Closed hcs0 closed 7 years ago
needs-review
So here are the current Kayako section.. right now, more like notes.
Anything else useful please add.
Some things to note:
It looks like you cannot forward a chat transcript. So if someone in the team were to view a conversation it needs to be on Kayako.
Right now, if an email response was made (let's say, a user starts a chat and later moves to email) the response is not captured in Kayako and merged with the original message. We will have to make a note that the conversation has moved elsewhere... in case someone picks up the chat and is wondering why it's not resolved or responded to.
We do get email notifications (as the agent) but it's for each chat response and not full transcript.
So.. this is being moved in Trac for the time being
Scope
Add support details relating to Kayako messenger
Right now I am focusing on messenger as we are not using KB or integrating much with email.
Why we got into this (5 whys)
We were previously using Olark for chat
Changes
Add Kayako details There was a messup with merging the approved Sales and Support branches so they are not live. I've since re-added them here.
How to try and test the changes
reviewers: @adiroiban @stas (this PR about support but will touch on other Kayako features)