Board General

After the last update, in some chats the messages are sent alone, without the possibility of being able to edit the errors, it's frustrating, I need to know if there will be any type of configuration that is activated that allows messages to be sent just by pressing the mouse key.

It is necessary that we have the option of being able to select more than one account since in some services we have more than one service channel, and we need to consolidate the information that is provided such as: Average attention time Abiertos created Closed Ignored

Hello. I want to suggest that the Messages tab also shows the executive's response time in the Response Time column (seconds). Currently, this field measures time to the client and not to the executive, which prevents us from correctly evaluating the executive's response times and, therefore, validating their effectiveness.

It should be like WhatsApp because we are already used to chatting that way. Going through columns is cumbersome, it makes you confused and you spend more time understanding and investigating what chat is. When using columns there is no distinctive chat, it is lost among all chats. On the other hand, if it were like WhatsApp, those who respond would always be at the beginning. The chat “header” is too large, uses too much space and therefore space is lost in the conversation. In addition, you should be collecting relevant information for the agent. For example, if the customer indicates the RUT and order number, this header could collect it so that it does not have to go up and up until it is found again.

To be able to filter the columns by department to be able to see how many interactions I have queued for each department

Option to edit the message once sent to the customer in order to avoid spelling errors detected after sending.

We are B2B, so we are contacted by several people from the same company, it would be ideal to be able to group these people into “accounts” and thus be able to manage tasks associated with the account/user

To be able to search for a customer using their mobile number on Whatsapp, and not just by profile name.

It would be very helpful to be able to view CSAT, CES and FCR information by channel in the “Analytics/Satisfaction” section. Currently, it only allows filtering in the dashboard by date, and if we want to see it separated by channel and account, we have to download the data and do a completely manual job to filter the information. We have several channels and several accounts for each channel logged into the platform and we need to be able to see the information separately.

We have designated a work schedule (Monday to Friday from 8:30 a.m. to 4:00 p.m.) and defined an automatic response to those who communicate outside those hours. We asked about the possibility that the default message will not be sent to those customers who already have a ticket in progress and who had communicated before the end of the schedule, in order to allow us to end the service properly, but the Adereso support executive tells us that unfortunately this is not possible since they do not have that configuration. We suggest opening an option so that those tickets that are in progress and that were opened before the end of the working day, do not receive the automated message and do not suffer the automatic ticket closure once they have passed the designated time, so that they can continue with the conversation until the executive finishes the process.