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Sacbe Alfonsina Ibarra E

가입한 날짜: 2022년 6월 16일

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마지막 활동: 2023년 5월 30일

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댓글Setting up Talk

Hi, 

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

댓글 보기 · 2023년 5월 30일에 게시됨 · Sacbe Alfonsina Ibarra E

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댓글Routing

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

댓글 보기 · 2023년 5월 03일에 게시됨 · Sacbe Alfonsina Ibarra E

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댓글Workflow 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).

댓글 보기 · 2022년 12월 06일에 게시됨 · Sacbe Alfonsina Ibarra E

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댓글Using 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? 

댓글 보기 · 2022년 11월 30일에 게시됨 · Sacbe Alfonsina Ibarra E

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댓글Routing

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? 

댓글 보기 · 2022년 10월 27일에 게시됨 · Sacbe Alfonsina Ibarra E

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댓글Routing

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? 

댓글 보기 · 2022년 10월 27일에 게시됨 · Sacbe Alfonsina Ibarra E

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댓글Measuring 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.  

댓글 보기 · 2022년 6월 16일에 게시됨 · Sacbe Alfonsina Ibarra E

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