Dialogue Cloud Client Experience Comparison
Note
Snapper is in maintenance mode and no longer receives active feature development. Existing deployments remain supported for maintenance and critical/security fixes. Snapper is not available for Dialogue Cloud Neo (Unify).
Introduction
This guide compares Snapper, WebAgent, and Dialogue Workspace. Snapper is in maintenance mode. WebAgent handles agent interactions; Dialogue Workspace provides real-time contact-center monitoring and supervisor workflows.
To replace Snapper today, use WebAgent for agent interaction handling and Dialogue Workspace for real-time supervision and operational dashboards.
WebAgent runs in a modern web browser and can be embedded in supported Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. experiences. Dialogue Workspace provides real-time Overview, Skills, Agents, and Dialogues dashboards. In its launch version, Monitor shows dialogue details only, without joining call audio. Use the separate Supervising Dialogues for supported call listening or intervention.
Note
WebAgent (Connect) and WebAgent (Unify) are access variants of Dialogue Cloud Neo, not separate products. They can use different sign-in URLs, and supported features can vary by model and release.
High-Level Overview
| Capability | Snapper | WebAgent (Connect) | WebAgent (Unify) | Dialogue Workspace |
|---|---|---|---|---|
| Product Lifecycle Status | Maintenance Mode | Active agent client | Active agent client | Available; introduced in Dialogue Cloud Neo. |
| Client Type & Deployment | Desktop Client | Browser Url | Browser Url | Browser Url |
| Supported Platforms | Dialogue Cloud V3 and Dialogue Cloud Neo (Connect) | Dialogue Cloud Neo (Connect) | Dialogue Cloud Neo (Unify) | Dialogue Cloud Neo (Unify & Connect) |
| Modalities Handled | Voice only (Chat/Email queue view only) | Omnichannel: voice and supported text channels | Omnichannel: voice and supported text channels | Real-time operational view; audio handling is not available today |
| Audio Routing Model | Relies on Teams client | Audio is handled in the Teams client. | Audio is handled in WebAgent. | Not an audio endpoint. Monitor shows dialogue details only. |
| Supervisor Tools | Agent overview, call monitoring, and statistics | Supervisor monitoring and dialogue actions | Supervisor monitoring and limited dialogue actions | Filters on Overview, Skills, Agents, and Dialogues; inspect dialogue details without joining audio. |
| Customer Journey & Timeline | ✖ | Customer history in Universal Timeline. | Customer history in Universal Timeline. | Shows current and recent dialogues; customer Universal Timeline is not available today. |
| CRM Integration | ✖ | CRM integration options. | CRM integration options. | Not available today |
| Screen Recording | ✖ | ✖ | ✖ |
Feature Comparison Matrix
Feature availability
WebAgent features depend on the selected license, connect model, and Dialogue Cloud A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability.. Inbound supervisor actions are available from DC2023.03; outbound-call supervision is available from DC2025.01. See the WebAgent License Feature Overview for license options and the Release Notes for bundle availability.
1. Call Handling & Telephony Controls
| Feature | Snapper | WebAgent (Connect) | WebAgent (Unify) | Dialogue Workspace |
|---|---|---|---|---|
| Inbound Call Delivery (Answering calls) | Teams client | Teams client | WebAgent (in Browser) | Not available today. |
| In-Call Controls (Hold, Mute, Disconnect) | Teams client | ✔ | ✔ | Not available today. |
| Direct (Blind) Transfer | Teams client | ✔ | ✔ | Not available today. |
| Consultative Transfer | Teams client | ✔ | ✔ | Not available today. |
| Delight Transfer (3-Way Consult) | ✖ | ✔ | ✔ | Not available today. |
| Skill Queue Transfer | ✖ | ✔ | ✔ | Not available today. |
| Voicemail Transfer | ✖ | ✔ | Not available today. | Not available today. |
| DTMF Tone Generation | ✖ | ✔ | ✔ | Not available today. |
| Call on Behalf / Outbound (DCI) | ✔ | ✔ | ✔ | Not available today. |
| Audio Recording Controls | ✔ | ✔ | ✔ | Not available today. |
2. Omnichannel Communication
| Feature | Snapper | WebAgent (Connect) | WebAgent (Unify) | Dialogue Workspace |
|---|---|---|---|---|
| Voice Conversations | ✔ | ✔ | ✔ | Displays active and recent dialogue information; interaction handling is not available today. |
| Live Voice Transcription (via ACS commonly known as the acronym for Azure Communication Services, Microsoft's multichannel communication API in Azure for voice, video, chat, text messaging/SMS, email, and more to applications. Not te be confused with Azure Access Control Services (AACS) a deprecating authentication service of Microsoft, also sometimes abbreviated to ACS.) | ✖ | ✖ | ✔ | Not available today. |
| Interactive WebChat & Messaging | ✖ | ✔ | ✔ | Not available today. |
| Outbound Email Client | ✖ | ✔ | ✔ | Not available today. |
| Text Conversation Audio Alerts | ✖ | ✔ | ✔ | Not available today. |
3. CRM Integration & Customer Context
| Feature | Snapper | WebAgent (Connect) | WebAgent (Unify) | Dialogue Workspace |
|---|---|---|---|---|
| CRM Embedded Pane (CIF / CTI) | ✖ | ✔ | ✔ | Not available today. |
| Automatic Contact Match | ✖ | ✔ | ✔ | Not available today. |
| CRM Case / Ticket View | ✖ | ✔ | ✔ | Not available today. |
| Customer Journey Timeline | ✖ | ✔ | ✔ | Shows current and recent dialogues; a customer journey timeline is not available today. |
| Call Classification (Tagging) | ✖ | ✔ | ✔ | Not available today. |
4. Supervisor & Monitoring Capabilities
| Feature | Snapper | WebAgent (Connect) | WebAgent (Unify) | Dialogue Workspace |
|---|---|---|---|---|
| Supervisor Listen Mode | ✔ | ✔ | Limited: supervisor joins unmuted. | Not available in the launch version. Monitor shows details only, not call audio. |
| Supervisor Whisper Mode | ✔ | ✔ | Not available today. | Not available today. |
| Supervisor Talk Mode | ✔ | ✔ | Limited: supervisor joins unmuted. | Not available today. |
| Supervisor TakeOver Mode | ✔ | ✔ | Not available today. | Not available today. |
| Outbound Call Supervision | ✖ | ✔ | ✔ | Dialogue details only; no audio supervision in the launch version. |
| Real-Time Queue & SLA Dashboards | ✔ | Dialogue and queue views | Dialogue and queue views | Overview, Skills, Agents, and Dialogues dashboards; select a row to inspect details. Closing the panel with X is not an audio disconnect. |
5. Presence, Reason Codes & State Management
| Feature | Snapper | WebAgent (Connect) | WebAgent (Unify) | Dialogue Workspace |
|---|---|---|---|---|
| Reason Codes | ✔ | ✔ | ✔ | Agent presence is displayed; reason-codes are not visible today. |
| Microsoft Graph Presence Sync | Client-bound | Cloud-to-Cloud | Cloud-to-Cloud | Cloud-to-Cloud |
| Wrap-up / Discharge Duration Timer | ✔ | ✔ | ✔ | Not available today. |
| A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. Sign-In / Sign-Out | ✔ | ✔ | ✔ | Not available today. |
| Contact Groups & Favorites | Stored locally | Centralized Storage | Centralized Storage | Not available today. |
| Colleague Agenda / Calendar View | ✖ | Built-in | Built-in | Not available today. |
| Supervisor: Remote Presence Updater | ✔ | ✖ | ✖ | Not available today. |
Replacing Snapper
When replacing Snapper, plan to use WebAgent and Dialogue Workspace together:
- Agent interaction handling: Use WebAgent for configured voice and text-channel work, contact context, and CRM integration where available.
- Supervision and operations: Use Dialogue Workspace for real-time overview, skills, agents, and dialogue details. Use WebAgent separately for supported call listening and intervention.
- Choose a WebAgent license: Available features depend on the selected license option. Compare options in the WebAgent License Feature Overview.
- Check your deployment: Feature availability can depend on connect model, release, license, and configuration. Confirm these details before rollout.
Longer-term direction
The aim is to bring WebAgent capabilities into Dialogue Workspace and allow customers to define roles for different responsibilities, such as agents, supervisors, and other roles like trainers. Until these configurable roles are delivered in Dialogue Workspace, use the WebAgent and Workspace combination described above.