Trudy Slaght
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Recent activity by Trudy Slaght-
Is there a way to exclude certain help center articles from being the main source, or to rank support articles to make them more likely to pull from?Use case: All of our products require installat...
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Amon Wong and Crystal Bustil - draft mode is present in the agent workspace now and if it is turned on, then you can have the default set to be public reply and then enable draft mode. The icon is ...
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What about those who aren’t using omnichannel because the omnichannel issues made it impractical? (First person online getting flooded with messaging tickets from overnight is an absolute deal brea...
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I see now there is an update - thank you. I'm glad to hear that the MAU pricing won't be implemented this year. Will you please pin the update (and future updates) the same way the July 27 update w...
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It's been almost a month since the last update. While I haven't posted on this thread, I've been monitoring it. The unpredictability of pricing and the extremely low cap after the amount of marketi...
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Hi Rohan Gupta, Thank you for the response. We disabled omnichannel routing as it was causing a workload imbalance and was not functional for our team. The great benefit of focus mode is that smal...
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We have gotten around this temporarily by using work time SLA on messaging conversations along with a tag that gets added if the conversation switches to email - at which point the SLA switches to ...
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Hi Jen C - it is not working for us. Authenticated users come in without a name or email address, although the authentication is working based on the end user not being asked to enter their name or...
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No fix or workaround other than after you've embarrassed yourself enough times, you become paranoid about messaging conversations and double (or triple) check before you start to type a reply.I hav...
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For those who found alternatives, will you please share what you used instead of this? It appears the email issue isn't going to be resolved soon and I don't see the value in this if we lose the fa...