Unrelated messages sent to the customer as if on behalf of the CS agent
planned
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Julietta Pandukhtyan
Please see the messages about Asian handicap which are not related to the conversation and sent to the customer in the middle of the conversation: 1. https://app-eu1.hoory.com/app/accounts/5/conversations/3500106?messageId=62026316 2. https://app-eu1.hoory.com/app/accounts/5/conversations/3506767?messageId=62149490
Lilith Jalalyan
planned
Lilith Jalalyan
Erik Movsisyan jan thanks ! I believe we can make Canned Responses per channel ?
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Erik Movsisyan
Lilith Jalalyan jan hi , do you think it will be possible to separate Canned Responses per channel and have Public and Private at the same the? We think this will be the best solution.
Lilith Jalalyan
Erik Movsisyan jan can you pls take a look ?
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Erik Movsisyan
Lilith Jalalyan jan , similar issues are probably related to big amount of canned responses in our workspace , there are some cases where agent is trying to send one template , presses enter on it and gets another template ( I think it's happing because templates are loading long and kind of "Jumping" on each other ).
We think possible fix for this issue will be implementing Private and Public canned responses. I discussed this case with Pouria , he said it's possible and will be done asap.
Tigran Nalbandyan
hello Julietta Pandukhtyan, we saw this issue long time ago, I can offer you just delete this particular canned response and add it again.
Lilith Jalalyan
Tigran Nalbandyan