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Amos Chen

Joined Oct 27, 2022

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Last activity Apr 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Amos Chen

Amos Chen commented,

Community comment Q&A - Talk and text

Zsa I don't understand your explanation. I'm still not understanding how 1 ticket ID can have multiple missed call legs. 

View comment · Posted Apr 16, 2024 · Amos Chen

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Amos Chen commented,

CommentManaging your email

I'm trying to add an entire domain to my blocklist. the domain is @qq.com and we get maybe 300 spam emails from them daily. In the blocklist i added "qq.com" however the spam emails are continuing to come in. Am I missing something?

View comment · Posted Mar 15, 2024 · Amos Chen

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Amos Chen commented,

CommentHelp with Web Widget

I have already transitioned all my brands to Messaging and have smart bots built out for all of them. I need the web widget content to show up immediately as a pop up window and not another window where the user has to select the web widget to start the conversation.

View comment · Posted Jun 06, 2023 · Amos Chen

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Amos Chen commented,

CommentWriting formulas

I'm trying to return results for all solved/closed tickets excluding certain tickets containing certain attributes. this is my formula:

IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed" AND [Product Feedback (multi)] != "Null" AND [Product Feedback (multi)]!="(No response needed)") THEN [Ticket ID]
ENDIF

But the results are still returning both of those values. Any ideas what I'm doing wrong?

View comment · Posted Feb 14, 2023 · Amos Chen

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Amos Chen commented,

CommentMeasuring success

I have omnichannel routing turned on and would love to track an FRT once a ticket has been assigned? Context for this is that we always have a backlog of emails, and sometimes emails won't get responded to until 24-48 hours later. However I want to track how long they sit in my analysts' open queue before they respond. Please let me know if this is possible or not

View comment · Posted Feb 10, 2023 · Amos Chen

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Amos Chen commented,

CommentWorkflow best practices and recipes

What's the trigger for this to fire off though? I had it set to "When ticket is created", however, it's not working because certain call ticket first starts out as "Call with Caller" before it's transitioned over to "Abandoned call from:" therefor the trigger never fires off. I wonder if setting a workflow to automatically check for tickets like this every hour to solve them would be more effective than what you are suggesting

View comment · Posted Jan 23, 2023 · Amos Chen

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Amos Chen commented,

CommentRouting

Is there some sort of dashboard where an admin can view the status of all the analysts? Currently I have to go into a ticket and select the assignee to see who is available and who is not

View comment · Posted Jan 20, 2023 · Amos Chen

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Amos Chen commented,

CommentRouting

I'm attempting to turn on omnichannel routing. I have everything set up according to the guides:

- All brands are on messaging
- Agent workspace activated
- Trigger set up for email tickets

When I go to turn on omnichannel routing, I get a generic "invalid settings" error. I can't expand it to see any specific details. I've reached out to support and they said to clear my cache which did not help at all.

Anyone else experience this?? 

View comment · Posted Jan 13, 2023 · Amos Chen

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Amos Chen commented,

CommentTicket basics

Is there a way to set it so that anytime notes are put in, forms are selected, etc that it auto saves/updates instead of having to click the submit button officially "update" the ticket? I'm looking for realtime updating based off of the form on the side

View comment · Posted Oct 28, 2022 · Amos Chen

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Amos Chen commented,

CommentBusiness rules

Hi I had a question on triggers. In my trigger, I have a condition so that when a ticket is updated and the brand is set to a specific value, then the action is to set a form to a specific value as well. However, I'm noticing that the trigger is only working after I have updated the status of the ticket. My question is, is just updating the Brand on the details of the ticket not considered "Updating" the ticket?

Sorry if that doesn't make any sense. Happy to clarify more

View comment · Posted Oct 27, 2022 · Amos Chen

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