March 2025

Momos Product Updates: Streamlined Case Management for Efficient Handling & Happier Customers

March 2025 Release

What’s New

Easier Tracking and Resolution with Cases in Inbox

What: Cases (formerly Forms) has evolved from a simple Contact Us page replacement to a comprehensive ticket management system within Momos Inbox. Now, you can create custom tickets directly in Inbox, standardize workflows with admin-configurable case templates, and manage customer issues from multiple channels in one place.

How to use

For Admins:

1. Go to the admin section and click "Create"

2. Select "Custom Inbox Ticket" option

3. Choose your brand and name your template (e.g., "Contact Center Cases")

4. Customize fields beyond the defaults (name, email, location, description)

5. Configure collaboration settings and properties

6. Publish your template

For Agents:

1. Look for the new "Create Case" button in Inbox (appears once templates are created)

2. Select the appropriate case template (if multiple exist)

3. Fill in all required fields and add detailed descriptions

4. Assign the case to team members

5. Add internal comments for collaboration

6. Create the case to begin tracking and resolution

All existing functionality works seamlessly with Cases, including assignments, internal comments, resolution status, tagging, property management, and customer communications.

Walkthrough Video

More Intuitive and Scalable Case Management with “Forms” as “Cases”

What: "Forms" are now "Cases," reflecting their expanded functionality. Each Case Template includes a Guest Form, Internal Form, and Submissions Card for analytics. Manage customer interactions across multiple channels, including email, and create custom case templates tailored to your business needs.

How to use:

1. Navigate to the Cases Template (formerly Forms Template)

2. Create a new case template by clicking "Create"

3. Choose from four template types:

   • Email Cases

   • Contact Us Page Cases

   • Custom Inbox Tickets

   • Zendesk Cases (enterprise only, requires whitelisting)

4. Configure your template with customizable fields for both guest and agent views

5. Add collaboration settings to define what agents will see when creating tickets

6. Include relevant properties or add new properties directly from the template screen

7. Publish your template to make it available in Inbox

Once published, agents can create tickets directly from Inbox using your custom templates, streamlining how your team manages and responds to customer interactions.

Walkthrough Video

Get Better Segmentation with Custom Properties

What: You can create and assign properties to any feedback type in Inbox, making it easier to categorize and organize customer interactions. This flexibility drives better segmentation and workflow efficiency.

How to use:

1. Access properties configuration through the Settings tab

2. Navigate to Inbox settings and select the appropriate level:

   • Global level: Properties apply to all tickets across your account

   • Brand level: Properties specific to individual brands

   • Feedback level: Properties for specific forums, surveys, direct messages, or review channels

3. Click "Create" to add a new property

4. Choose from various property types:

   • Single select dropdown

   • Multi-select tags

   • Short text box

   • File attachments

   • Email addresses

   • Numbers

   • And more

5. Name your property (e.g., "Issue Category", "Resolution Notes")

6. Add options for dropdown or multi-select properties

7. Reorder properties as needed to prioritize important information

8. Save your changes

Once configured, agents can easily update these properties in real-time while working on tickets, with automatic saving and confirmation notifications.

Walkthrough Video

Manage Customer Feedback More Efficiently with Properties on Mobile

What: Access and manage properties directly within the Momos mobile app so you can filter and interact with feedback seamlessly wherever you are. This update enhances operational agility across the board.

How to use:

1. Download the latest version of the Momos mobile app

2. Navigate to the Inbox section

3. Select the properties section within the feedback section

4. Edit properties by tapping on the specific property field

5. Select from dropdown options 

6. Changes save automatically in real-time

7. Use the filter option to sort and find feedback based on property values

Properties configured in your web dashboard will automatically sync to the mobile app, maintaining consistency across all platforms.

Walkthrough Video

Discover Location-Specific Trends with Day Parts & Day of Week Insights

What: Get deeper insights by analyzing survey responses based on the day of the week and the time of day. Identify location-specific trends and operational patterns for proactive measures.

How to use:

1. Navigate to Survey Analytics

2. Locate the new "Day of Week by Location" table

   • View metrics (OSAT, CSAT, ratings, etc.) by day of week for each location

   • Download reports as CSV files for further analysis

3. Explore the "Day Part" table to analyze metrics by time of day

4. Configure custom day parts:

   • Click "Settings" directly from the table or access via Settings > Day Parts

   • Add new day parts (e.g., Breakfast: 7am-10am, Lunch: 12pm-4pm)

   • Edit existing day parts by adjusting time ranges

   • Delete unnecessary day parts

   • Save changes to update your analytics view

5. Refresh the analytics page to see your customized day parts with corresponding data

This feature helps identify when and where operational improvements are needed, allowing for targeted actions based on specific days and times.

Walkthrough Video

Quickly Understand Customer Satisfaction Levels by Location 

What: NPS data from survey “Point Scale” responses now appears in the Location Leaderboard, offering an at-a-glance breakdown of customer satisfaction across outlets.

• What is NPS? Net promoter score (NPS) is a market research metric based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service to a friend or colleague.

How to use:

• Access the Location Leaderboard in your dashboard

• Find the new NPS column showing scores for each location

• Understand how NPS is calculated:

  • For 1-10 scale: Percentage of promoters (9-10) minus percentage of detractors (0-6)

  • For 1-5 scale: Automatically adjusted to maintain comparable scoring

• Create or edit surveys with Point Scale questions:

  • Navigate to Survey Builder

  • Add a Point Scale element

  • Choose either a 1-5 or 1-10 scale option

• Compare NPS across different locations to identify high and low performers

• Use location-specific NPS data to target improvement initiatives where they're most needed

Walkthrough Video

A Richer, More Customizable Dashboard for Outbound Campaign Analytics

What: The Outbound Campaigns Analytics Dashboard now displays a broader range of metrics with customizable visualizations (line, bar, or pie charts). Users can copy chart links with retained filters and compare up to five campaigns simultaneously for deeper performance insights.

How to use:

• Access the upgraded Outbound Campaigns Analytics Dashboard

• View time-series visualizations for all key metrics:

  • Toggle between line, bar, and pie chart views (where applicable)

  • See metrics grouped by campaign type (email, SMS, offers)

• Compare campaign performance:

  • Use the campaign filter to select up to five campaigns for comparison

  • Benchmark performance across multiple campaigns simultaneously

• Customize your view:

  • Add or remove metrics to focus on what matters most

  • Filter the table at the bottom to find specific campaigns quickly

• Share insights easily:

  • Copy direct links to specific charts that preserve all filter settings

  • Download the entire dashboard as a PNG file for reporting

• Note that displayed metric sections adapt to your account activity:

  • Email metrics appear only if you've sent email campaigns

  • SMS metrics appear only if you've sent text message campaigns

  • Offer metrics appear only if you've sent offers

Walkthrough Video

What’s Improved

✨ Consistent Phone Number Formatting

• We’ve standardized phone number formatting across web and mobile, displaying country codes based on the merchant’s location while respecting the sender’s submitted phone code. 

• This eliminates confusion and ensures consistency in contact information across all touchpoints.

Watch a walkthrough here.

✨ Cleaner Email Subject Lines for Surveys & Forms

• No more removed long, auto-generated IDs from survey and form email subject lines! 

• This update makes emails look more professional and customer-friendly by aligning them with your brand image.

Watch a walkthrough here.

✨ Drive Higher Conversions with Offer Cards on Surveys 

• You can now enable the offer details card on your surveys' welcome and personal info pages. This enhancement helps merchants running promotional offers increase survey completion rates.

Watch a walkthrough here.

✨ Consistent Survey Details Across Web and Mobile

• We’ve aligned survey submission data across web and mobile, ensuring a consistent experience no matter where you access it. You can now get better data clarity and have previous discrepancies resolved.

✨ Assignment Rules Pagination and Filtering

• Pages now load faster than ever. We also added global top filters for searching through extensive rule lists. This update streamlines rule management, making finding and managing assignments easier.

Watch a walkthrough here.