Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
Our agents have different processes based upon the channel that they are using to communicate with a customer. Example: Live messaging you can ask questions back and forth rapid fire, whereas in email we try to get all of the questions answers all at once for troubleshooting.
What problem do you see this solving? (1-2 sentences)
This would help us to focus procedures based upon the type of interaction that is not available now.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This affects our support agents daily as the procedures cant be focused by channel accurately and may lead to additional contact points with the customer when they dont need to be. Its causing more back and forth interactions asking for clarifying information that it should.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We are only able to utilize the auto assist feature with our messaging channel at the moment because its causing so much additional work with our email and web form channels.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
If we could somehow set it to only fire with specific channels flows, it would allow us to be able to function with our support center better. With intent, its the same across both channels and an additional filter would solve our issue.