Búsquedas recientes
No hay búsquedas recientes

Maxim Nikolenko
Incorporación 27 dic 2023
·
Última actividad 27 dic 2023
Seguimientos
0
Seguidores
0
Actividad total
2
Votos
0
Suscripción
1
RESUMEN DE LA ACTIVIDAD
INSIGNIAS
ARTÍCULOS
PUBLICACIONES
COMENTARIOS DE LA COMUNIDAD
COMENTARIOS DE ARTÍCULOS
RESUMEN DE LA ACTIVIDAD
Última actividad de Maxim Nikolenko
Maxim Nikolenko hizo un comentario,
I would appreciate if you could suggest some workaround for the following scenario
1. Customers uses a messaging widget for a self-service - the bot suggests some quick hints and solutions, they search for articles in KB.
2. They encounter a problem and report it. Bot tries to pass the problem to a live agent. The agent notifies the user that the problem is being under investigation and there is an open/pending ticket. Such ticket can stay in this status for a several days
3. All this time the user can neither search for data in the KB (through widget), nor communicate with the bot, nor report a new problem, because all new messages will be sent to the same ticket. But the second problem may have a different context, it may be handled by a different department.
It turns out that for the Messaging channel you can only have one unclosed ticket at a time.
Is there any way to "unlink" a ticket from the messaging channel so that it would be linked, for example, to an Email. For example via API/Macros/Triggers
Ver comentario · Publicado 27 dic 2023 · Maxim Nikolenko
0
Seguidores
1
Voto
0
Comentarios