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Jon Ross
Joined Oct 16, 2021
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Last activity Jan 07, 2025
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Latest activity by Jon Ross
Jon Ross commented,
Hi Antonio Naddeo, you can achieve the behaviour you are looking for by using a trigger to close the ticked when the agent moves it to Solved. Control of the conversation is passed back to the Bot when the ticket is closed. Please see this article https://support.zendesk.com/hc/en-us/articles/4408824482586-Managing-conversation-handoff-and-handback for additional details. Thanks!
View comment · Posted Feb 16, 2024 · Jon Ross
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Jon Ross commented,
Hi Everyone, thanks so much for your responses here and for providing this feedback. A few things to address:
- To answer a question from Paul on this matter (and hopefully clarify the situation), Bot Persona will be available as an EAP very soon. This is an Advanced AI feature, which allows admins to adjust the tone of AI-generated responses. It does not enable the ability to customise the bot avatar. I understand the confusion though, since the graphic shows a custom bot avatar.
- We are thrilled to share that due to the feedback we have received, we are prioritising the ability for admins to customise the bot avatar and aim to deliver this feature in Q4. This will be available independently of advanced AI features.
Thanks again for your feedback, we will follow up in this thread when the customised bot avatar feature is delivered.
View comment · Posted Sep 14, 2023 · Jon Ross
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Jon Ross commented,
Hi Ola, thanks for reaching out!
Multiple Conversations is something we will be working on adding to the Zendesk Messaging Experience later this year. In the meantime, multiple conversations can be achieved (through additional customization) with our Sunshine Conversation platform.
Please see https://docs.smooch.io/guide/multi-party-conversations/ for further details.
View comment · Posted Mar 04, 2022 · Jon Ross
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