Kulin Joshi

Objective: To enhance the user experience and communication clarity on live chat and messaging channels by incorporating rich text formatting options similar to those available in the email channel.

Benefits:

• Improved Readability: Enhanced text formatting will improve the clarity and readability of messages.
• Better User Engagement: Rich text options can make conversations more engaging and interactive.
• Professional Communication: Allows users to maintain a professional tone by structuring and formatting their messages appropriately.
• Consistency Across Channels: Ensures a consistent user experience across email, live chat, and messaging channels.

Thank you for this suggestion. It is hard to work with long threads that slow down the ticket loading. This change would improve our agents' efficiency.

Mei-E Loh Do we have any update on this?

We faced a similar issue with uneven distribution with respect to agents and ticket channels (a few of them are not even supported) while we were testing the EAP program. We escalated multiple times at different channels with no proper response. Agents handling support tickets have no clue about the setup. We had to deactivate it then, and it seems it's still the same after public release, are our feedback even heard? What is the point of having EAP if you do not wish to hear feedback?

Hi Barry Neary,

The Unified status is currently only supported for messaging and does not support chat.

Messaging can be activated per brand, so if we have two brands, then we can have the messaging active on one and chat active on the other.

Since both are linked with the agent workspace, so the unified status will be common. 

In this case, chat and messaging will work on-site, but agents will only be able to accept messaging tickets. Chats will not be assigned to agents.

Am I correct here and is there any solution where we can use both chat and messaging?

Regards,

Kulin

Hi Barry Neary,

How does the idle messaging conversation gets assigned to agents automatically?

Is it linked to the status of the agent? Does it only get assigned when the agents are online?

I do understand that it is not linked with capacity, so I would really like to understand how does it work? 

Regards,

Kulin

Hi Barry Neary,

I configured Slack via messaging. Tickets created via Slack are not getting assigned to agents. 

It does have the required tag and gets assigned to the relevant group, but do not get assigned to an agent. I do get the notification sound, but ticket do not get assigned. 

Tickets created via other messaging channels like Web, Facebook and Twitter are getting assigned properly.

I contacted the support team, they informed me that this is not supported. 

Messaging is supported and Slack (part of messaging) is not supported, this is a bit confusing.

Can you please check and share some clarification on this?

Regards,

Kulin

Agree

All of sudden this target stopped working and gives error: 

Any idea?