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Sacbe Alfonsina Ibarra E's Avatar

Sacbe Alfonsina Ibarra E

Adhésion le 16 juin 2022

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Dernière activité le 30 mai 2023

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Dernière activité effectuée par Sacbe Alfonsina Ibarra E

Sacbe Alfonsina Ibarra E a ajouté un commentaire,

CommentaireSetting up Talk

Hi, 

Is it possible to set up a Talk line that we already have on whatsapp with Zendesk? 

Afficher le commentaire · Publication le 30 mai 2023 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E a ajouté un commentaire,

CommentaireRouting

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

Afficher le commentaire · Publication le 03 mai 2023 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E a ajouté un commentaire,

CommentaireWorkflow best practices and recipes

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).

Afficher le commentaire · Publication le 06 déc. 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E a ajouté un commentaire,

CommentaireUsing AI agents for messaging

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? 

Afficher le commentaire · Publication le 30 nov. 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E a ajouté un commentaire,

CommentaireRouting

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? 

Afficher le commentaire · Publication le 27 oct. 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E a ajouté un commentaire,

CommentaireRouting

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? 

Afficher le commentaire · Publication le 27 oct. 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E a ajouté un commentaire,

CommentaireMeasuring success

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.  

Afficher le commentaire · Publication le 16 juin 2022 · Sacbe Alfonsina Ibarra E

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