MyAlice Guide
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Welcome to MyAlice
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Getting Started
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Key Terminologies
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Create your Team
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Agency Mode on MyAlice
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MyAlice Integrations
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Connect Your Social Media
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MyAlice Inbox
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Manage Inbox Notifications
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Understand Chat Features
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Manage Tickets
Assign a Ticket
Resolve a Ticket
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Reopen Tickets
Smart Ticket Assignment
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E-commerce on MyAlice
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Connect Your E-Commerce
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Product Recommender
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E-Commerce User Data in Inbox
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Chatbot & Automation
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Explore the Automation Tab
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Add Blocks to Your Chatbot
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Create Advanced User Journeys
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Advanced Automation and NLP
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MyAlice Mobile App
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Download the Mobile App
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Data Lab & Analytics
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Diving Deep in Data Lab
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Understand the Customer Tool
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Analytics, Metrics & Reports
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API Integration
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Connect with your Backend
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Assign a Ticket
Learn how to assign a ticket by default or manually, and reassign a ticket.
Ticket Assignment Rules
1.
Any agent in the team can reply to an unassigned ticket.
2.
No other agent or chatbot can respond to a ticket while the assigned agent manages the ticket.
Assign Automatically
Please refer to this page to learn in detail about Smart Ticket Assignment.
Smart Ticket Assignment
Assign a Ticket Manually
1. Select a pending ticket in your inbox.
2. Click the
Assign
button at the right-top corner. A new panel will appear on the right.
3. Choose the desired agent/group from the search results, and select
Confirm
to assign the ticket accordingly.
No other agent or chatbot can respond to a ticket while the assigned agent is managing the ticket.
Reassign a Ticket
1. Select an assigned pending ticket. Click on the name the ticket is assigned to.
2. A panel will appear on the right.
3. Choose the desired agent/group from the search results.β, and select
Confirm
to reassign the ticket accordingly.
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Contents
Ticket Assignment Rules
Assign Automatically
Assign a Ticket Manually
Reassign a Ticket