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Marco Nasuelli

Entrou em 27 de jan. de 2022

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Última atividade em 02 de fev. de 2023

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Marco Nasuelli criou uma publicação,

Publicação Q&A - AI and automation

Hello everyone! 

As a zendesk partner, we have integrated a chatbot on the chat channel. Specifically in the web widget, which is the native chat.

When the bot fails to help the end user it exits the chat and transfers the same chat to a human colleague in some department.

Sometimes, however, the bot transfers the chat but remains in the same chat together with the operator. So when the user writes to the human colleague he gets a response from both the bot and the human colleague. 

How can I solve this problem?

Publicado 02 de fev. de 2023 · Marco Nasuelli

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Hello everyone, 

we have a 3rd party chatbot that transfers chats to two different departments in case a human operator is needed. 

How can i calculate the chats transferred by human operators from one department to another?

I tried to use "Transferred chats" and I got all the chat transferred by the chatbot to a human operator, and then i tried "Transfers" but it always zero. 

We would like to understand how often the bot errs in transferring the chat to the correct department

Exibir comentário · Publicado 28 de fev. de 2022 · Marco Nasuelli

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