Settings and activity
9 results found
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52 votes
AdminGrigori
(Product Manager Contact Center, RingCentral)
supported this idea
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27 votes
An error occurred while saving the comment -
5 votes
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2 votes
An error occurred while saving the comment Hello Peter,
when you said: "When a message is assigned directly to an agent in routing mode, it shows in my inbox and not my messages." did you mean that in Inbox (All messages) we use the assign button to assign a message to an Agent, and you expect this to create an interaction (task) visible in My Messages, right?so not " is assigned directly to an agent in routing mode" but is assigned directly to an agent in Inbox mode (All Messages)
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29 votes
An error occurred while saving the comment Can you please describe the use cases when you would lock a thread?
1) when would this generally happen, as in when will a certain agent or supervisor decide to lock a thread? can we assume that it will be only after engagement dies down quite a bit, so let's say after 48 hours or 72 hours or a week?2) Locking a thread would prevent any Agents from replying to any of the comments. So before locking a thread, the person doing the lock, will logically scan for any comments that require engagement, right?
3) "Without this, we are open to missing important queries due to "ignoring" full comment sections, which is a huge risk to our business meaning we're currently not planning to connect our social platforms."
Are you then running Facebook in test mode only on a test channel? If we will resolve your request and you would connect your facebook or other social media platforms, will you be using them in "My messages" mode or in "All messages" mode to cherrypick only some comments that need engagement, instead of routing every single comment through a queue?
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2 votes
An error occurred while saving the comment This idea will be taken under consideration, thanks for this interesting feedback.
A workaround exists already to exclude a certain portion of the backlog from "My messages" is to create queues that will target only specific categories/channels/languages. Meaning that a certain portion of messages, will not be routed to agents and be only addressable in the "All messages" mode.
Would this work or do you have a specific reason to mutualise the processing of the same backlog subset in both modes (cherry-picking and routing)
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15 votes
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4 votesAdminGrigori
(Product Manager Contact Center, RingCentral)
supported this idea
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109 votesAdminGrigori
(Product Manager Contact Center, RingCentral)
supported this idea
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Dear requestors for "Spam detection for chats"
In order to research about this feature, can you provide examples and how often this happens?
I believe that implementing a pre-chat form with mandatory fields + connecting a chatbot will help mitigate spam attempts to some extent.
Note. We support a native integration with Dialogflow bot and a Bring your own bot solution.