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Daniele Lecci
Joined Jun 22, 2022
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Last activity Sep 08, 2023
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Latest activity by Daniele Lecci
Daniele Lecci commented,
Sending incomplete messages to customers because we pressed "enter" is a big no-no in customer services, also considering that the cases where a conversation will switch from email to messaging are rare.
Please prioritize this fix as sending incomplete messages to our customers is putting us and our company in a bad light and does not reflect the quality we want to deliver to our customers.
View comment · Posted Sep 08, 2023 · Daniele Lecci
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Daniele Lecci created a post,
Hi everyone,
currently it is not possible to include HTML in macros. Your colleague Kristine told me that there is a possibility that it might or might not work since you don't support it, you won't be able to guarantee that it will work all the time.
We have a macro that includes a third-party 10-points CSAT survey (example below) and sometimes the links are broken because of the interaction with placeholders. In some cases the links are translated correctly, in other cases the "{" symbol is translated as %7B and "}" as %7D instead of taking into account the entire placeholder, creating a broken link.
We could use business rules that support HTML (triggers and automation) but this will increase the number of notifications that the end-user is getting and we want to avoid this at all costs.
Let me know if you need any additional information from my side.
Posted Jun 22, 2022 · Daniele Lecci
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