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… button. Agents can use pre-defined templates when sending messages to contacts. Templates are defined by the … with a country code, like: +1 (USA/Canada) +44 (UK) 91 (India – with or without the + ) It’s optional — you can skip … (Optional) You can add an area or city code (usually 2–3 digits). It can be inside parentheses like (415) or just …

… to the Conversation Flow page. Select a node where you want to add an activity. Expand the Activities section. … the bot to synchronize: Enable Webaccess for the queues you want to use from within the bot here: … the IDs in the red circle above, to target the queues you want to fetch information from. It should then be specified …

… in with SSO this will not sign you out.  Depending on type of dialer used the Exit flow may behave different.    … The Contacts component can be used when working with B2B. You can create one or multiple contacts per customer … by the administrator.   Calendar and Dashboard You always have access to your calendar, which includes your …

… The Feedback tab enables users to do a qualitative analysis of … in the results, and the display enables an overview of feedback shared. There are multiple filtering options that … screen, where users can insert the relevant word and the feedback view will populate with relevant responses. From …

…   Please note, this documentation is referring to functionality for which an End of Life has been … Navigates the customer to specified URL Image in Chat Shows an image Check Group status and transfer Checks if … block will open in the Edit tab. If you click on the settings drop down menu more options will appear.   Here you …

… settings   Click the  labels  tab From here, there are four types of scorecard/reporting labels that you can configure. Line item categories; Contact types; Contact channels; and, Evaluation modes. (1) Line … To reactivate, simply click the Inactive status pill. (2) Contact types Clicking the info icon reveals more …

… Over the past year, we have gradually moved towards more agile and frequent release practices. We are now … and improvements can be released at any time, without waiting for scheduled maintenance windows. What Does This … Smaller, incremental changes lower the chance of service disruptions and simplify troubleshooting. Industry Best …

… back, and sometimes they solve their own problem while waiting to be called back, but they can’t cancel the … "Callback tracker" or "My callback". Max 30 characters.  2 Logo Please upload the logo file to be shown in the upper … of the Callback Display web page for your callers. File type should be .png or .jpg. We recommend a square logo with …

… Generative AI enables bots to provide flexible, context-aware responses. When paired with a SupSearch search engine, … on context . You can choose from the following context types: Search Engine (Recommended): Uses a SupSearch search … in the activity settings. Bot Answers Sensitive or Unwanted Questions? Increase the Answer generation confidence …

… This article provides an overview of changes and additional features included in the Puzzel Contact Centre … be enabled and disabled in the admin portal instead of always being on Customized height of match window The height … for adding contacts, accounts and cases should now always be shown on a no match. Fixed a bug when adding …

… and so on. Directory data can be obtained in the following ways:     Exchange Sync     File import     Web interface … In essence, connectors get presence from the source, or forward presence from the database to a consumer of presence. … for the Presence Hub Project, along with their type:  Name Source Destination Atea Connector Global Source …

… and additional features planned for a release on 14 October 2025 . The changes made in this release concern Puzzel … from MP3 to OPUS  As announced in Release notes 10 June 2025 , we plan to change format from MP3 to OPUS for new … format before WMA's end of life, which is 31 December 2025, ref this announcement . If Puzzel delivers call …

… currently working on, the Parent ticket. It is an efficient way of grouping all the related tickets to the present … Parent and Child Tickets widget and search the ticket you want to assign as a parent to the current ticket by ticket …

… This is what the Overview tab looks like for the NPS survey type: This is what the Overview tab looks like for the CSAT survey type: This is what the Overview tab looks like for the … Score, responses, and Percentage of Total. Video Tutorial Watch our video tutorial on how to use the analytics …