Help Center Request

Stage - Automate Objective - Route to Human Business Problem: Business wants to have all contacts from a specific channel to be handled by 1 agent. Pain Points: Returning Contacts handled by multiple agents causes inconsistency in communication style. A different agent handling returning Contacts has less context of the Contacts. Businesses find it hard to track performance and accountability when all agents manage multiple channels. Solutions Options: Create a new WF Template specifically showing how to identify the contact's channel then straight do assignment > then write the new page. Or Use existing Welcome Message: Channel Specific WF template > in kb page just show how to add the Assign To step into the WF template.

Business Problem: Business wants to reduce response times by enabling a conversation to be transferred from Agent A to Agent B if the conversation is not responded to by Agent A within a specific time frame. Pain Point: Delays in responding to customer inquiries which cause frustration among customers and lead to poor customer experience.

Stage: Capture Objective: Capture from Website Business Problem: Businesses often add the same channel widget to multiple websites. When a conversations starts on the platform, they want to be able to identify which website the Contact is coming from. Pain Point: Businesses struggle to track the source or website where the Contacts came from. Solution: Add multiple widgets of the same channel, each with different pre-filled messages. Then, add each widget to the appropriate website. Thus, the source can be identified when the contact starts the conversation with the pre-filled message. Can be applied only to channels that allow pre-filled text to be defined e.g. WhatsApp, Viber, Email.

Stage: Automation Objective: Ability to create workflows that can route customer conversations according to language preferences: Route to Human > Language Based Routing. Business Problem: Customers should be routed based on their language preferences using workflows. Pain Points: Businesses with international customers find it difficult to create workflows that route the conversation according to the customer's desired language. Solutions: To create a workflow that triggers when a conversation is initiated: Create a new workflow; Add a trigger step to initiate the workflow when a conversation is opened; Add a branch step to branch the workflow based on the languages provided; For each branch, configure the branch for the language that you want to support; Contact Field > Language > is equal to > Language Add a send a message step, to send a welcome message in the corresponding language Later add an ask a question step to collect the contact information that you need based on your business.

Business Problem: Business wants to have a customized journey for contacts coming from click-to-chat (CTC) ads. Pain Point: Contacts coming from CTC ads are funneled through the same journey as those from other sources, which may lead CTC contacts to dropout of the journey due to the absence of communication that is relevant to them. Businesses are unable to maximize their CTC ad spend when they cannot tailor the journey for contacts generated through these ads.