This release update provides an overview of the integration with Optimove, and the new feature added to the AI & Automation solution.

Integration with Optimove

Optimove is a customer data and engagement platform offering advanced segmentation, campaign automation, and personalized marketing capabilities. If you are using the Optimove platform, you can now integrate your Optimove account with Comm100 to manage chats and tickets with unified customer data.

With the Optimove integration, an Optimove tab appears under the Live Chat or Ticketing & Messaging tab in the Agent Console. This tab displays customer information synced from Optimove, and any updates made by agents can be automatically pushed back to the Optimove system to keep data consistent across platforms.

To learn more about integrating Optimove with Comm100, see this article.

AI Copilot Entry in the Agent Console

AI Copilot helps agents work more efficiently by providing real-time assistance directly within the Agent Console. In addition to offering instant answer suggestions during live chat, agents can now switch to the new AI Copilot tab to ask questions, refine wording, or seek guidance—allowing them to leverage Copilot beyond pre-generated suggestions.

To learn how to use AI Copilot to generate suggested answers, see this article.