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Support Team

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Latest activity by Support Team
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    Support Team created an article,

    Why is my queue full of old cases?

    Brand Embassy doesn't fetch older posts and their comments. However, if a user comments on an old post, all comments within that post are going to sync, flooding your account. You can prevent this ...

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    Support Team created an article,

    Instagram DM

    Before you start connecting your channel make sure that your Instagram is a Professional or creative account with rolled-out Instagram direct (https://developers.facebook.com/docs/messenger-platfor...

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    Support Team created an article,

    July - December Release Notes

    Instagram Direct Messages  Instagram Direct Messages have been available within Instagram for years, but its availability for API integrators was made public only recently. As this is an important ...

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    Support Team created an article,

    Message Query Search 

    You can expand the message search using the search tab. Here are some examples of frequently searched fields:    Search messages based on their content:  content = XYZ content IN XYZ  Other avai...

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    Support Team created an article,

    Why does a case not have owner/inbox assignee

    These are cases that agents interact with without being assigned to them. This happens when the agent picks cases from the case search or replies inside a public post instead of only working on tho...

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    Support Team created an article,

    Slack

    Slack is a collaborative messaging channel, usually used to discussed work-related topics and issues. It offers a wide variety of integration options such as task managers, document editing tools, ...

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    Support Team created an article,

    Custom fields per channel

    You can use forms to add a level of customisation to your case custom fields. Here are the 3 main functionalities of forms: Customize the pre-chat survey forms on different chat channels – more id...

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    Support Team created an article,

    Proactive Chat Pop-ups

    Use Workflow Automation to create pop-ups that will be triggered by API to customize when and which pop-ups should appear as part of your Live Chat.  Trigger  First, let's add a trigger. Make sure ...

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    Support Team created an article,

    May/June Release notes

    Upcoming UI changes In August/ September we will be rolling out a new modern improved design, Brand Embassy will be rebranded into a blue colour schema, inbox tabs will be moved to the left side an...

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    Support Team created an article,

    Google Business Messages

    Google Business messages channel allows your customers to reach out to you when pressing the chat button in the Google search results, in Google maps or elsewhere in the Google ecosystem.  This ser...