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Alex

Entrou em 25 de jan. de 2022

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Última atividade em 04 de fev. de 2022

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Alex comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Hi Gustavo Oliveira

Then why doesn't Z bot behave like that?

It doesn't look like you're using copy/paste steps and when the user says "No, I still need help" the Z bot lets him contact your team.

How can I do exactly the same as Zendesk?

Thanks,

-Artem

Exibir comentário · Publicado 04 de fev. de 2022 · Alex

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Alex comentou,

ComentárioUsing legacy AI agent functionality

Hi team,

I noticed that my bot flow works completely differently than when I contact Zendesk live support.

1. Zendesk allows for multiple conversations.

2. If the Z bot doesn't know the answer, it allows contacting the agent. But my bot in this case asks to rephrase the question and offers to 'Start over'.

3. When the Z bot suggests an article and I click 'No, I still need help', the Z bot also allows me to contact your team, rather than offering to rephrase the question or 'Start over'.

Please tell me how can I do the same with my bot flow?

Such features are very important for my product.

Thank you!

-Artem

Exibir comentário · Publicado 03 de fev. de 2022 · Alex

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Alex comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Hi team,

I noticed that my bot flow works completely differently than when I contact Zendesk live support.

1. Zendesk allows for multiple conversations.
2. If the Z bot doesn't know the answer, it allows contacting the agent. But my bot in this case asks to rephrase the question and offers to 'Start over'.
3. When the Z bot suggests an article and I click 'No, I still need help', the Z bot also allows me to contact your team, rather than offering to rephrase the question or 'Start over'.

Please tell me how can I do the same with my bot flow?

Such features are very important for my product.

Thank you!

-Artem

Exibir comentário · Publicado 03 de fev. de 2022 · Alex

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Alex comentou,

ComentárioWeb Widget documentation

Also, the user id is not displayed in the custom ticket field.

Exibir comentário · Publicado 28 de jan. de 2022 · Alex

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Alex comentou,

ComentárioWeb Widget documentation

Hi team,

It looks like we've managed to implement authentication for messaging since the end-user is not prompted to provide their name and email address.
BUT in the user profile, the email field is still empty.

Here is the code that we use to generate the token:

import jwt
secret = "******************************************************************************"

token = jwt.encode({'external_id': "123456aa",
        'email': "some@email.com",
        'ext': "1674836085",
        'name': "Jon Watson 1985",
        'scope': "user"
    },
secret,
algorithm='HS256',
headers={'alg': "HS256", 'typ': "JWT", 'kid': "app_61f2c451a3844800edf1e7d3"})


print("------")
print(token)
print("------")
print(jwt.decode(token, secret, algorithms=["HS256"]))
print("------")

eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiIsImtpZCI6ImFwcF82MWYyYzQ1MWEzODQ0ODAwZWRmMWU3ZDMifQ.eyJleHRlcm5hbF9pZCI6IjEyMzQ1NmFhIiwiZW1haWwiOiJzb21lQGVtYWlsLmNvbSIsImV4dCI6IjE2NzQ4MzYwODUiLCJuYW1lIjoiSm9uIFdhdHNvbiAxOTg1Iiwic2NvcGUiOiJ1c2VyIn0.RcOsjkbcil5YcmBnZpzsC3do0Q7nYY9-S_P_d-8rJ5Y

Thank you!

Exibir comentário · Publicado 27 de jan. de 2022 · Alex

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Alex comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Hi team,

We would like to have the same button as you show when contacting Zendesk support.

How can we add it to the Mobile SDK or a website widget?

Thank you,

Exibir comentário · Publicado 25 de jan. de 2022 · Alex

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