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Sacbe Alfonsina Ibarra E
Incorporación 16 jun 2022
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Última actividad 30 may 2023
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Última actividad de Sacbe Alfonsina Ibarra E
Sacbe Alfonsina Ibarra E hizo un comentario,
Hi,
Is it possible to set up a Talk line that we already have on whatsapp with Zendesk?
Ver comentario · Publicado 30 may 2023 · Sacbe Alfonsina Ibarra E
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Sacbe Alfonsina Ibarra E hizo un comentario,
Can you use omnichannel routing with side conversations?
We have a backoffice team that only receives tickets via side conversations. They are not light agents, and they would like to use the capacity rules and omnichannel routing.
I tried setting it up but the tickets are not assigned to them automatically. They already have the capacity rules
Ver comentario · Publicado 03 may 2023 · Sacbe Alfonsina Ibarra E
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Sacbe Alfonsina Ibarra E hizo un comentario,
We turned on omnichannel routing but the moment we turned it on all the calls were rejected with the message of "outside of business hours". Is there any additional set up that I need to do for omnichannel routing to work with calls? (I did not add any trigger yet, I only turned it on).
Ver comentario · Publicado 06 dic 2022 · Sacbe Alfonsina Ibarra E
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Sacbe Alfonsina Ibarra E hizo un comentario,
Can you give me more details on what doesn't work with whatsapp regarding data capture?
Maybe an example of what I wouldn't be able to do?
Ver comentario · Publicado 30 nov 2022 · Sacbe Alfonsina Ibarra E
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Sacbe Alfonsina Ibarra E hizo un comentario,
Thank you @... I guess my question is, if I have skill based routing set up how would it interact with omnichannel routing? Would I be able to keep both or would I need to choose between one or the other?
I'm still learning about the different routing options. I still have the question about what's the difference between using groups or skills, is there a benefit for one or the other?
Ver comentario · Publicado 27 oct 2022 · Sacbe Alfonsina Ibarra E
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Sacbe Alfonsina Ibarra E hizo un comentario,
Is it possible to combine omnichannel routing with skill based routing?
I am also confused, what's the difference between using groups or using skills?
Ver comentario · Publicado 27 oct 2022 · Sacbe Alfonsina Ibarra E
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Sacbe Alfonsina Ibarra E hizo un comentario,
Hi! When are you planning for SLA policies to support chat or messaging tickets? Those are extremely important channels for us your Latam customers. It's more common for us to use chat/messaging than calls/email.
Ver comentario · Publicado 16 jun 2022 · Sacbe Alfonsina Ibarra E
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