Sacbe Alfonsina Ibarra E

1. Support
2. ...
3. Measuring success
4. Defining SLA policies

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 th...

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• Sacbe Alfonsina Ibarra E
• Created June 16, 2022 23:31
• 1 vote

1. Talk
2. ...
3. Setting up Talk
4. Adding Talk phone lines

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

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• Sacbe Alfonsina Ibarra E
• Created May 30, 2023 23:39
• 0 votes

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

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 capac...

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• Sacbe Alfonsina Ibarra E
• Created May 03, 2023 23:03
• 0 votes

1. Objects and rules
2. ...
3. Workflow best practices and recipes
4. Workflow: Using omnichannel routing to manage calls

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 omn...

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• Sacbe Alfonsina Ibarra E
• Created December 06, 2022 23:35
• 0 votes

1. Bots and automation
2. Custom bots and bot building documentation
3. Using the bot builder to create a social messaging bot

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? 

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• Sacbe Alfonsina Ibarra E
• Created November 30, 2022 00:29
• 0 votes

1. Objects and rules
2. ...
3. Routing
4. Managing your omnichannel routing configuration

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...

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• Sacbe Alfonsina Ibarra E
• Created October 27, 2022 13:55
• 0 votes

1. Objects and rules
2. ...
3. Routing
4. Managing your omnichannel routing configuration

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? 

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• Sacbe Alfonsina Ibarra E
• Created October 27, 2022 01:11
• 0 votes