William Flaugher
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Total activity44
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Last activity
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Activity overview
Latest activity by William Flaugher-
William Flaugher commented,
We're running into this same issue as well. In addition to the inconvenience of changing a channel BACK to email every time we want to continue the conversation via email, the risk of an agent acci...
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William Flaugher commented,
Hi Hiedi Kysther Just checking back in on this to see if there have been any updates on timelines for this feature. We've recently enabled messaging, which has replaced the "live chat" widget on ou...
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William Flaugher commented,
Sean Chuang it's the same problem that we face with callback requests. Both paths go directly to the pre-defined confirmation message, which creates an incredibly disjointed feel for callers. Voice...
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William Flaugher commented,
Are you able to clarify what happens if a ticket is handed off to an agent outside of business hours? I can see the option to configure a path based on whether or not it's inside/outside business h...
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William Flaugher commented,
@... - this is a limitation that a lot of people have asked about on this thread. Does zendesk have any plans to allow channels to come in however your customers prefer? By this, I mean giving us t...
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William Flaugher commented,
David - while it's not through the explore function, I was able to find a workaround through the Talk History dashboard that Aubree just mentioned. If you go to Settings, click "Talk", click "Histo...
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William Flaugher commented,
Thanks for the response, Aubree! Would this essentially mean that the user has never had a completed call in the psat? At what point are user profiles created? If this is the case, is there any way...
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William Flaugher commented,
Great post and thanks for the information! Can you please confirm what it means when the "End-user name" field is empty for a call? For example, after creating this query, I'm seeing a few callers ...
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William Flaugher commented,
@... - is there a way to stop the Instagram DMs from coming through the exact same pathway as a live chat on our website? We have separate agents for web and social interactions, so it creates a si...
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William Flaugher commented,
Thanks for the post, Carl - this is very helpful. As one quick issue, I seem to be having problems with the "{{agent.signature}}" placeholder. While I do have a signature listed on my profile, and ...