We are using Smartplug and would like to migrate to the Custom app in Freshchat.
Option 1:
The app at the minimum viable functionality, will look like this:
Widget that displays the text “OTP” and a random 6 digit number (currently we have a smartplug on our account to do this). Agents will be able to copy and paste it to allow us to send it to customers via SMS or email from a system outside of Freshchat.
We have this coded already as a smart plug here:
Option 2:
The ideal app functionality is this:
Widget with multiple buttons.
Button 1: Auth Form – When pressed sends a message to the customer from the assigned agent (copy to be provided in development) and then a second message which contains the contextual auth form depending on the platform (Channel internally to Fresh) in line with our current custom app for the authentication form.
Button 2 : SMS OTP – When pressed sends a message to the customer from the assigned agent (copy to be provided in development)
Button 3 : Email OTP – When pressed sends a message to the customer from the assigned agent (copy to be provided in development) additionally it will create a ticket in Freshdesk via API to send an email (style and copy to be provided in development) to the customers email.
Button 4 : CIF– When pressed sends a message to the customer from the assigned agent (copy to be provided in development)
Button 5 : Failed Auth -– When pressed sends a message to the customer from the assigned agent (copy to be provided in development).
-
We can look at both options and see if ‘option 2’ is something we can achieve, and if not, let’s go with ‘option 1’ to ensure we are ready for the migration.
-
Other ideas we would like to discuss:
- An app that brings up a ticket creation window with specific fields different to those shown in the resolution window on conversations (this may change with CSS).
- An app that can open up a thread conversation on a freshdesk ticket when the customer has existing tickets.
- An app that is able to add the Agent to a different Inteliassign load limit – this would allow us to circumvent the limitations in Inteliassign status, giving agents an “online” status while limiting the bandwidth towards breaks and end of shift.