Laura Devia
At this time, a lot of recontact efforts are being made with individual templates that are directly assigned to the advisor. This generates a volume of conversations assigned to the advisor that don't necessarily require your attention.
The ideal here would be to be able to build this same experience that generates an individual template for the client and for the advisor, but supported by a flow that:
  • it first allows us to collect information in labels or typifications of how the customer responds to these conversation reactivation messages
  • in addition, it allows us to manage which conversations do have to go to the advisor directly because they require attention and which do not