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Sean O'Neill

Joined Sep 18, 2023

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Last activity Sep 19, 2023

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Latest activity by Sean O'Neill

Sean O'Neill commented,

CommentBuilding reports

I have a question which I am struggling to answer, or simply missing the point.  I want to know what the 'Answer Enquiry*' is on the conversations handled by the bot and not passed to an agent on a ticket.  I also want to know what 'article/auto-reply' is recommended off the back of the enquiry.  All the above information relies on there being a ticket created doesn't it?

* Side note, why 'Answer Enquiry', why not simply 'Customer Question', I can't see the logic in the naming of this field, or again, maybe I am missing something?

View comment · Posted Sep 19, 2023 · Sean O'Neill

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Sean O'Neill commented,

Community comment Feedback - Chat and Messaging (Chat)

Can I also ask that you post the outcome here.  The conversation bot is essentially unusable if one is not able to see conversations between it and the customer for those outcomes that do not end up handing over to an agent.  

Unless I am missing something (happy to be told otherwise), for the 'bot only' chats I can't see what the customer asked, what the bot's response was or what time the chat occurred.

View comment · Edited Sep 18, 2023 · Sean O'Neill

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