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Cécile Delli Zotti

Joined Nov 24, 2021

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Last activity Jul 10, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Cécile Delli Zotti

Cécile Delli Zotti commented,

CommentThird party and social messaging channels
Hi Team, 
 
I can see you already opened a ticket with us regarding this, thank you! Let's coordinate together there 😉

View comment · Posted Sep 25, 2023 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

CommentTicketautomatisierung und Zusammenarbeit

Hallo Neda, diesbezüglich gibt es kein aktuelles Problem. Wir haben gerade einen Test durchgeführt und die Anhänge können wie erwartet gesendet werden. Ich werde mit Ihnen ein Ticket erstellen, damit Sie mir einige Beispiele zur Verfügung stellen können. 

View comment · Posted Sep 07, 2023 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

CommentZendesk messaging
Hi Renu,
 
MAU stands for Monthly Active User(s):
MAUs are a way of calculating monthly usage based on a unique end-user's activity, regardless of channel.
A single customer may choose to interact with a Zendesk customer through multiple channels. The key here is that an MAU is based on the active user, rather than the channels they use.  This assumes that the active user has a unified profile meaning that we can recognize the same user across multiple channels.
 
Notification:
A notification is counted when message is sent using Sunshine Conversations' Notification API specifically. This is a a proactive/outbound message sent from the business to an end-user (example: WhatsApp Template Messages).
WhatsApp fees are concept billed to Zendesk directly and passed though to the business who incurred them. They are fees charged for every conversation and the rate varies depending on the use case and the end-user's country code.
 
This means that when an end-user messages the business, it is not a Notification because this is an inbound message.
 
You can check the Public Article for Sunshine Conversations in Suite
 
I hope it helps,

View comment · Posted Jun 22, 2023 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

Community comment Q&A - Chat, messaging, and widgets
Hi Monika,
 
Sunshine Conversations in Suite has been available since April 2023 to all the customers who have Zendesk Suite Pro+. They can enable the API keys within their Zendesk Admin Center. You can find more details in this Public Article.
 
A notification is counted when message is sent using Sunshine Conversations' Notification API specifically. This is a a proactive/outbound message sent from the business to an end-user (example: WhatsApp Template Messages).
WhatsApp fees are concept billed to Zendesk directly and passed though to the business who incurred them. They are fees charged for every conversation and the rate varies depending on the use case and the end-user's country code, you can refer to Meta documentation
 
I hope it helps,

View comment · Posted Jun 22, 2023 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

CommentCanales de terceros y de mensajería por redes sociales

Hola 👋🏽

La función WhatsApp Group no es compatible con WhatsApp Business API, esta es una restricción Meta.

Un saludo.

View comment · Posted May 05, 2023 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

CommentThird party and social messaging channels
Hi James, 
 
If you have Zendesk Talk, you'll be able to receive the phone calls within your Zendesk instance.
Here is the Article for Zendesk Talk: https://support.zendesk.com/hc/en-us/articles/4408821196314 

View comment · Posted Apr 14, 2023 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

CommentThird party and social messaging channels

Hi James,

Once the phone number is connected with WhatsApp Business API, the phone call feature is not available anymore on WhatsApp (Meta restriction). 
However, you will still be able to receive standard/classic phone calls on the device (if ou have one) or Zendesk Talk (if you have this Zendesk product). 

View comment · Posted Apr 13, 2023 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

CommentThird party and social messaging channels

Hi Georgina 👋🏽

In order to see the display name attached to the phone number on WhatsApp Business API, an Official Business Account is needed. If you connected your phone number via the self service process, you can request the Official Business Account directly via the WhatsApp Business Account you own and host. Here is the process you need to follow. Please, note that only WhatsApp decides regarding the Official Business Account approval, this is out of Zendesk control. Have a nice day

View comment · Posted Mar 13, 2023 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

Community comment Español Comunidad

Hola Kevin,

Le proporcionamos una respuesta en la conversación existente que tenemos juntos. 

View comment · Posted Oct 31, 2022 · Cécile Delli Zotti

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Cécile Delli Zotti commented,

Community comment Español Comunidad

Hola Kevin, 

Miré con mi equipo y el problema proviene del flujo de tu Answer Bot. Me pongo en contacto con usted en su dirección de correo electrónico.

Gracias

View comment · Posted Oct 27, 2022 · Cécile Delli Zotti

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