Users can now easily share a ticket with their team by copying the hyperlinked ticket number. Users must log into Onflo (formerly Let's Talk!) to view the ticket if they are logged out when they receive a ticket link. Access Hyperlink in Ticket To access the hyperlink log into Onflo, then locate the specific ticket...
User accounts that have a status of "Inactive" or "Unverified" can be deleted. Searching Unverified and Inactive Users From the Settings page, click on User Management. Click the Filter icon in the top left corner. Click the dropdown arrow by Status > then check the boxes for Unverified and/or Inactive. Click Apply Filter at the bottom. The...
Do you want to assign a ticket to a specific Topic based on an answer to a question within a form? Good news- now you can! How to create an Answer-based Workflow After selecting your form, click the pencil icon on the question to edit. Within the question, you will see multiple options below including a...
All users can now download Tickets in Word, Excel, or CSV from the Advanced Search page. How to Download Ticket from Advanced Search Click on Advanced Search under the search bar, select the filters of your choice, then click Search down below. Once the Tickets load, scroll to the bottom of the page to click...
We're excited to share the latest updates to Onflo (formerly Let's Talk!), driven by your valuable feedback and our commitment to enhancing the platform. This month's release introduces powerful new features for the generative AI Onflo Chatbot, telephony improvements, and several user-inspired updates. These enhancements are designed to provide you with the tools you need...
Chatbot now offers the option to create school and/or department-specific versions which allows for more tailored and relevant responses. Add a Profile From the Settings page, click on Chatbot listed under the Channels section. You will see a Default Profile which lists all of the resources available. Click "Add Profile" > name your Profile then...
System Admins and Global Users can use the Agent Status Report to spot patterns in agent call availability and call durations. Access the Agent Status Report 1. Open the Dashboard by selecting the bar graph icon in the upper left corner. 2. Select Call Center under Dashboard on the left. 3. Select Agents Available on...
Create business hour rules to indicate when phone queues are open and when calls will be routed to voicemail. Add Business Hours From Settings, scroll down to Call Center and click on Business Hours. Click the Add Business Hours button. Name the entry and choose which greeting, queues, days, and times the business hours will be in effect. Set up to seven configurations...
You can easily and efficiently import Topics and Categories using the new template available in the Topics Manager. From the Topics Manager page, click on the Import Topics button under the Search bar. You will see a pop-out window where you can download the template and upload the file once the template has been...
