We have noticed that there are certain messages that are been sent to the wrong department which is causing failures for a chatbot to take over a conversation.
We have configured triggers that classify our conversations based on the country's URL from where the message is sent. Sometimes when a message is sent it is assigned to the Bot's Department instead of been assigned to the needed country department.
These are the URLs from the different web sites we have Zendesk:
Each one has different triggers that assign conversations to the different country departments (Colombia, Mexico, Chile and Argentina). There is no specific way to replicate this issue, sometimes when a user writes from any country website the conversation is not assigned to any country department so the conversation gets in the Bot department that it is not triggered with any website.
Do you, guys, know why this is happening?
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