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Gabriela Manarim
Joined Jan 09, 2023
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Last activity Jan 30, 2025
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Latest activity by Gabriela Manarim
Gabriela Manarim commented,
Tetiana Gron Sure, I already made that change and was able to complete it in CSAT via email. But when the channel is WA/MSG the sending is done by the "send satisfaction survey" trigger. In this context, I can't, for example, make one brand keep the current survey and another use the customizable survey. My goal with this is to test this new option to see if it will affect my response rate, as it opens a new window for evaluation.
View comment · Posted Dec 13, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
Do we know when it will work in other languages?
Also, I don't see this option in my admin center, I only see "Generative AI" and a general copilot. Do I need any updates to my account?
View comment · Posted Dec 13, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
We need more roles to have permissions to edit settings. This is a feature for team leaders, and not everyone needs to be an administrator.
View comment · Posted Dec 09, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
I can't see the "brand" column on my page, where should I enable it?
View comment · Posted Dec 09, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
Barry Neary , regarding the previous question about using skills, I wouldn't be able to control that assignment, or does the fact that an agent belongs to a group make them receive tickets from it anyway?
View comment · Posted Nov 28, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
Is it possible to control the activation of CSAT for WA/MSG by brand? In email, I can control it through placeholders, so I'd like to control it by brand to understand if it will gradually affect the response rate.
View comment · Posted Nov 28, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
Oh, what a pitty! This is critical for my operation, so I'm flagging it as feedback: being able to manage at the agent level which group they'll receive tickets from, even if they belong to multiple service groups.
This is something that makes me stick with the paid Round Robin tool instead of using Omnichannel for case assignment.
View comment · Posted Nov 21, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
Hi Barry Neary :)
Exactly, the tickets are being assigned from all the groups that the agent belongs to. But I wanted to limit it to just a few. Is this possible?
View comment · Posted Nov 18, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
Hi Barry Neary That's a great idea, but that only solves the period when he is in triage.
The biggest impact is when he is in his normal routine (outside of triage) and because he is part of the triage group, cases come in between.
Furthermore, if I set it up for the agent to automatically accept, is there a way to prevent the ticket window from opening at the same time, and just have it assigned to him to follow up in a "my assigned cases" view?
View comment · Posted Nov 13, 2024 · Gabriela Manarim
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Gabriela Manarim commented,
Barry Neary All right here! The SLA due date functionality is now available in my account. We were really looking forward to it.
I have a question: how do I ignore tickets from a group that an agent is a part of?
Context: We have a triage group where we separate tickets by topic, but each agent takes turns at an hour of the day. If I leave them in this group, tickets are assigned at any time, either because they enter the general queue or in a custom queue that I create with very low priority. Is there a way to control this?
View comment · Edited Nov 13, 2024 · Gabriela Manarim
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