Avatar

Support Team

  • Total activity 319
  • Last activity
  • Member since
  • Following 0 users
  • Followed by 0 users
  • Votes 1
  • Subscriptions 161

Activity overview

Latest activity by Support Team
  • Avatar

    Support Team created an article,

    How is FRT and RT counted?

    In Brand Embassy the First Response Time (FRT) and Resolution Time (RT) are tied to the agents’ reply:  First Response Time (FRT) is counting from the moment the message/case was created until the...

  • Avatar

    Support Team created an article,

    Workflow Automation Schedulers

    The Scheduler allows you to repeat the jobs at specific intervals. Let’s set up the Workflow Automation to change the case from one Queue to the other if a case has been waiting for 5 minutes. We h...

  • Avatar

    Support Team created an article,

    Workflow Automation

    Workflow Automation will allow you to set the system to perform an action automatically once a trigger is met. This feature makes easier to customize and adapt Brand Embassy’s platform to your uniq...

  • Avatar

    Support Team created an article,

    Single Sign-On

    Brand Embassy provides a Single Sign-On feature, allowing users to securely authenticate with multiple applications and websites by logging in only once—with just one set of credentials (username a...

  • Avatar

    Support Team created an article,

    Why is a resolved case still in my Inbox?

    In the Queue Routing, one open tab signifies one “slot” from the agent occupancy. As long as the agent has a tab open they are an assignee of that case regardless of its status. In order for the a...

  • Avatar

    Support Team created an article,

    What Happens if someone calls my WhatsApp number?

    It is not possible to initiate a call with a WhatsApp number connected to Brand Embassy. When a customer tries to call it, they will receive the following message:   However, you can receive and se...

  • Avatar

    Support Team created an article,

    SLAs outside of Business hours

    In Brand Embassy, the First Response Time and Resolution time count only during your business hours. All other data are connected either to a date or a case status. A case which was Opened on a day...

  • Avatar

    Support Team created an article,

    Triggering the chatbot

    If an agent gets assigned to a case handled by a chatbot, there are two ways how to get the conversation back to the chatbot. DeeplinksDeeplinks allow the agents to handover back to specific flows....

  • Avatar

    Support Team created an article,

    Response rate per post widget - What are unanswered posts?

    This widget shows how many posts have at least one reply by agent, that means they are considered being responded.In other words, unanswered posts are all those that don’t have a single reply from ...

  • Avatar

    Support Team commented,

    Official comment

    Hi Ahmed, thanks for asking! :)  Once you trigger the export it starts generating and you can see it as queued. Once it is finished, you can find it in your inbox (please check your spam folder) or...