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Sacbe Alfonsina Ibarra E's Avatar

Sacbe Alfonsina Ibarra E

Joined Jun 16, 2022

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Last activity May 30, 2023

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ACTIVITY OVERVIEW

Latest activity by Sacbe Alfonsina Ibarra E

Sacbe Alfonsina Ibarra E commented,

CommentSetting up Talk

Hi, 

Is it possible to set up a Talk line that we already have on whatsapp with Zendesk? 

View comment · Posted May 30, 2023 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E commented,

CommentRouting

Can you use omnichannel routing with side conversations? 

We have a backoffice team that only receives tickets via side conversations. They are not light agents, and they would like to use the capacity rules and omnichannel routing. 

I tried setting it up but the tickets are not assigned to them automatically. They already have the capacity rules

View comment · Posted May 03, 2023 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E commented,

CommentWorkflow best practices and recipes

We turned on omnichannel routing but the moment we turned it on all the calls were rejected with the message of "outside of business hours". Is there any additional set up that I need to do for omnichannel routing to work with calls? (I did not add any trigger yet, I only turned it on).

View comment · Posted Dec 06, 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E commented,

CommentUsing AI agents for messaging

Can you give me more details on what doesn't work with whatsapp regarding data capture?

Maybe an example of what I wouldn't be able to do? 

View comment · Posted Nov 30, 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E commented,

CommentRouting

Thank you @... I guess my question is, if I have skill based routing set up how would it interact with omnichannel routing? Would I be able to keep both or would I need to choose between one or the other? 

I'm still learning about the different routing options. I still have the question about what's the difference between using groups or skills, is there a benefit for one or the other? 

View comment · Posted Oct 27, 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E commented,

CommentRouting

Is it possible to combine omnichannel routing with skill based routing? 

I am also confused, what's the difference between using groups or using skills? 

View comment · Posted Oct 27, 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E commented,

CommentMeasuring success

Hi! When are you planning for SLA policies to support chat or messaging tickets? Those are extremely important channels for us your Latam customers. It's more common for us to use chat/messaging than calls/email.  

View comment · Posted Jun 16, 2022 · Sacbe Alfonsina Ibarra E

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