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Kevin Froleiks's Avatar

Kevin Froleiks

Incorporación 14 sept 2022

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Última actividad 29 sept 2023

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Última actividad de Kevin Froleiks

Kevin Froleiks hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Also using the text back feature but would prefer if we didn't have this robotic voice and could replace it with a custom greeting like the rest of the IVR menu.

Ver comentario · Publicado 15 sept 2023 · Kevin Froleiks

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ComentarioHow to manage phone numbers in Talk

What does the "default" option for IVR keypress actually do? 

Ver comentario · Publicado 05 sept 2023 · Kevin Froleiks

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ComentarioSpam and suspended tickets

Is there a reason why some replies to our agents also get flagged as spam? I just unsuspended several tickets and some of them were replying to a response from one of our reps. 

Ver comentario · Publicado 19 jul 2023 · Kevin Froleiks

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Comentario de la comunidad Feedback - Voice (Talk)

Karen Hynes can we get a timeline or ETA on this? We're almost at the end of yet another quarter without this feature.

Ver comentario · Publicado 06 jun 2023 · Kevin Froleiks

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Kevin Froleiks hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Karen Hynes is it possible to sign up to test out this feature? We have some immediate needs to implement and would be more than happy to help move things along.

Ver comentario · Publicado 09 may 2023 · Kevin Froleiks

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ComentarioSlack integration

Is it possible to have every ticket created through the slack api to be private comment? We wouldn't want any of the info submitted to be customer facing.

Ver comentario · Publicado 19 abr 2023 · Kevin Froleiks

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Kevin Froleiks creó una publicación,

Publicación Feedback - Voice (Talk)

Basically what I'm looking for is a way for agents to see if there is a queue, but not be able to see if their peers are available, away, etc. Basically to cut down on people who watch for that and then talk to their manager about "why isn't this person online when this person is" etc. Essentially I only want managers and leads to worry about agent status.

Publicado 23 mar 2023 · Kevin Froleiks

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Comentario de la comunidad Discussion - Tips and best practices from the community

Pedro Rodrigues (opservator.com) thank you for the reply. I checked and the webhook is active.

Request method
PUT

Request format
JSON
 
I am an admin but it does say "basic authentication" not sure if that's a problem.

Ver comentario · Publicado 02 mar 2023 · Kevin Froleiks

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Comentario de la comunidad Discussion - Tips and best practices from the community

What am I doing wrong here? Any insight? I just want to add "Action Required" to the subject line for certain situations. I set up the conditions to only apply to specific tags associated with individual macros and in order to only have it run once per ticket I have it adding that "added_action_required" tag which stops the trigger from running multiple times.

The json should be correct. Did something change with webhooks? I also had it set up to change the subject if customers wrote in from a specific web form on our help center (basically change the subject line to "New submission on {{web form name}}" and that also doesn't seem to be working anymore.

Ver comentario · Publicado 02 mar 2023 · Kevin Froleiks

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Comentario de la comunidad Feedback - Chat and Messaging (Chat)

It's now mid February 2023, are messaging sounds going to be available this month?

Ver comentario · Publicado 13 feb 2023 · Kevin Froleiks

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