Prakruti Hindia
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Actividad reciente de Prakruti Hindia-
Hi everyone, Thank you for your patience. As I mentioned earlier, we have prioritised support for external id, which will associate external id with user profile and connecting messaging conversati...
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Thanks for the clarification. I was thinking about the 'end user is waiting on agent to reply' scenario. We will continue to improve workflow management for messaging. We are considering follow up...
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Live data reporting for web/mobile messaging is available in Explore. You may need to create a new dashboard and include messaging metrics for monitoring. - Prakruti
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Hi Luke, Fair feedback. We will consider it when we plan improvements to Instagram DM experience. - Prakruti
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Hi folks, Wanted to drop a general update for associating external id with user profile and connecting messaging conversations to users based on it. This is our top priority and we are working on ...
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Average Reply Time i.e. average time between end-user's message and agent's response is not supported for messaging , at present. However, it is on our Q3 roadmap. We will drop an update once it is...
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Hi everyone, First Reply Time for messaging channels is now available in Ticket dataset and Support dashboard in Explore. It was rolled out on April 11. Having said that, SLAs for messaging chann...
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Hi Slava, First Assignment to First Reply Time can be computed in the Ticket dataset by creating a custom query with the formula First Reply Time - First Assignment Time. Having said that, we wil...
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Hi Shayan, We decided to prioritise the most popular messaging channels. (Having said that, WeChat is popular in certain parts of the world). We do not plan to add support for WeChat linking from W...
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Hi Shayan, The external_id will need to be encrypted using the shared secret. Assumption is that the end-user has been authenticated by your product / business using SSO or login. We will be consi...