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Anna

Joined Apr 16, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Anna

Anna commented,

CommentSetting up Agent Workspace

Agree with a lot of comments on here. Removing the ability for agents to begin chats is one of the biggest issues we are seeing. Chats are disconnected and when the customer comes back we can't prioritize them. Agents cannot select visitors to start chats with if they are already working with that customer. There is no way for an agent to start a proactive conversation with someone who has been sitting on the site. I see a lot of comments around this and I hope you'll be making this update quite soon as it really inhibits the value of Agent Workspace.

View comment · Posted Sep 13, 2021 · Anna

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Anna commented,

Community comment Feedback - Ticketing system (Support)

This would be helpful for us as well. We have a brand that only offers email support at this time and flow builder would be very helpful in guiding customers to self-serve before giving them a form to fill out and contact support. 

View comment · Posted Aug 04, 2021 · Anna

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Anna commented,

Community comment Q&A - Talk and text

Agree with Tracy. We would like to do the same thing as our wait time is set to the maximum (20 minutes) and customers get frustrated with longer wait times. We want to remind them while they are waiting on hold that they can press 1 to redirect to voicemail or they can press 2 to request a callback when an agent is free. 

We are looking for a workaround for this and the only recommendation was to record our own wait greeting which would need to include both wait music and the greeting reminder at the 5 minute mark. Being able to select wait time reminders at select intervals during the wait time would be incredibly beneficial for us.

View comment · Posted Aug 19, 2019 · Anna

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