Patrick Molyneaux

Hi,

I'm trying to test our generative chatbot, but the test window is not generating any replies. 

For context, we currently have 3rd party chatbot on production in our HC, integrated with Sunshine Conversations. It seems strange that this would block a test window, but just wanted to call that out just in case this is a known blocker.

Otherwise, the Conversation Bot is showing as connected to our Web Widget channel.

If you've had a similar issue, please let me know. Unfortunately ZD support is saying they can't troubleshoot this with me since this feature is EAP.

Thank you,

Patrick

Scenario

An agent updates a ticket that already has tags. The agent applies a few unrelated macros in order to borrow some phrasing, but does not want to attribute the associated tags, so the agent must go about removing the newly added tags.

Problem 

The tag field is now populated with tons of tags, some of them legit, and others irrelevant, and it's not easy to identify which tags need to be removed before the agent submits the ticket (Pending/Solved etc)

Here are a few ideas that would help...

1. Add a way to easily identify which tags were added in the current session vs. which tags were already there. This could be greying out the tags that were applied by the last ticket update, so that the newly added tags stand out.

2: Provide an option to remove the tags that were added after the most recent ticket update/submission. This could be a button in the workspace or an action in the macro menu.

Hi there,

I'd also like to throw my hat in the ring for this feature request. We recently rolled out chat for our team, and most of our chats require our agents to perform a few tasks on behalf of the customer. Ideally we would complete these tasks while the customer is in the chat session, but more and more often customers will abruptly leave the chat session, and a new chat will be assigned before our agent can complete their task. This makes servicing chats unnecessarily stressful for our agents, so I'd love to see something like this implemented soon. Thanks!