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Sacbe Alfonsina Ibarra E's Avatar

Sacbe Alfonsina Ibarra E

Entrou em 16 de jun. de 2022

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Última atividade em 30 de mai. de 2023

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Atividade mais recente por Sacbe Alfonsina Ibarra E

Sacbe Alfonsina Ibarra E comentou,

ComentárioSetting up Talk

Hi, 

Is it possible to set up a Talk line that we already have on whatsapp with Zendesk? 

Exibir comentário · Publicado 30 de mai. de 2023 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E comentou,

ComentárioRouting

Can you use omnichannel routing with side conversations? 

We have a backoffice team that only receives tickets via side conversations. They are not light agents, and they would like to use the capacity rules and omnichannel routing. 

I tried setting it up but the tickets are not assigned to them automatically. They already have the capacity rules

Exibir comentário · Publicado 03 de mai. de 2023 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E comentou,

ComentárioWorkflow best practices and recipes

We turned on omnichannel routing but the moment we turned it on all the calls were rejected with the message of "outside of business hours". Is there any additional set up that I need to do for omnichannel routing to work with calls? (I did not add any trigger yet, I only turned it on).

Exibir comentário · Publicado 06 de dez. de 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E comentou,

ComentárioUsing AI agents for messaging

Can you give me more details on what doesn't work with whatsapp regarding data capture?

Maybe an example of what I wouldn't be able to do? 

Exibir comentário · Publicado 30 de nov. de 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E comentou,

ComentárioRouting

Thank you @... I guess my question is, if I have skill based routing set up how would it interact with omnichannel routing? Would I be able to keep both or would I need to choose between one or the other? 

I'm still learning about the different routing options. I still have the question about what's the difference between using groups or skills, is there a benefit for one or the other? 

Exibir comentário · Publicado 27 de out. de 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E comentou,

ComentárioRouting

Is it possible to combine omnichannel routing with skill based routing? 

I am also confused, what's the difference between using groups or using skills? 

Exibir comentário · Publicado 27 de out. de 2022 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E comentou,

ComentárioMeasuring success

Hi! When are you planning for SLA policies to support chat or messaging tickets? Those are extremely important channels for us your Latam customers. It's more common for us to use chat/messaging than calls/email.  

Exibir comentário · Publicado 16 de jun. de 2022 · Sacbe Alfonsina Ibarra E

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