Ricardo
- Total activity 304
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Activity overview
Latest activity by Ricardo-
Ricardo created an article,
How can I reach out proactively to my customers via SMS?
Question Sometimes my agents need to proactively reach out to our customers. How can we do that using Text? Answer You can proactively reach out to a customer via Text creating a trigger that send...
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Ricardo created an article,
How can I send an SMS to my agents when a ticket needs attention?
Question Some of my clients require immediate attention. I want to send an automated text message to a group of agents every time one of these customers contact us. How can I achieve that? Answer ...
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Ricardo created an article,
How do we send automated text messages once a client sends us an SMS?
Question How can I send an SMS to my customers saying that we have received their request when they send us a text message? Answer You can create a trigger that notifies end-users via Text once the...
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Ricardo created an article,
How can I redirect calls to another number when all my agents are offline?
Question How can I redirect calls to another number when all my agents are offline? Answer When a call is not answered by an agent, and voicemail is disabled, you can redirect calls to an overflow...
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Ricardo created an article,
Can I disable recording of calls in Talk?
Question Can I disable recording of calls in Zendesk Talk? Answer Yes. It's possible to disable call recording for the whole account or for each specific number. For more details about disabling ...
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Ricardo created an article,
Is it possible to turn off Talk recordings for outgoing calls only?
Question Is it possible to turn off Zendesk Talk recordings for outgoing calls only? Answer Call recordings can only be turned on or off for individual phone numbers. This includes both outbound ...
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Ricardo created an article,
Are call recordings transcribed?
Question Are call recordings transcribed? Answer Zendesk Talk does not entirely transcribe the call recordings. The only parts of the call that are transcribed are voicemails recordings and overf...
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Ricardo created an article,
Where are call recordings stored?
Question Where are call recordings stored? Answer Call recordings are encrypted at rest and stored in Twilio's data center in the USA, hosted by Amazon Web Services. Recordings cannot be stored ...
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Ricardo created an article,
How long are call recordings stored?
Question How long are call recordings stored? Answer Call recordings are stored indefinitely unless you choose to have call recordings automatically deleted. For more information about call record...
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Ricardo created an article,
Who can access call recordings?
Question Who can access call recordings? Answer Any agent with access to the ticket can access call recordings. You can choose to let end-users access call recordings from live calls that are add...