-
Agent tools
Troubleshooting on questions relating to agent tools Visitors aren’t receiving messages from our agents; on the agent-side, sent messages are in red Cause: By design, agent messages that visitors didn’t receive are displayed in red text in the agent’s messaging window. Generally this is caused by network connectivity…
-
Consumer experience
Troubleshooting for questions relating to the consumer experience Agent icon not aligned with first line of message on consumer iOS devices Cause: The Agent icons are not aligned with first line of messages on consumer iOS devices. Instead the icons are located at/aligned with the bottom line of the messages.This issue…
-
Messaging conversation segments
When a conversation has multiple skills or agents assigned to it, measuring the performance requires segmentation The reality of messaging conversations today is that about 50% of interactions are transferred between skills. Many of the brands are also experiencing transfers between human agents. In situations where…
-
Set up and management
Troubleshooting for all questions relating to set up and management Why isn’t AutoClose closing conversations? Cause: * The AutoClose process runs every 5 minutes. * If the account’s AutoClose is configured to 2 hours, the conversation automatically closes within 120-125 minutes. * This applies only if during those 120-125…