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

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• 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. 

• 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 ...

• 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 ...

• Can we know the Sent/ Delivered / Read time of the mesages?

  Yes, you can find the message Sent/ Delivered / Read times when you put your mouse over the time in the conversation history.  Please note that there will be no read time available if the user does not enable the read status in their platform (i.e. ...

• 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.