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Liam Kelly

Joined Apr 15, 2021

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Last activity Oct 07, 2024

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ACTIVITY OVERVIEW

Latest activity by Liam Kelly

Liam Kelly commented,

CommentSetting up Talk

We have run into an issue where enabling callbacks on our lines causes a substantial increase in abandoned calls. 
Apparently customers are hearing the message and hitting 2 during the message and hanging up (they don't know they have to wait for a confirmation), these calls are then considered abandoned and no callback request is created. 

Is that how it is supposed to work? Human nature pretty much dictates they will press 2 immediately instead of waiting for the music to start. 

 

 

 

View comment · Posted May 21, 2024 · Liam Kelly

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Liam Kelly commented,

CommentTeam members and groups

With idle timeout disabled, how long does it take for an agent who loses connection to be set to offline? 

View comment · Posted Apr 18, 2024 · Liam Kelly

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Liam Kelly commented,

CommentBuilding reports

Will there be metrics regarding proactive messaging? We would like to see how this is working for us.

View comment · Posted Feb 09, 2024 · Liam Kelly

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Liam Kelly commented,

CommentWeb Widget documentation

How do we change the orientation of articles in the widget?  It is odd that they display horizontally in such a narrow window. 

View comment · Posted Dec 14, 2023 · Liam Kelly

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Liam Kelly commented,

CommentUsing legacy AI agent functionality

How do I see the flow builder? My screen looks very different from what I see here. Is there something I am missing?

View comment · Edited Oct 26, 2023 · Liam Kelly

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Liam Kelly commented,

CommentSetting up Agent Workspace

How do we handle the fact there is only one chat widget and we have multiple brands? It seems that agent workspace doesn't play well with branding or differentiating between brand groups. 

 

View comment · Posted Oct 26, 2023 · Liam Kelly

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Liam Kelly commented,

Community comment Feedback - Ticketing system (Support)

How useful is the bot?

 

Let's see, after creating the request for a major broken feature. It's been 2 hours and I have no response nor even a ticket open in my account. 

 

Apparently I no longer have ANY way to contact support. Zendesk Fix this. 

View comment · Posted Oct 23, 2023 · Liam Kelly

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Liam Kelly commented,

Community comment Feedback - Ticketing system (Support)

Zendesk is really aggressive about closing tickets, apparently so they don't have to work on them. It's really annoying to have a long weekend and have your tickets closed without warning. 

View comment · Posted Sep 11, 2023 · Liam Kelly

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Liam Kelly commented,

CommentRouting

Where do we enable this? I am trying to test it yet I can see no reference to Omnichannel routing anywhere in our instance. 

View comment · Posted Apr 24, 2023 · Liam Kelly

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Liam Kelly commented,

CommentHow to manage the help center

No. This is not alright. Why did this just start happening? We have not requested any captcha be added to OUR site.  We do not use a proxy. 

This will upset our customers, Slowing them down from getting their answer is the exact opposite reason for why we use Zendesk. 
 

View comment · Edited Aug 11, 2022 · Liam Kelly

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