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Kevin Froleiks

Joined Sep 14, 2022

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Last activity Sep 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Kevin Froleiks

Kevin Froleiks commented,

Community comment Feedback - Voice (Talk)

Also using the text back feature but would prefer if we didn't have this robotic voice and could replace it with a custom greeting like the rest of the IVR menu.

View comment · Posted Sep 15, 2023 · Kevin Froleiks

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Kevin Froleiks commented,

CommentHow to manage phone numbers in Talk

What does the "default" option for IVR keypress actually do? 

View comment · Posted Sep 05, 2023 · Kevin Froleiks

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Kevin Froleiks commented,

CommentSpam and suspended tickets

Is there a reason why some replies to our agents also get flagged as spam? I just unsuspended several tickets and some of them were replying to a response from one of our reps. 

View comment · Posted Jul 19, 2023 · Kevin Froleiks

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Kevin Froleiks commented,

Community comment Feedback - Voice (Talk)

Karen Hynes can we get a timeline or ETA on this? We're almost at the end of yet another quarter without this feature.

View comment · Posted Jun 06, 2023 · Kevin Froleiks

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Kevin Froleiks commented,

Community comment Feedback - Voice (Talk)

Karen Hynes is it possible to sign up to test out this feature? We have some immediate needs to implement and would be more than happy to help move things along.

View comment · Posted May 09, 2023 · Kevin Froleiks

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Kevin Froleiks commented,

CommentSlack integration

Is it possible to have every ticket created through the slack api to be private comment? We wouldn't want any of the info submitted to be customer facing.

View comment · Posted Apr 19, 2023 · Kevin Froleiks

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Kevin Froleiks created a post,

Post Feedback - Voice (Talk)

Basically what I'm looking for is a way for agents to see if there is a queue, but not be able to see if their peers are available, away, etc. Basically to cut down on people who watch for that and then talk to their manager about "why isn't this person online when this person is" etc. Essentially I only want managers and leads to worry about agent status.

Posted Mar 23, 2023 · Kevin Froleiks

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Kevin Froleiks commented,

Community comment Discussion - Tips and best practices from the community

Pedro Rodrigues (opservator.com) thank you for the reply. I checked and the webhook is active.

Request method
PUT

Request format
JSON
 
I am an admin but it does say "basic authentication" not sure if that's a problem.

View comment · Posted Mar 02, 2023 · Kevin Froleiks

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Kevin Froleiks commented,

Community comment Discussion - Tips and best practices from the community

What am I doing wrong here? Any insight? I just want to add "Action Required" to the subject line for certain situations. I set up the conditions to only apply to specific tags associated with individual macros and in order to only have it run once per ticket I have it adding that "added_action_required" tag which stops the trigger from running multiple times.

The json should be correct. Did something change with webhooks? I also had it set up to change the subject if customers wrote in from a specific web form on our help center (basically change the subject line to "New submission on {{web form name}}" and that also doesn't seem to be working anymore.

View comment · Posted Mar 02, 2023 · Kevin Froleiks

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Kevin Froleiks commented,

Community comment Feedback - Chat and Messaging (Chat)

It's now mid February 2023, are messaging sounds going to be available this month?

View comment · Posted Feb 13, 2023 · Kevin Froleiks

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