Henk Jan Kamphuis IT Supporter

Idea

We would like to add the idea to have the option to schedule custom automated messages for upcoming holidays / company events.

Usecase

As a user with priviliges to edit the Custom Automated Messages I would like to be able to schedule custom automated messages.

The startdate & -time aswel as the enddate & -time should be configurable.

Why?

With this option we can create more specific messages up front, with a more personal touch.

When receiving a WhatsApp message we wish to have a personal approach. The WhatsApp Profile name often contains the First Name of the person reaching out to us.

Therefor we would like this WhatsApp Profile Name to be shown next to the phonenumber on the communication panel.

When we register the customer as a contactperson in Dynamics, the ProfileName may disappear.

Dynamics has a WhatsApp integration. And Dynamics has a Knowledgebase.

The documentation used to contain the steps for this via Agent Scripts & Macro's but it has never worked for us.

When we copy+paste the text manually as hyperlink with an altered visual text will become plain text.

This functionality is already present in the Customer Service via E-mail.

So...

As a WhatsApp Agent I would like to send the contents on a Knowledgebase article/item into the WhatsApp conversation chatbox which may contain images, hyperlinks and/or attachments. The message will not be sent yet, so I can alter the text if needed.

As an agent I would like to find a correct quick reply by using a searchterm which searches for a hit in title, text or keyword.

If the searchterm is currently not in the title or text or filled with a #prefix it will not be found :(

As a WhatsApp agent I would like to use a quick reply with an attachment.

This would help us to answer questions in a more efficiënt way.

Current situation:

When adding a holiday in the Operating Hours section of the Calendar there is no option to select the starting time and the ending time. This option becomes available after adding the holiday. Which doesn't seem logical nor efficiënt.

When adding regular working hours, there is a possibility of adding starttime and endtime

New situation:

As a customer service admin I would like to add a holiday to the Calendar and be able to select start date + time aswell as an end date + time.