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sarah aasland

Entrou em 01 de mar. de 2022

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Última atividade em 18 de ago. de 2022

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sarah aasland comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Dominic We are/were in the same boat-- we want to make it easy for someone to get to an agent if that's what they want to do. What I ended up doing was adding the 'contact us' step (presented with the option to message us, email us or call us) to the end of every path that I had ending with an article suggestion.  

Here's an example: 

Just wanted to share in case it helps you out! :)

Exibir comentário · Publicado 19 de abr. de 2022 · sarah aasland

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sarah aasland comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

update: I came across the 'answer enquiry' attribute (in the Answer Bot data set) and am able to report on this now!

 

 

Exibir comentário · Publicado 18 de abr. de 2022 · sarah aasland

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sarah aasland criou uma publicação,

Publicação Feedback - Chat and Messaging (Chat)

I'm pretty sure there is not currently a way to do this- do let me know if there is one!

I'd like to see or at least be able to report on the free-text messages that are sent to Answer Bot during the flow builder stage, especially if the answer bot was unsuccessful and did not find any relevant articles to suggest. 

This would only apply to conversations in which they engaged with the Answer Bot and did not request to be transferred to an agent (I do understand that the entire conversation history is included when the conversation is transferred to an agent).

We need this feature as it allows us to improve our existing articles or write new ones based on the questions end-users are asking. 

 

Publicado 13 de abr. de 2022 · sarah aasland

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sarah aasland comentou,

ComentárioManaging your email

Thanks, @...

Exibir comentário · Publicado 13 de abr. de 2022 · sarah aasland

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sarah aasland comentou,

ComentárioExplore recipes

Does anyone know if it's possible to pull up a list of the individual tickets that are being counted when you click on the KPI metric?

Exibir comentário · Publicado 12 de abr. de 2022 · sarah aasland

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sarah aasland comentou,

Comentário na comunidade Feedback - Voice (Talk)

Jenny Gillett It sounds like the plan is to enable the agent that is already chatting with the end-user to move that conversation to a phone call-- am I understanding that correctly?

We wouldn't want agents that are assigned to be on chats to switch over to a phone call for a few reasons:

1. The agent engaged in the chat is likely to be engaged in 2 or more other chats-- we would never expect an agent to be able to handle multiple chats while they're also on a call. 

2. We wouldn't want end-users to be able to utilize this feature as a way to avoid having to wait for an available agent to take their call (when our lines are busy). It's helpful that it can only be initiated by an agent, but if a customer asks to move the conversation to a phone call it'd be difficult for an agent to say no

Exibir comentário · Publicado 12 de abr. de 2022 · sarah aasland

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sarah aasland comentou,

ComentárioExplore recipes

Daniel Aron Is it possible to report on or access a list of the free-text messages that an end-user sends/asks Answer Bot?

We would like to know what questions that answer bot had trouble answering or suggesting articles for so we can write articles that answer questions people are already asking

Exibir comentário · Publicado 06 de abr. de 2022 · sarah aasland

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sarah aasland comentou,

ComentárioZendesk messaging

Is it actually possible to send a message if the account is offline? Here's a section of an article https://support.zendesk.com/hc/en-us/articles/4408842880282#topic_d3p_q5f_rhb that clearly says it won't work if the account is offline...

Trigger actions
Action statements define what occurs if all the condition statements are true and the trigger fires. You can think of action statements as ‘then’ statements: if all of your conditions are true, then perform these actions to update the user and optionally send notifications.
Table 3. Trigger actions
Action Description
Send Message to visitor Sends the given message to the visitor
Note: If the account is offline, this action will not work.

Exibir comentário · Publicado 06 de abr. de 2022 · sarah aasland

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sarah aasland comentou,

ComentárioUsing AI agents for email and web form

Is there a way to see what the end-user asked/said? Especially for the instances when the Answer Bot wasn't able to suggest a relevant article?

Exibir comentário · Publicado 05 de abr. de 2022 · sarah aasland

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sarah aasland comentou,

ComentárioViewing and using dashboards

Is there a way to see what the end-user asked/said? Especially for the instances when the Answer Bot wasn't able to suggest a relevant article?

Exibir comentário · Publicado 05 de abr. de 2022 · sarah aasland

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