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Jon Simone

Joined Oct 16, 2021

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Jon Simone

Jon Simone commented,

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Have attempted to use Tymeshift a few times now and always found the interface clunky and it was hard to tell if the reporting was reliable (I would see agents offline that were on). I may have had it configured incorrectly but this is disappointing imho. 

View comment · Posted Jul 25, 2023 · Jon Simone

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Jon Simone commented,

CommentAdditional ticket channels

If a customer is waiting in the queue and no agents are available is there a way to send them an email after a certain amount of time letting them know we will follow up via email? 

This functionality seems awkward.

View comment · Posted Jul 24, 2023 · Jon Simone

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Jon Simone commented,

CommentUsing legacy AI agent functionality

Dane It looks like all roads lead to transferring to an agent. Is there any flow that allows for an end user to create a ticket or send an email? Also, what happens if an agent is not available?

View comment · Posted Jun 09, 2023 · Jon Simone

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Jon Simone commented,

CommentAPI and SDK

We currently use the Unified SDK but want to add messaging. What is the best process for this? It sounds like there is a conflict from this article. I may be missing something here but we would like to keep the help center, ability to email and chat via our app but need messaging for flow builder and chat bots. Any help is appreciated. Thanks.

View comment · Posted Jun 06, 2023 · Jon Simone

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Jon Simone commented,

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Karen Hynes would be very nice to have a quarterly update on this at the very least.

View comment · Posted May 09, 2023 · Jon Simone

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Jon Simone commented,

CommentZendesk messaging

Thanks for your quick response Kai, do you know if there are any plans to make proactive messages based on events? Responding to emails based on events would be awesome. 

View comment · Posted Apr 20, 2023 · Jon Simone

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Jon Simone commented,

CommentUsing legacy AI agent functionality

We have been using the older web widget in both our help center and apps as the last time I played with flower builder it did not have feature parity with the classic web widget. 

I am interested to see if this is the case now. 

There were 2 major issues we had back in 2021 - 

A. With Flow Builder all roads lead to sending you to an agent even if one wasn't available. The way we function we need to allow users to request a callback, live chat or leaving a message. Are these options now available in flow builder? This needs to be true on both web and in app and we currently have this functionality with the classic widget. 

B. Flow Builder was unable to pay any attention to business hours, has this been resolved? Additionally, can it display a chat button when an agent is available and make it disapear when an agent isn't? 

I am also interested in any future collaborations with any LLM AI services.

Thank you,

Jon

View comment · Posted Apr 19, 2023 · Jon Simone

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Jon Simone commented,

CommentZendesk messaging

Can you make proactive messages based on events? Also this appears to require Messaging, is this true?

View comment · Posted Apr 19, 2023 · Jon Simone

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Jon Simone commented,

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This is great news Karen Hynes! Thanks for the update!

View comment · Posted Mar 27, 2023 · Jon Simone

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Jon Simone commented,

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With 3 days left in the year I imagine this is not going to happen. An updated, realistic release date would be appreciated. I have been discussing this feature with the team and want to make sure that I set realistic expectations for them regarding the software we are paying for. 

View comment · Posted Dec 28, 2022 · Jon Simone

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