Answered

Survey about the support quality via 3rd party app

  • 11 July 2021
  • 1 reply
  • 2 views
D
Userlevel 2
Badge +2

Hi, party ppl. Due to the nature of my workspace setup, my agents often close the dialogues. Usually when the ball is on the customer's end and not necessary when the correspondence came to the conclusion.

 

For that reason, I need some custom solutions to gather feedback about the conversation quality.

 

Roughly my requirements are

  • dialogue is NOT on the queue X (I have a specific "timeout" queue that helps to filter trolls etc")
  • The dialogue is in the "closed" state for N days/hours

If the dialogue fits both requirements, the system, 3rd party app, bot, or whatever, would send a survey.

 

 

I would be very grateful for any advice that our community can provide on this matter.

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Best answer by Sam 12 July 2021, 02:28

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1 reply

S
Badge +1

Hi Dennis,

 

You'll need a custom solution for this most likely as I don't think there's anything that can do this on the Intercom App Store. This is something that would be quite complicated.

 

Your team would be able to put this together using the Intercom API and the Canvas Kit API. I'd also be happy to do some freelance work for you if you'd like as I'm experienced with the Intercom API. :)

 

Hope this helps.

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