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Jon Ross

Entrou em 16 de out. de 2021

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Última atividade em 07 de jan. de 2025

Zendesk Product Manager

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Jon Ross comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Hi Antonio Naddeo, you can achieve the behaviour you are looking for by using a trigger to close the ticked when the agent moves it to Solved. Control of the conversation is passed back to the Bot when the ticket is closed. Please see this article https://support.zendesk.com/hc/en-us/articles/4408824482586-Managing-conversation-handoff-and-handback for additional details.  Thanks! 

Exibir comentário · Publicado 16 de fev. de 2024 · Jon Ross

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Jon Ross comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Hi Everyone, thanks so much for your responses here and for providing this feedback. A few things to address:

  1.  To answer a question from Paul on this matter (and hopefully clarify the situation), Bot Persona will be available as an EAP very soon. This is an Advanced AI feature, which allows admins to adjust the tone of AI-generated responses. It does not enable the ability to customise the bot avatar. I understand the confusion though, since the graphic shows a custom bot avatar.
  2. We are thrilled to share that due to the feedback we have received, we are prioritising the ability for admins to customise the bot avatar and aim to deliver this feature in Q4. This will be available independently of advanced AI features.

Thanks again for your feedback, we will follow up in this thread when the customised bot avatar feature is delivered.

Exibir comentário · Publicado 14 de set. de 2023 · Jon Ross

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Jon Ross comentou,

ComentárioZendesk Customer Support

Hi Ola, thanks for reaching out! 
Multiple Conversations is something we will be working on adding to the Zendesk Messaging Experience later this year. In the meantime, multiple conversations can be achieved (through additional customization) with our Sunshine Conversation platform. 
Please see https://docs.smooch.io/guide/multi-party-conversations/ for further details. 

Exibir comentário · Publicado 04 de mar. de 2022 · Jon Ross

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