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sarah aasland

Joined Mar 01, 2022

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Last activity Aug 18, 2022

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ACTIVITY OVERVIEW

Latest activity by sarah aasland

sarah aasland commented,

Community comment Feedback - Chat and Messaging (Chat)

Dominic We are/were in the same boat-- we want to make it easy for someone to get to an agent if that's what they want to do. What I ended up doing was adding the 'contact us' step (presented with the option to message us, email us or call us) to the end of every path that I had ending with an article suggestion.  

Here's an example: 

Just wanted to share in case it helps you out! :)

View comment · Posted Apr 19, 2022 · sarah aasland

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sarah aasland commented,

Community comment Feedback - Chat and Messaging (Chat)

update: I came across the 'answer enquiry' attribute (in the Answer Bot data set) and am able to report on this now!

 

 

View comment · Posted Apr 18, 2022 · sarah aasland

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sarah aasland created a post,

Post Feedback - Chat and Messaging (Chat)

I'm pretty sure there is not currently a way to do this- do let me know if there is one!

I'd like to see or at least be able to report on the free-text messages that are sent to Answer Bot during the flow builder stage, especially if the answer bot was unsuccessful and did not find any relevant articles to suggest. 

This would only apply to conversations in which they engaged with the Answer Bot and did not request to be transferred to an agent (I do understand that the entire conversation history is included when the conversation is transferred to an agent).

We need this feature as it allows us to improve our existing articles or write new ones based on the questions end-users are asking. 

 

Posted Apr 13, 2022 · sarah aasland

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sarah aasland commented,

CommentManaging your email

Thanks, @...

View comment · Posted Apr 13, 2022 · sarah aasland

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sarah aasland commented,

CommentExplore recipes

Does anyone know if it's possible to pull up a list of the individual tickets that are being counted when you click on the KPI metric?

View comment · Posted Apr 12, 2022 · sarah aasland

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sarah aasland commented,

Community comment Feedback - Voice (Talk)

Jenny Gillett It sounds like the plan is to enable the agent that is already chatting with the end-user to move that conversation to a phone call-- am I understanding that correctly?

We wouldn't want agents that are assigned to be on chats to switch over to a phone call for a few reasons:

1. The agent engaged in the chat is likely to be engaged in 2 or more other chats-- we would never expect an agent to be able to handle multiple chats while they're also on a call. 

2. We wouldn't want end-users to be able to utilize this feature as a way to avoid having to wait for an available agent to take their call (when our lines are busy). It's helpful that it can only be initiated by an agent, but if a customer asks to move the conversation to a phone call it'd be difficult for an agent to say no

View comment · Posted Apr 12, 2022 · sarah aasland

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sarah aasland commented,

CommentExplore recipes

Daniel Aron Is it possible to report on or access a list of the free-text messages that an end-user sends/asks Answer Bot?

We would like to know what questions that answer bot had trouble answering or suggesting articles for so we can write articles that answer questions people are already asking

View comment · Posted Apr 06, 2022 · sarah aasland

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sarah aasland commented,

CommentZendesk messaging

Is it actually possible to send a message if the account is offline? Here's a section of an article https://support.zendesk.com/hc/en-us/articles/4408842880282#topic_d3p_q5f_rhb that clearly says it won't work if the account is offline...

Trigger actions
Action statements define what occurs if all the condition statements are true and the trigger fires. You can think of action statements as ‘then’ statements: if all of your conditions are true, then perform these actions to update the user and optionally send notifications.
Table 3. Trigger actions
Action Description
Send Message to visitor Sends the given message to the visitor
Note: If the account is offline, this action will not work.

View comment · Posted Apr 06, 2022 · sarah aasland

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sarah aasland commented,

CommentUsing AI agents for email and web form

Is there a way to see what the end-user asked/said? Especially for the instances when the Answer Bot wasn't able to suggest a relevant article?

View comment · Posted Apr 05, 2022 · sarah aasland

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sarah aasland commented,

CommentViewing and using dashboards

Is there a way to see what the end-user asked/said? Especially for the instances when the Answer Bot wasn't able to suggest a relevant article?

View comment · Posted Apr 05, 2022 · sarah aasland

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