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  • 1.  How can I relate a chat interaction to a customer?

    Posted 06-04-2020 20:15
    Edited by Ivan Fernandez 06-08-2020 16:47
    No replies, thread closed.
    Hi all,

    In the Interaction view I can relate the interactions from the customer in the following way:

    • Voice interaction: using the ANI filter.
    • Email interaction: using the from or To filter.


    How can I relate a chat interaction to a customer?

    Regards.
    #DigitalChannels

    ------------------------------
    Ivan Fernandez
    ------------------------------


  • 2.  RE: How can I relate a chat interaction to a customer?

    Posted 06-08-2020 03:53
    No replies, thread closed.
    Hi Ivan,

    Have you tried to add the Remote Column?

    There is no option to search by Remote name but this will help you to find the interaction when using the chat filter.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 3.  RE: How can I relate a chat interaction to a customer?

    Posted 06-08-2020 16:57
    No replies, thread closed.
    Hi Paulo,

    Thanks for you advise, I try with Remote column, but I need to link the chat to a customer phone number or email. The Remote column only show me the name.

    Regards.

    ------------------------------
    Ivan Fernandez
    Cloud Technologies Consulting S.A. de C.V.
    ------------------------------

    Original Message


  • 4.  RE: How can I relate a chat interaction to a customer?

    Posted 06-09-2020 02:42
    No replies, thread closed.

    We use to search this from external contact , if your external contact is correctly updated with customer data (example : email and phone number )  then any interaction by using those email or phone number can be found in external number ,  kindly try this and update if its useful

    i also have same  concern : interaction for chat and messaging (twitter & facebook ) do not have filter option like remote or from ( mobile or email) 



    ------------------------------
    Noufal Ibrahim
    SMASCO
    ------------------------------



  • 5.  RE: How can I relate a chat interaction to a customer?

    Posted 06-09-2020 20:32
    No replies, thread closed.
    Hi Noufal,

    Thanks for the information, with the external contact I view only calls and email interactions, but I want to search chat interactions with this information (phone number or email) with the information with external contact or in the interactions view.

    Any suggestion?

    Regards.


    ------------------------------
    Ivan Fernandez
    Cloud Technologies Consulting S.A. de C.V.
    ------------------------------

    Original Message


  • 6.  RE: How can I relate a chat interaction to a customer?

    Posted 06-12-2020 00:31
    No replies, thread closed.
    Hi Ivan,

    I know this is not what you are looking for but now there is a new Remote filter for interactions.


    I think you should raise an idea for this.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


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