows you to define mandatory information before a support session can be saved. For example, it is possible to require the intervention type, the product involved or the association with a specific customer to always be completed.
If the mandatory fields are not filled in, the system blocks the saving of the support session.
Main benefits:
- More complete data: important information is not left blank.
- More reliable reports: collected data is more consistent and usable.
- More controlled processes: operators are guided through completion.
- More accurate analysis: it becomes easier to evaluate interventions, products, customers and request types.
No support session forgotten
In day-to-day technical support management, some support sessions may remain open, incomplete or not saved correctly. To help operators keep activities under control, Acty now visually highlights support sessions that have not yet been saved or completed directly in the call list. A colored indicator on the left side of the row immediately shows which items still require attention.
Main benefits:
- Greater operational control: incomplete support sessions are immediately visible.
- Fewer oversights: operators do not need to manually remember what is missing.
- More organized activity closure: every item can be completed correctly.
- More traceable processes: support sessions remain under control until final saving.
ESG Dashboard: measure the sustainable impact of remote support
Every intervention solved remotely does not only mean less time wasted and lower travel costs. It also means fewer trips, fewer kilometers traveled and lower CO₂ emissions. With the new ESG Dashboard, Acty allows you to visualize in WebExpert the environmental impact generated by the use of remote support. The goal is to help companies understand, month by month, how much the use of Acty contributes to reducing physical travel and the emissions associated with on-site interventions.
Main benefits:
- Clearer environmental data: visualize the benefits generated by remote support.
- Month-by-month monitoring: track the evolution of results throughout the year.
- Useful reports for stakeholders and audits: share concrete data with customers, partners and internal teams.
- Greater awareness: evaluate the impact of introducing a remote support tool.
- Calculation details: consult the information used to estimate the environmental benefit.
How does it work?
Inside the ESG Dashboard, Acty shows indicators such as avoided kilometers, CO₂ not emitted, equivalent trees required to absorb the saved CO₂, and the details of the calculation used.
The data is organized into summary cards and time charts, allowing the company to easily read performance trends and assess, at the end of the year, how much remote support has contributed to reducing the environmental impact of service operations.
Faster, more collaborative and measurable support
The new Acty release has a clear goal: to simplify the work of support teams and improve the customer experience.
PIN access makes session start-up faster. Company visibility in the queue immediately provides the right context. Mandatory fields and visual indicators help keep data complete and activities under control. Group Chat and smart notifications improve collaboration. The ESG Dashboard also makes it possible to measure the environmental value of remote support.
Acty continues to evolve as a platform for managing remote technical interventions in a faster, more traceable and coordinated way.
What will you get with the Demo?
• Free consultation with our experts • Full software demo
• Personalized implementation ideas