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Keywords in an abandoned chat.

edited Mar 5, 2018 2:29PM in Communication Channels 8 comments

Content

Hi,

 

I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread.

I have a report to show all abandoned chats, how can I search the chats.question column for specific keywords?

Here is what I am thinking: We have a set of rules that assigns a specific Email Type to emails with specific keywords and I am thinking to add the condition Incident Source = chat,email to that rule? That way I could simply filter the abandoned chats on that specific email type?

Many Thanks

Pavol

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