Paulo

Hi everyone!

In this short post I want to ask and to share a challenge that we are facing at this time. We have a service strategy of following the sun, this pushes us to make permanent handover of tickets. For customers, knowing that 3-4 people are interacting with them become very confusion and sometimes even a reason for distrust and potential dsat likehood.

I wonder since we setup expectations since the begining “Hello, I am X and I am here to help you”, do we really need to have the agent names always visible in messaging conversations? 

I would love to “hide” it and to empower my team to introduce themselves when necessary, rather than be a fixed banner.

Does someone else have the same issue?

Hi Daniel Aron, 

I was testing, it is a very nice improvement. 

So far I tested, this doesn't have any impact on generative answer right? So brand names, and other “not desired translated words” still will be translated. Is there any plan to actually  prevent translation of some words in generative replies? A good idea my be to benchmark Deepl, you can set up a list, and trasnlation won't be applied on those words.

Best regards,

BCC is a must in all CRM. There are communication that you need to keep it hidden in a handy and easy way. We need these urgently please!

Hi there!

I need to add an "extra" quastion along with my csat question... its about resolution...I need to know if the matter of the contact was solved or not. What my be the "code" for doing this? can you help me please?