Slack Ticketing
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 ...
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.
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 ...
How to transfer ticket to other users in Slack?
You could transfer your live chat to another team by using a transfer command. Please click here for more details about transfer command.
What does it mean if we cannot pick tickets in Slack and there is a restricted_action error in the logs?
If there is a restricted_action error in the logs, that means there is a team preference that prevents the authenticated user from creating channels. Please check if you have updated the create channel setting for your Slack workspace recently. You ...
I have updated the label to the channel name, why can I still not receive tickets in Slack?
Please note the label is not the slack channel name, in this case, no ticket will be received in the Slack channel. Please use "default" if you have toggled on "Default" for that slack channel in the Broadcast Group Settings. Please refer to the ...
Can we add other members to the Slack channel and reply customer directly?
Yes, you can add other members to the Slack channel and reply to customer inquiries by default. If you would like to only allow the agent who picked the ticket to reply to the customer in the private Slack channel, you could toggle on the "1 on 1 ...
Why is the Auto End Live Chat not working?
The Auto End Live Chat node only works on the tree in an Inlet Channel (i.e. Facebook Messenger, Webchat, WhatsApp, etc). Please check if you have added the node in the Slack tree instead. You could copy the node to the Inlet Channel tree with the ...
Why can't I create a new Slack ticketing channel after picking a ticket?
Please check if the Slack channel name has exceeded the channel name limit. Since the maximum character limit of a Slack channel name is 80, an error will occur with no response when the agent picks the ticket if exceeded. Please refer to the Slack ...
How to connect Slack (public app) to Stella?
For connecting Slack public app, please follow the steps below: 1. Go to Channels 2. + New Channel 3. Channel Info: Input Name 4. Platform: Select Slack and Connect your Slack account For more details please click here.
What can I do if the slack ticket is over 24 hours?
You will not be able to contact users beyond the 24 hours window. You can use the auto-end live chat function to stop the live chat once the chat reaches the 24th hour. Please refer to this document to set up.
After starting the live chat, the group name becomes 'tony_null_2zhi', what do the 'null' and '2zhi' represent?
There is an action in the node to create the live chat ticket. You could customize the group name with the below line. let groupName = `${firstName}${lastName}` Since there is no last name for WhatsApp, there is a "null" in the group name. For ...
Can we remind the admin to pick a ticket in the ticket channel?
Currently, we don't have this feature .
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.
How to set up the "@stella template" command for a CS agent to use the template and send it to the customer in WhatsApp?
1. Create a tree node in the WhatsApp tree with the WhatsApp message template response to users. Please click here for the set up details. 2. Set up a Slack command (both tree and global node) for sending the template in the slack tree and add below ...
I added a number of the broadcast groups, but it only displays 5 groups, is there any group limit for using the transfer function?
Yes, there is a maximum limit of 5 buttons for Slack.
When the admin pressed the 'chat with user' button, why did the admin receive a conversation history link instead of the message from the user?
User messages will appear in the Slack channel after the admin has picked the ticket. The admin can also go to the conversation history to check what the user had inputted before. You may refer to the Standard Procedure of building a Slack channel ...
Why couldn't my Slack channel receive the ticket?
Please check if you completed the following steps: If you are using your own Slack app, please check if all permissions are selected in Slack. Please check if the Stella app added the Slack ticketing channel and the label in the preaction matches ...
Why does Stella always invite me to the Slack channel?
If you are the Slack admin who connects the bot in Stella, you will be automatically invited to all the channels for checking the LiveChat conversation and using your token to archive the channel. To prevent this, you could create another user to ...
Can we change the App Name (Stella) in Slack?
The app/ bot name cannot be changed if you have subscribed to our Stella Slack App. You can only change the app name if the app is owned by your team (custom app).
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 ...