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Configuring the live chat for returning customers conversational style



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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5 comments

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Gareth Elsby Test

Zendesk Luminary

Hey Rob Stack it looks like the images and business rules aren't quite right here.

to match your first image, it should be 
Ticket: Hours since status category solved > (Business) is > 1

and your action should be closed and not solved

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Dave Dyson (gmail)

Community Moderator

Rob Stack

I agree with Gareth Elsby Test, and additionally -- can you use higher-resolution screenshots? These are hard to read, even when you open them in a new tab and zoom in. Thanks!

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Rob Stack

Zendesk Documentation Team

Hi CX Perfect and hi again Dave :-) 
I'll get this fixed soon and also generate some new screenshots. Thanks for pointing this out!

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Hi! I have a problem… I'm thinking of using the chatbot, without the messaging part. In this case, all the answers we create will suggest an article from our FAQ or will request for the user information so we can answer by email, and only by email, never live chat. However in my tests, I noticed that the only way to submit a ticket as SOLVED is if the agent is online (as it comes from the channel Messaging, I imagine). Is there a way to change that? 

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Hiedi Kysther

Zendesk Customer Care

Hi Thais Souza da Silva 

You should be able to submit a ticket as Solved, regardless if an agent is online or not. I'd like to investigate this further with you, I've created a ticket on your behalf so kindly check your inbox for my email. 

Speak soon! 

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