Danielle Ditson

+1 to the ability to see the ticket number so I can find the conversation after it is transferred to an agent. I can't even get the information from the Conversations API because there is no clear place to find the URL or the appId to make the call. 

Also the complete inability to train the bot based on the conversations is extremely frustrating. I can review the conversations, and see where the bot should've directed the conversation. But I have no way of providing the bot that feedback. 

Similar to Morgan we are trying to test the new AI bot features without disrupting the current bot that we have in production. We have a smallish team and I wanted a way to re-create the bot that I have in production adding the AI features and ask my team to assist with testing and provide feedback. But I can't do that because the help center isn't available in Sandbox.

Hi Gabriel, 

Thanks for the response to Victor's question, but my experience is that it is not working that way. My team doesn't use the apps panel for anything, so we are switching back to the Customer Information panel on every ticket, and that is what is showing when we submit them. And yet we continue to have the same problem that Vicor reported.

If a messaging ticket (live chat) isn't closed, and an end-user replies is it possible to route it to another agent if the assigned agent isn't online for messaging any longer? We have agents who work different shifts and if they were chatting with someone at the end of shift 1, and came back before the ticket was closed, we don't want them to have to wait til the next business day to get a response; especially since at that point it would no longer be a chat response.