1912 results found

… the name of either the queue, agent, or catalog contact you want to transfer the call to. If 'Phone' is selected, simply type in the phone number. When you have found who or what to … in the name of either the agent or catalog contact you want to consult. If 'Phone' is selected, simply type in the …

… field is auto populated but can be amended. You can either type the email address or choose from the list you’ve added … the reply has been sent but ticket status is Pending (i.e. waiting on information from customer to be able to resolve) … the reply has been sent and ticket status is On-Hold (i.e. waiting on internal information) The ticket status can be …

… saved. Part 2: Prompts:  The phrases used to prompt each type of feedback Part 3: Time to acknowledge  before the …  - The system enables you to prompt up to three different types of general feedback, However, If you only wish to prompt one or two types of feedback (rather than all three options), simply …

… Service number (only if you have more than one). Media type: Phone, Chat, Social or Email. If Email is selected, … from this new queue   Import file with system queues If you want to add several system queues and belonging skills and …   Default empty. Can be given a value between 0 and 3600 only for queues with media_type = 'phone'. Empty means …

… have access to the Scheduled task (calendar) tab. If you want to map variables from an ongoing call into the … here . Enquiry Registration : Default off. Turn on if you want to use Enquiry registration. More details on Enquiry … a free text comment, please set to ON. Max time per pause type : Default OFF. If you turn it ON, you can define a max …

… , and the new product documentation is available here . You want to know what the customers think about your chatbot. To … a survey: Go to Settings and enable survey. Select which type of rating you want to use by choosing a template Define when the survey is …

… communication, like this example:   Customer writing while waiting in queue:  Hi, Insurance company! My car broke down … - Default OFF. Requires that the bot uses Puzzel's bot gateway. In short we are doing these changes: The automatic … overview in the Archive, we are also now splitting today's type “Email/Social” into the 2 underlying media types, that …

… Forms are used in Sales Intelligence to collect various types of information. Forms can contain information for the … well as one or more questions. Each question has a specific type (text field, checkbox, etc.). Forms feature are also … a test form where you can practice and test different field types and settings.     In the List tab, all the fields in …

… Now you can create a new user group and select what kind of type it should be (Admin, Agent, Wallboard, Bots). If not all your agent user groups should … as an alternative to select a user group type. If you want e.g. 5 agent user groups in business area x with …

… Placeholders in Templates or Campaigns, you can manually type “ {{customer:…}} ” without the quotation marks. Enter … - will return date in iso8601 format {{ticket:type}} Identifies the source type of the ticket (e.g., API, Email, SMS). …

… protocols to verify the identity of end-users in a secure way. 1. Standard OIDC-flow An OIDC explicit code flow allows … engage can be described as: Providing a reliable and secure way to connect/link a visitor’s puzzel-session (i.e. the … of a visitor should be presented to an Agent in a way that indicates that this information is reliable and can …

… Action Bar Filters and Sorting Agents can be filtered in two ways: Typing into the filter agents text box. This will filter on name, team or skill set. Selecting an agent type from the drop-down list (this will only display if more than one agent type is available) The agents can be sorted by selecting an …

… is disabled by default" toggle Applies to All Rule Types: Event Rules, New Ticket Rules and Outbound Ticket … • Agent replies (outbound emails) • Auto replies • Forwarded emails (only if marked as public) • Replies to … … Release Notes Puzzel Case Management November 11th 2025 …

… Example response { 2 "authenticationSchemes": [ 3 { 4 "name": "OAuth Bearer … "http://help.puzzel.com/id/oauth.html", 9 "type": "oauthbearertoken", 10 "primary": true 11 } 12 ], 13 "meta": { 14 "resourceType": …