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Clayful
Joined Jan 19, 2022
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Last activity Oct 16, 2022
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Latest activity by Clayful
Clayful created a post,
I would like our supervisors to be notified if a user uses an inappropriate emoji (ie 🍆), we can flag it. Currently emojis cannot get picked up by triggers.
Posted Oct 16, 2022 · Clayful
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Clayful commented,
Maybe... if we're talking about the same "list" - its the list of messages within the ticket, not the list of messages in the slack side conversation window.
You see how in the screenshot the slack "widget" (the yellow block) doesn't move down in the main conversation? That's what we're trying to address. Because the notification when a new message from slack comes in is very small, the slack window takes up most of the window so you can't have it open whole answering the ticket message. so we relied on the yellow block updating below in the conversation as messages were coming in.
Again, happy to hop on a call to explain! The nomenclature here is a bit confusing and want to make sure we're talking about the same thing.
Thanks!
View comment · Posted Mar 30, 2022 · Clayful
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Clayful commented,
Thanks @..., appreciate the follow up.
I thinkkk I get what you mean by stuck but I don't think that's the issue. I think it's that before it used to show up within the conversation at the bottom (so the snippet would move down in the convo as new messages were coming in) and now it's staying at the top where the initial message was sent.
Let me know if its easier to hop on a quick call to show you what I mean!
View comment · Posted Mar 30, 2022 · Clayful
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Clayful commented,
Thank you, @...!!!! 🙏
View comment · Posted Mar 16, 2022 · Clayful
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Clayful commented,
Thanks Toby! We did submit a ticket - #10131509.
If you see the conversation here - it threads but from when the message was first sent, not in real time as it used to. So as an agent is having the conversation, they don't see the new messages coming in anymore.
Thank you!!
View comment · Posted Mar 16, 2022 · Clayful
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Clayful commented,
Hi!
Were any changes recently made to how these side conversations work? Before, as new messages came in from Slack, the latest messages would show up within the conversation so it was very easy to see new replies.
Now, it seems any new replies are being added to a thread under the original message which makes it much harder to replies to the messages unless you click into the side conversation.
Is this a bug? Is it expected behavior?
Thank you!
View comment · Posted Mar 08, 2022 · Clayful
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Clayful commented,
Hey Jen,
Frankly - it's a mess 😅
We're using the SFDC ID as the external field which for some reason ends up getting populated as the Web User ID (but doesn't get recognized as the external ID or tied to the existing user) - screenshot below.
This is good news because at least we *can* actually then merge the user with the existing user by searching for this ID -- so It really only affects the agents the first time the user chats in. For subsequent chats once they're merged, the original user is now the one that pops up. Great.
The issue is now the bot behavior is EXTREMELY wonky! It is quite unclear when the bot starts the convo vs when it doesn't and what messages happen if you're within business hours or not. Some of the bugginess gets resolved if you open the chat in a new window or refresh -- but of course this is not a great look for our users. This is now our biggest issue since the email issue above can be "hacked" around and dealt with internally while this is just a terrible experience for our end users...
I'm also awaiting a response from the support team so will comment on here once I hear back!
View comment · Posted Feb 09, 2022 · Clayful
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Clayful commented,
Hey Kevin Konings wondering if you ever heard back about your second point there?
We're running up against the same problem which defeats the purpose of authenticating the user if we're not able to attach them to the existing user and map their history accordingly. Is this a known limitation or a bug?
View comment · Posted Feb 06, 2022 · Clayful
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Clayful commented,
Hi! How can I set up a role that provides access to the chat product?
I set up the role to have these permissions but the chat box (below) remains unchecked. I need to provision accounts to new agents in bulk (through Rippling) and need to be able to provide access to the Chat product as a default.
Thanks!
View comment · Posted Jan 19, 2022 · Clayful
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