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Sacbe Alfonsina Ibarra E's Avatar

Sacbe Alfonsina Ibarra E

已加入2022年6月16日

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最后活动2023年5月30日

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的最新活动 Sacbe Alfonsina Ibarra E

Sacbe Alfonsina Ibarra E 进行了评论,

评论Setting up Talk

Hi, 

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

查看评论 · 已于 2023年5月30日 发布 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E 进行了评论,

评论Routing

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

查看评论 · 已于 2023年5月03日 发布 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E 进行了评论,

评论Workflow 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).

查看评论 · 已于 2022年12月06日 发布 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E 进行了评论,

评论Using 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? 

查看评论 · 已于 2022年11月30日 发布 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E 进行了评论,

评论Routing

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? 

查看评论 · 已于 2022年10月27日 发布 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E 进行了评论,

评论Routing

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? 

查看评论 · 已于 2022年10月27日 发布 · Sacbe Alfonsina Ibarra E

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Sacbe Alfonsina Ibarra E 进行了评论,

评论Measuring 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.  

查看评论 · 已于 2022年6月16日 发布 · Sacbe Alfonsina Ibarra E

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