Q: Hello, Fineguide looks interesting, but we'd like to know the following:
a. Does it have a ticket submission function for customers who wish to submit an issue regarding their purchase, etc.? If so, how will tickets, problems and customers that submit them be grouped such that agents will be able to identify them easily?
b. Can Fineguide notify an internal 'agent' via an internally unified inbox and a messaging platform (e.g., WhatsApp) if a ticket is submitted?
c. Is there a live agent takeover option? When a visitor has an issue and a live agent happens to be present, can the agent intervene and take over the conversation from the bot while the interaction is still ongoing?
Thanks
Liviu_Fineguide
Aug 30, 2024A: Q. Does it have a ticket submission function for customers who wish to submit an issue regarding their purchase, etc.? If so, how will tickets, problems and customers that submit them be grouped such that agents will be able to identify them easily?
A. Our ticketing system is designed to be a simplified solution, and while it currently does not include categorization and sorting features, we are continuously working on improvements. For larger teams, we recommend integrating with a more comprehensive system like HelpScout or Zendesk. Additionally, you can use webhooks to connect to your preferred CRM. For instance, we use HelpScout ourselves and have found it to be very effective.
Q. Can Fineguide notify an internal 'agent' via an internally unified inbox and a messaging platform (e.g., WhatsApp) if a ticket is submitted?
A. Currently, it's only possible using webhooks. We will certainly consider adding this feature to our backlog. Thank you for your suggestion 👍
bropPLUSYou missed this question - c. Is there a live agent takeover option? When a visitor has an issue and a live agent is present, can the agent intervene and take over the conversation from the bot while the interaction is still ongoing?
Thanks
leonce153PLUSThey do not have that function yet unfortunately. I believe it is on their roadmap though.
Verified purchaser
Thank you for bringing this to our attention. This feature is currently under development. At the moment, our system supports human handoff for integrations with JivoChat and AmoCRM. The interface for human handoff within our system is still being developed and will be available in upcoming releases.