Pedro Cassian
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Total activity33
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Last activity
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Activity overview
Latest activity by Pedro Cassian-
Pedro Cassian created a post,
Satisfaction feedback survey over the phone
AnsweredHello The satisfaction survey feature is very important to us and its very helpful on email/chat tickets but this is not possible for calls, we are hoping to have a similar feature for calls where ...
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Pedro Cassian commented,
does anyone know if there is an update to this? or where I could place the request for this feature? thanks ! the survey is great for emails but would love to have a simple way to do it for calls
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Pedro Cassian created a post,
Request: Separate schedule for messaging
Hello In Live Chat, we could set a different schedule but in messaging we cannot do this anymore, it has to stick to the business schedule. with daylight savings time changes this has become an iss...
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Pedro Cassian commented,
When a customer has started a chat with an agent via messaging, and then does not reply for some hours and comes back, normally the chat is updated with the same agent to follow up, however sometim...
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Pedro Cassian created a post,
Messaging - allow chats to be passed to another agent if away
sometimes our customers start a conversation and then go away and come back hours later and the ticket opens up again with the original agent, unfortunately sometimes the agent that was chatting w...
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Pedro Cassian created a post,
Messaging - don't allow customers to send messages before inputting name/email since agents don't receive these until they do
Currently, with chat messaging, a user is able to send messages even though they have not entered their name and email, I believe this should be disabled because the ticket is not created until t...
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Pedro Cassian commented,
Hello! I switched over to messaging from live chat but contemplating switching back for now, we currently want to remove the name and email fields from the chat which doesn't seem to be possible in...
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Pedro Cassian commented,
so from my understanding, once this is out of beta I can stop using a round robin add-on and use this feature to auto assign tickets to agents?
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Pedro Cassian commented,
Hey there @... I haven't yet been able to reconcile the numbers just yet 1370 total calls but 657 voice tickets- 255 abandoned/not answered calls so missing about 458 tickets from calls it shows 3...
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Pedro Cassian commented,
Thanks Hiedi Kysther! just to clarify, is this for both "chat" and "messaging" or just "chat", I'm actively trying to accomplish this for the "messaging" widget, but this API seems to be for the we...