How to enable multiple agents to reply client ticket?

If you would like to enable multiple agents to reply and end the ticket, please toggle off the 1 on 1 live chat in the Slack channel. 

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• What can we do if there are multiple ticket sent from a client at the same time?

  The double tickets could be caused by multiple input from the customer in a very short period of time, it also could be the user phone network issue leading to multiple messages sent in WhatsApp at the same time. Since the user is only able to ...

• Why is there no change on the ticket status after picking the ticket in Slack?

  There is a rate limit on the Slack API: it can only support changing one Slack response per second. Therefore, if you pick multiple tickets in a short period of time, the response will not change as it has exceeded the limit. However, you could ...

• Can we send a message to remind the Slack admin to reply to a WhatsApp user after they pick a ticket?

  Yes. We can use the live chat setting in the channel to send a reminder if the user has been idle for a period of time. For more details, please click here and start creating the reminder here.

• Could we remove client account in the partner portal?

  Currently, you could not remove the client account in the partner portal. Please submit a ticket to our Support team if you would like to terminate a client account.

• Why there is no close message sent to client when we done the ticket?

  The reason could be related to the 24-hour window if your connected platform is Facebook or WhatsApp.  If the Done command is used 24 hours after the last message sent by the user, the closing message will not be sent to the user even though the done ...