As a customer support team lead I want to be able to estimate agent's performance with a SLA feature. For instance, I create an SLA 60-second first response time trigger that shows me how often an agent answers within 60 sec (or another period). This is more accurate compared with the first response calculation time itself. Because if I didn't answer 1 chat within 60 seconds I didn't hit SLA (my SLA percentage will be decreased correspondingly), but if I use the "first response time" metric and I reply to this chat within 30 minutes and other chats were answered within 60 seconds the average first response time will be 15+ minutes and I need a lot of chats to decrease this metric to 60 seconds.

After publishing articles to the Help Center, I would like to see feedback from the users about the information covered in the article (Was it useful or not), so scaled feedback can solve the problem.

For our email signature we must use website image address URL. For example: https://static.ucraft.ai/fs/user_files/13420/media/images/22.webp -this type of URL would work good for the signature.

Bring https://typebot.io/ to Hoory on this env: https://uat.hoory.com/

As a new user excited to join the Hoory platform, I want to receive a verification email immediately after registering an account, so that I can confirm the ownership of my provided email address and promptly activate my Hoory account. [ Acceptance Criteria ] Given: I complete the Hoory registration process, When: I provide my registration details, including a valid email address, And I submit the registration form, Then the system should initiate the sending of a verification email to my provided email address. Given: the verification email is sent to my inbox, When I access my email account, Then the email subject should contain " Hi [Meow], Welcome to Hoory! We have a suite of powerful tools ready for you to explore. Before that we quickly need to verify your email address to know it's really you. Please take a moment and click the link below and activate your account. [Confirm my account] " Given: I open the verification email, The email provides a "Confirm my account" link, I should be able to click the link to activate my Hoory account. Given: I click the "Confirm my account" button Then the system should validate my email address and activate my Hoory account. Given: my email address is successfully verified, When : I log in to my Hoory account, Then I should be granted full access to explore and use the suite of tools available on the platform. Given I encounter any challenges or uncertainties during the email verification process, When I encounter error messages or need clarification, Then the error messages should be informative, and there should be a way to contact Hoory's customer service for assistance. Given: the verification email does not arrive in my inbox within a reasonable time, When: there's a delay in receiving the verification email, Then I should have an option to request a new verification email to ensure timely account activation. Given I require support or have inquiries about the email verification process, When I seek assistance from Hoory's customer service, Then the customer service team should respond promptly and helpfully to address my concerns. https://www.figma.com/proto/j81PaiXTEQwHGWyhW0VJK6/Hoory-Business?type=design&node-id=2648-225&t=pcRd6mAJmqfbTw0B-1&scaling=min-zoom&page-id=2434%3A56572&mode=design

convert JSON file from Zendask ( contacts only ) to CSV

Hi, [First name], We were all set to process your recent payment for HOORY when we hit a tiny hitch with your payment method. 😅 Here's what we know: 🔒 Subscription: [Subscription Name] 💸 Attempted Payment: $[Amount] No worries, though! It happens to the best of us. All you need to do is log into your account and give your payment information a quick update, or get in touch with your card issuer. NOTE: when the user clicks on the TRY AGAIN button the user should be redirected to Manage Billing page We're just as eager to get this straightened out and continue enjoying our adventure together! 🎈 Reach out to us if you need any help sorting this out. Regards, The Hoory Team.

IP address restriction function for security team in Softconstruct products

Move Softconstruct products to new region and enable security team with super admin role instead of doing SAML

As a new customer initiating a conversation, I want to receive a message in the support widget indicating the number of people ahead of me in the queue, So that I can have an idea of the expected wait time and my position in the queue. Acceptance Criteria: Scenario 1: Widget Message on New Conversation Given I am a new customer initiating a conversation in the support widget, When I start a new conversation by clicking on the support chat or initiating another form of communication, Then I should see a message displayed within the widget that informs me of the number of customers ahead of me in the queue.