FAQs
General
- I cannot login to Brand Embassy
- How to send a Console print screen
- From the IT perspective, what do I need to do before I start using Brand Embassy?
- What sources other than social channels can be connected to Brand Embassy?
- How many social channels can I connect to Brand Embassy?
- What are the requirements for adding a social channel to Brand Embassy?
Care & CRM
- Why does a case not have owner/inbox assignee
- Why is a resolved case still in my Inbox?
- I got a "Sending has failed" error message
- What is the smiley face in the customer conversation for?
- Inbox Assignee vs Owner Assignee
- Can I snooze a message?
Reporting
- How is FRT and RT counted?
- Response rate per post widget - What are unanswered posts?
- Can I trash just a specific case, not a whole post?
- Why does not Inbound/Outbound match with Opened Cases?
- My FRT/RT is high
- How can I see the "unanswered" requests?
Settings
- Why kind of posts can/cannot be synced to BE?
- Email Ticketing Form Explained
- How can I add a channel to Brand Embassy?
- Why should I create a team?
- What are the criteria for assigning posts to users?
- What is the difference between an agent role and a manager role?
Queue Routing
- What is the difference between push and pull routing?
- How many filters per Queue can I create?
- My agents are not being routed cases from this specific channel
- Do I need to Set up queue filters when i have a sub-queue set up?
- Cases are being assigned to queues with no online agents!
- Excluding a post from routing
Advanced Features
- What is Regex and how to use it?
- Changing case status (Scheduler)
- What is the difference between a trigger and a scheduler?
- Unassign from agent inbox
- My Google Play token is expired
- Can I forward a Live Chat session?