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Nico Bartolomeo

Incorporación 24 jun 2022

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Última actividad 27 jun 2022

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Nico Bartolomeo hizo un comentario,

ComentarioAdditional ticket channels

Thanks Mike, we do have that set up — the issue above is with chat triggers specifically, and the best way to enter their information while already in a chat with them.

From the article:

If the chat is started by a proactive trigger, the pre-chat form requirement is bypassed and chats can be created without users having to fill in their name and email address

Ver comentario · Publicado 27 jun 2022 · Nico Bartolomeo

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Nico Bartolomeo hizo un comentario,

ComentarioAdditional ticket channels

Hey there! When we get chats that were prompted by a trigger we only see the user as 'Visitor' and a string of numbers.

When that happens we ask them for their name and email address, so we can log their support cases against their account. In the old chat views, there were two fields where you could quickly set their name and email address while still in the chat.

That's not an option anymore in the workspace, I take it because the chat is already technically a ticket?

However changing someone from 'Visitor12345' to their name/email is a bit more cumbersome as you need to go to their profile, change the name and add the contact there. Also, it doesn't let you add an email contact to that user if one with that email already exists, so I'm not sure what the correct thing to do is in that case. 

Any plans of adding a feature similar to the one that used to be available in the chat view? Or is there already a better way to do this that I'm not aware of?

Let me know if any of that is unclear, and thanks for your help!

Ver comentario · Editado 24 jun 2022 · Nico Bartolomeo

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