Harper Dane
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Publications
Activité récente par Harper Dane-
Show specific Skills applied to tickets in Views (NOT Skills-match checkmark)
Feature Request Summary: We need to add a column to several of our Views which shows the actual name of the Skill(s) applied to a ticket, not just a "Skills match" checkbox. Whereas the "Skills ...
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Disable, hide, or re-name default "Unified" Statuses in Omnichannel Routing
We need to be able to disable the "Unified" statuses for Omnichannel. We've been dreading the change management headaches we'll be facing in Omnichannel Routing because the default statuses cannot ...
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Flow Builder: Do away with Article steps, improve Carousel steps instead
Summary: Since the introduction of Carousel steps in Flow Builder, we find there is almost no benefit to using Article steps any more. With just a couple of small enhancements, Carousel steps cou...
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Agent Transfer Step: ALIAS system fields so the End User sees different text
This is regarding the native field, requester "Name", particularly as it relates to Bots > Flow Builder, "Name" (found in Agent Transfer step). Our customers are getting confused by this, and are ...
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Allow custom fields to be skipped in Agent Transfer if the field is optional in Support
In Messaging, we'd really like to collect order numbers from customers who have that handy, but we don't want that data collection to be a roadblock between Requesters reaching our agents (or worse...
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Connect other Flows from Present Options step
Feature Request Summary: We would like the ability to hook other flows up to buttons in the Present Options step, so that clicking on one of the presented options moves the customer from the curr...
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Guide: Subtitles / subheadings for Help Center articles
Summary: We would like to see subtitle / subheading options for Help Center articles, which would be displayed in article lists and search results below the article title. These should also be di...
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Answer Bot dataset: grant Admin access to delete sensitive data from "Answer enquiries" attribute
There's an attribute in the Answer Bot dataset named "Answer enquiries," which shows exactly what users typed to Answer Bot in the Messaging widget. Users can potentially send sensitive and/or PII ...
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Messaging: Hide text entry field from End Users on certain Step types
We need to be able to hide / disable the End User's text entry field in the web widget at key points in our answer flows. For example, at certain "Present Options" steps, I don't want customers to ...
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Messaging Web Widget: Flow Builder > Automatically Transfer to Agent if customer had to "Start Over" more than once
Feature Request Summary: 1. Ability to create a custom flow and designate it as the "Start Over Fallback." 2. A setting to customize how many times a customer has to select the "Start Over" optio...