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Agents forget to hit send on Whatsapp

  • February 16, 2024
  • 2 replies
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Rianne

Some of our agents forget to hit 'send' when working Whatsapp tickets, which they don't realise until the customer reaches out again saying they haven't received a reply or when the customer has given them a negative CSAT. 

Is there a way to reopen the ticket and leave an internal note on the ticket saying 'reply needed' or something along those lines if this happens? I've been thinking of triggers & targets but not sure how to set it up. 

We DON'T want this to apply on ALL Whatsapp tickets, as an agent should still be able to solve the ticket without a reply (for example when the conversation has ended and no further replies are needed). 

    2 replies

    Brandon12
    • Brandon12
    • February 17, 2024

    Hey @rianne -

    Although Zendesk Advanced AI is making strides in understanding and categorizing customer intent on Tickets, the nuanced difference between a reply that says "Thanks so much for your help!" and "Can't wait for you to help me, thanks!" is sometimes hard for even an Agent to detect.

    Other than agent training, one more heavy handed approach would be to create an agent-facing  custom ticket field checkbox that says "Final msg sent" that is required on solve.  This way, if an agent is moving too quickly and tries to solve the ticket without hitting send, they probably also haven't checked the box.  This would prevent the ticket from being solved and potentially help them realize that they still have a message drafted.  Anything beyond that I think would require custom applications to proactively scan the ticket.  Hope this helps!

    Brandon

    Rianne
    • Rianne
    • Author
    • February 17, 2024

    Thanks Brandon!

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