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Multiple Edition: Change Conversations to Ignored

  • Updated

Index:

  1. Introduction
  2. About the Feature

 

Introduction

Now, in the Multiple Edition feature within STILINGUE Smart Care, it's possible to change thousands of conversations to the "Ignored" status with just one click.

Previously, it was only possible to select conversation by conversation. Now, you can select all of them at once when the flow is to change the status to "Ignored," using the "Select All Conversations" option.

 

Functionality available only in Portuguese.

 



Relevant information about the functionality

  • Conversations that will be marked as "Ignored" follow the filter criteria. It is essential to pay attention to the applied date, selected statuses, and other filter parameters to ensure that the conversations that should be ignored are correct.
  • You can view the quantity of conversations that will be marked as "Ignored" in the conversation counter. When applying the filter, verify the number of conversations in the filter to ensure that this is the volume that needs its statuses changed.
  • It is advisable to wait for the completion and confirmation notification in the interface before performing other actions in Smart Care.
  • This action cannot be undone. Once you change the status of all conversations to "Ignored," it will not be possible to return to the previous status of the selected conversations.
  • Currently, it is only possible to select all conversations with one click in the "Ignored" flow. Changing other statuses is currently only possible by clicking one by one. This is because the impact on the SLA of changing to other statuses can be critical and irreversible.
  • When applying the status change, the following message will be displayed in the interface: 

 

 

  • So, you will need to wait for the completion, and the following message will appear:

 

  • To check the quantity of conversations marked as "Ignored" in the period, verify if the filter with the same date range includes the "Ignored" status.

 

If this status is not included, you will see the new value of "Ignored" conversations in the counter.

If you have any doubts, please contact our support team.

 

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

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