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Anna Kokott

Joined Feb 15, 2023

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Last activity Feb 16, 2023

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Latest activity by Anna Kokott

Anna Kokott commented,

CommentSetting up Zendesk Chat

Thanks for your quick reply, Ramin. 
So just to double check: If the agent proactively texts the customer, but the customer never answers and still converts, this conversion would still be attributed to the chat? 

And there's no way to check the revenue amount, right?

Best regards

Anna

View comment · Posted Feb 16, 2023 · Anna Kokott

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Anna Kokott commented,

CommentSetting up Zendesk Chat

Hey Aimee, this documentation is super helpful!

I have 1 question for clarification that I couldn't find an answer for yet: What exactly is considered an "agent interaction" that the conversion is attributed to?

Our chat agents often start a chat but the customer doesn't need support and/or doesn't answer. If this customer then puts in an order it should not be attributed to the chat as there was no real interaction. 

Is it only an "agent interaction" when the user replied to the agent?

Also: Can I only track THAT there is a conversion or can I also track the turnover (e.g. of each chat agent)?

Thanks in advance!

Best regards
Anna 

View comment · Edited Feb 15, 2023 · Anna Kokott

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