reason agent did not follow conversation after plug and email response
ART-12391_KNOWLEDGE_NODE-26
with *Conversation created* or *Ticket\n   created*.\n\n   This trigger is whenever a conversation or ticket gets created by your\n   customers from Portal or Plug, or any of your integration which supports\n   conversation syncing, like Slack, WhatsApp, or email. You can find the\n   integrations in our marketplace.\n2. Add the *Talk to agent* step as the next action. Fill all the required values\n   of this step. The values needed to fill here are explained below.\n3. Deploy the
Conversational workflows | Workflows | Computer by DevRev | DevRev
ART-1979_KNOWLEDGE_NODE-61
following scenarios can lead to the creation of follow up ticket:\n\n* Customers communicated on an archived/immutable ticket from any channel such as email.\n* Customer communicated on a merged ticket and the primary ticket is also archived.\n\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow
Tickets | Computer for Support Teams | DevRev
ART-1954_KNOWLEDGE_NODE-36
bot mentions will still appear in the **Others** tab.\n\nFollow conversations\n--------------------\n\nTo receive updates about conversations in the Plug inbox, you must be a member of the support group. To manage membership of the support group go to [**Settings** > **Groups**](https://app.devrev.ai/devrev/settings/groups).\n\nFor more information about groups, refer to [Groups](/docs/product/groups).\n\nDaily email digest\n------------------\n\nDevRev sends a daily email digest with a summary
Updates | Computer by DevRev | DevRev
ART-4206_KNOWLEDGE_NODE-22
webhook events?**\n\n* Verify your webhook URL is publicly accessible\n* Check that you\xe2\x80\x99ve registered for the \xe2\x80\x9cai\\_agent\\_response\xe2\x80\x9d event type\n* Ensure your server responds with a 2xx status code quickly\n\n**Execution errors?**\n\n* Check the error message in the error event\n* Verify your agent ID is correct\n* Ensure your session\\_object is a valid string\n\n**Agent not responding as expected?**\n\n* Review the skill\\_triggered and skill\\_executed
Agents async API | DevRev | Docs
ART-2012_KNOWLEDGE_NODE-25
following stages under the _Closed_ state: _Resolved_ , _Archived_ , _Accepted_ , _Canceled_. _Archived_ is the terminal stage. Now if a customer sends a new email or adds a new comment on the archived ticket from the customer portal, the archived ticket remains archived and a follow-up ticket is created. A message is added to the archived ticket automatically based on your configuration. The follow-up ticket will have the reference of the archived ticket in the first message so that your
Follow-up ticket | Automate | Snap-ins | DevRev
ART-2002_KNOWLEDGE_NODE-32
get resolved and matched when the same customer engages with you on the Plug widget for a support interaction.\n\nThis is achieved by using the *external reference* provided by you when creating customer identity.\n\n**External reference for a customer**\nA unique identifier for an end user from your primary customer record. The system uses this to resolve a newly created customer with customers already in the system.  \nIf none is available, a good alternative is the email address or phone
Contacts | Computer for Growth Teams | DevRev
ART-2027_KNOWLEDGE_NODE-43
recipients in the **To** or **Cc**\n\nThreading\n---------\n\nEmail integration preserves threading by using the **References** and **In-Reply-To** email headers and by correlating the email **Subject** field and the ticket title. If either the ticket title or the email subject is changed at any point after ticket creation, follow up emails may cause a new ticket to be created.\n\n![]()\n\nOnce a ticket is created from an email, it is recommended to avoid changing the email subject or the
Email | Integrate | Snap-ins | DevRev
ART-12391_KNOWLEDGE_NODE-28
visibility | Dropdown | Visibility of agent comments: internal or external. For customer-facing use cases it is external. |\n| panel | Dropdown | Panel for agent responses: CustomerChat. |\n| quick\\_replies (optional) | Array[String] | Preset reply options that display to users. |\n| respond\\_to\\_user\\_types | Array[String] | User types the agent engages with (for example, customer). For customer facing use cases it is customer. |\n| suspend\\_on\\_message\\_from (optional) | String | User
Conversational workflows | Workflows | Computer by DevRev | DevRev
ART-4206_KNOWLEDGE_NODE-8
"event": { |\n| > | "input_message": { |\n| > | "message": "Your query to the agent" |\n| > | } |\n| > | }, |\n| > | "session_object": "unique_conversation_identifier", |\n| > | "webhook_target": { |\n| > | "webhook": "don:integration:dvrv-us-1:devo/0:webhook/auCJ7By8" |\n| > | }, |\n| > | "client_metadata": { |\n| > | "user_id": "12345", |\n| > | "conversation_id": "conv-789" |\n| > | } |\n| > | }\' |\n```\n\n##### \n\nThe session\\_object parameter is critical for maintaining conversation
Agents async API | DevRev | Docs
ART-2040_KNOWLEDGE_NODE-46
also some generic [AirSync scopes and limitations](/docs/import).\n\n### Comments\n\nInline email replies may be omitted when importing Zendesk ticket responses into DevRev. These replies include and update the contents of previous emails within the same message. This omission occurs due to limitations in the Zendesk API.\n\n### Updates\n\n* Changes to the description field in DevRev are not properly transferred since the description isn\xe2\x80\x99t a first-class field in Zendesk.\n* If a
Zendesk AirSync | AirSync | Snap-ins | DevRev