Prakruti Hindia
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Atividade mais recente por Prakruti Hindia-
Prakruti Hindia comentou,
The expected result of this trigger is that the designated group receives and serves the respective chat (messaging group routing) ? Yes, that's correct. Only the agents in the designated group...
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Prakruti Hindia comentou,
Hi Clik, Thank you for posting your configuration. Minor suggestion on the setup is to remove the Action to Set Channel -> Chat. These tickets should continue to have Channel - 'Messaging'. Parts o...
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Prakruti Hindia comentou,
Hi Thomas, Messaging, as a channel, is always available to the customers. It is important to set expectations and collect enough information for the agents to resolve the issue. For this, we can b...
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Prakruti Hindia comentou,
Hi Megan, We do not support group assignment based on free text entered by the end-user. If we can create a flow in Flow Builder prompting for nature of issue, then Support Triggers can be used to...
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Prakruti Hindia comentou,
Hi Anton, Re: offline behavior. Messaging, as a channel, is always available to the customers. It is important to set expectations and collect enough information for the agents to resolve the issue...
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Prakruti Hindia comentou,
When you tell me to update the condition of my trigger and only Stage 3 is notified, my follow up question to that is then if a customer only wants to speak to Customer Service, and I don't want t...
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Prakruti Hindia comentou,
Hi Jordan, Thank you for writing in. Proactive messaging is on the roadmap. -Prakruti
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Prakruti Hindia comentou,
Hi Artur Tsudik, Thank you for the clarification. The screenshot clearly shows that the agent is accepting a chat that has been in the queue for 6 minutes. And chats that have been in the queue f...
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Prakruti Hindia comentou,
Hi Megan, Vyacheslav, Artur, Thank you for the feedback. I understand that intent is to get a quick response back to the customer. If the agent is not online and their ticket re-opened, we want t...
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Prakruti Hindia comentou,
Hi Megan, We have seen other customers ask their agents to shift their tickets back to their Group queue at the end of their shift. Alternatively, admins can change the ticket assignee to other ag...