Subject: Re: Chats Auto Resolve
From: Jessie Caparas <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Mohd Imran <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, seeta.seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Date: Wed, 18 Nov 2020 14:01:00 +0000

Hi @Saurabh Dadu<mailto:[email-masked]>

Reporting is important during this event.

Chat tickets should be tagged with type.

Please keep it as per the old process.

Regards,

Get Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Saurabh Dadu <[email-masked]>
Sent: Wednesday, November 18, 2020 2:28:28 PM
To: Jessie Caparas <[email-masked]>; Mohd Imran <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>; seeta.seeta <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>
Subject: Re: Chats Auto Resolve

External email sender, please take precaution.

Hi Jessie,

Thanks for your email.

There are 2 ways:

  1.  We can make add that field within Freshchat, so agent can fill the "Type" field in Freshchat itself.
  2.  We can for now let that field be, I know it would affect the reporting, but it would also save time. If we can agree of this only for WW period.

Regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Jessie Caparas <[email-masked]>
Sent: 18 November 2020 3:53 PM
To: Saurabh Dadu <[email-masked]>; Mohd Imran <[email-masked]>; mustehsan.siddiqui <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>; seeta.seeta <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>
Subject: RE: Chats Auto Resolve

Hi @Saurabh Dadu<mailto:[email-masked]>

Just 1 clarification – if agents will assign the chat to the group LSM Chat Auto Resolve, how will the ticket be properly tagged as per the type of query?

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Saurabh Dadu <[email-masked]>
Sent: Wednesday, November 18, 2020 12:57 PM
To: Jessie Caparas <[email-masked]>; Mohd Imran <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>; seeta.seeta <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>
Subject: Chats Auto Resolve

External email sender, please take precaution.

Hi Jessie, Mustehsan,

We've created a new automation when an agent is handling a chat, which does not require further action, follow-up or escalation, the agent would assign the ticket to group "LSM Chat Auto Resolve". As soon as chat ticket is assigned to this group it will:

  1.  Set the status to closed
  2.  Re-assign this to LiveSalesman group - so if a customer re-opens this ticket, it will be in LiveSalesman group.

No agents should be assigned to or added to new group.

Hopefully it will speed things up a little for chat guys.

Kind regards,

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

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