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Chris Smith

Beigetreten 15. Apr. 2021

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Letzte Aktivität 30. Okt. 2024

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KommentarBusiness rules

We have a very nuanced business with about 100 triggers in play. A small number of triggers capture the bulk of the volume while the remaining triggers capture the most nuanced volume. Is it best to place the high capture triggers at the front of the progression or place the lower, nuanced triggers at the front?  Does it matter?

Kommentar anzeigen · Gepostet 30. Okt. 2024 · Chris Smith

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KommentarChat best practices and recipes

How can I make this trigger work with multiple departments of varying operating hours (e.g. Dept. Fred's operating hours are closed but Dept. Barney and Dept. Betty is open)?  Need to give Dept. Fred customers a closed message. I'm guessing the Queue Size (account) condition is not relevant. 

Kommentar anzeigen · Bearbeitet 21. Okt. 2024 · Chris Smith

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Community-Kommentar Feedback - Voice (Talk)

I would like to forgo the pop-up and be able to route calls directly to agents w/ an audible tone upon arrival (eliminate the need for acceptance). This is beneficial for agents assigned to only the phone channel. 

Kommentar anzeigen · Gepostet 01. Aug. 2024 · Chris Smith

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KommentarChat best practices and recipes

Is there a limit to the number of conditions a trigger will check? 

 

I have approx. 30 unique URL's requiring routing to a specific group. My trigger conditions currently state: 

Visitor loaded the chat widget

Check any of following condition

Visitor page URL - Contains - ABC123 

 

Seems like I've run out of room to add all of our unique URL's.

Kommentar anzeigen · Gepostet 25. Juli 2024 · Chris Smith

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KommentarSetting up and using Text

I need to two unique text notifications: 1) customers contacting us inside of operating hours; and 2) customers contacting us outside of operating hours. No problem setting up a trigger for the first, but is there a trigger recipe for the second scenario? 

Kommentar anzeigen · Gepostet 20. Mai 2024 · Chris Smith

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KommentarSetting up and using Text

Trying to find instruction on including a pdf file in an SMS response to an end user (customer). Anyone have any information on this?

Kommentar anzeigen · Gepostet 17. Mai 2024 · Chris Smith

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KommentarSetting up and using Text

Is there a trick to making the SMS number clickable on mobile devices?

Kommentar anzeigen · Gepostet 15. Apr. 2024 · Chris Smith

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Community-Kommentar Feedback - Reporting and analytics (Explore)

+1 on this.

Kommentar anzeigen · Gepostet 27. Dez. 2022 · Chris Smith

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Community-Kommentar Feedback - Voice (Talk)

Has a legitimate ETA been announced?

Kommentar anzeigen · Gepostet 07. Dez. 2022 · Chris Smith

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Community-Kommentar Feedback - Voice (Talk)

Karen Hynes

I won't rehash the core tenets to agent performance for everyone. What has been requested (as far back as '18) is part of off the shelf reporting features in most platforms in this market. I think there's a growing concern this matter is not being given the attention it deserves. Can we get a more defined timeline other than Q4? 

Kommentar anzeigen · Gepostet 06. Okt. 2022 · Chris Smith

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