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Marcin Rogalski
Adhésion le 15 mars 2023
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Dernière activité le 16 mars 2023
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Marcin Rogalski a ajouté un commentaire,
How do you actually add the variables? Seems like there would be some predefined ones based on values in your account. Like online status or ticket status, etc.
Afficher le commentaire · Publication le 16 mars 2023 · Marcin Rogalski
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Marcin Rogalski a ajouté un commentaire,
Hi. This looks like a good starting point to get our bot to work for transferring to agents when online but leaving a message when they're not. Though I don't see any options for variables. We only see School Name and Email. No external and no data condition variables. We want to be able to add business hours or whether the account or a group is online.
Where is this added? Thanks Martin
Afficher le commentaire · Publication le 16 mars 2023 · Marcin Rogalski
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Marcin Rogalski a ajouté un commentaire,
This doesn't work. I was sent this by a support rep. Followed it to a T. Still not working. I'm using your Chat Bots. And reenable messaging with this new trigger. All agents are offline. After bot asked questions, gave some answers, we tested asking for an agent next. And nothing. It said it's transferring us now. And it just waits. So a customer would be waiting indefinitely. What's the solution.
Afficher le commentaire · Publication le 15 mars 2023 · Marcin Rogalski
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Marcin Rogalski a ajouté un commentaire,
Hi, It only seems to help for routing to agents. But the system clearly shows that you should be able to connect to an agent. The bot then requests our agents to respond. But if everyone is offline. Like after hours. It should trigger that we will get back to you later through an email.
We've setup that flow and Trigger in our Chat. But there's no flow action for conditions other than Account being offline that would trigger the request for an agent.
We don't want the customer to just wait indefinitely for no one to respond until the next day.
Your Z Bot chat does this very thing. If online, we've connected to someone to chat. But today, I tried and it said we'll get back to you in 1 to 2 days. So the agent request is trigger some sort of option.
Afficher le commentaire · Publication le 15 mars 2023 · Marcin Rogalski
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Marcin Rogalski a ajouté un commentaire,
We just setup a bot. And this enabled messaging for our site. Though previously we were using Chat and Support. So if we were online, customers had the Chat option and we could converse. Though after hours or if not online, they were presented with help and created a ticket for an email. We could then respond in the ticket system or through emails once available.
Now with Answer Bot, I don't see a workflow to allow the customer to be transferred to email support. It just hangs on transferring you to an agent. And they wait indefinitely. How do we creat the flow to let the bot chat us if available or tell them we'll get back to them?
I see your Z Bot does this. Tells us it take 1 to 2 day to respond. I don't know if this is also dynamic so if we're online.
We did already check and made sure our agents were offline in our support.
Thanks,
Martin
Afficher le commentaire · Publication le 15 mars 2023 · Marcin Rogalski
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