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Derek Feswick
Joined May 13, 2021
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Last activity May 19, 2023
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Latest activity by Derek Feswick
Derek Feswick commented,
It appears that if a person belongs to our US group and receives a chat, they are not able to transfer it to a member of another group (say, the Canadian Group) - the chat is cut off and the interaction comes to a close. Is this the expected behaviour? Can we not hand off chats between groups?
View comment · Posted May 19, 2023 · Derek Feswick
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Derek Feswick commented,
Appreciate the reply - I did figure it out eventually :) ...created a new group for Chats and now we're able to transfer without ending the conversation. Thanks!
View comment · Posted Apr 03, 2023 · Derek Feswick
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Derek Feswick commented,
transferring the chat to another agent seems to close the chat for both parties - def not ideal. What's the workaround or solution for this please?
View comment · Posted Mar 30, 2023 · Derek Feswick
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Derek Feswick commented,
All of the shortcuts we'd previously added don't appear to be available... do we need to recreate them all as Macros? Was handy to simply start typing and have suggested shortcuts pre-populate- has this disappeared?
View comment · Posted Mar 24, 2023 · Derek Feswick
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Derek Feswick commented,
We have schedules set up in ZD but still have to manually open and close our phone lines... is there a way to automatically have the 'our office is closed' messaging turned on in IVR according to this schedule? Thanks. Derek
View comment · Posted Apr 07, 2022 · Derek Feswick
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Derek Feswick commented,
We've successfully set this up and have sent some test texts - working properly, however the ticket then disappears and is not visible anywhere - not in 'recently updated', 'recently solved', etc.
Is there a way to fix this so there's a record that we sent the text? Thanks
View comment · Posted Apr 28, 2021 · Derek Feswick
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