Ending Group Chats

The portal ensures that all tickets converted by our managers remain visible, providing transparency for critical and noteworthy requests. To maintain clarity and avoid an overload of minor issues, only significant questions will be converted into tickets. This approach streamlines communication while ensuring key matters are effectively tracked and addressed.
​

By shifting away from group chats, we can fully leverage the advanced capabilities of our omni-channel service. These include precise ticket assignment rules, SLA enforcement, real-time notifications, and a structured escalation process. Together, these tools will enable faster response times and significantly improve resolution efficiency.
​

To address this, we’re introducing a new role with limited access rights, specifically for employees who need to interact with the help center, ticket portal, or request widget. Additionally, we’re streamlining the user creation process to make it easier for managers to onboard relevant employees.
​

For security reasons, we can no longer support group chats on Telegram or Skype. However, we are confident that adopting a structured communication system via the widget will significantly improve service quality. The widget is already available for use in the Back Office, offering enhanced functionality and better security.
​

When selecting the "Account Managers" category within the widget, your assigned manager will respond directly to your query. Additionally, personal communication through email or other direct channels will remain available.
​

In the unlikely event of website downtime, you can still reach our support team via email at [email protected] to ensure uninterrupted assistance.
​

Yes, the widget is accessible 24/7, supported by our round-the-clock support team. Please note that the Account Management team operates during CET hours, from 8:00 AM to 6:00 PM CET.
​

Yes, you will receive browser notifications when the chat is open. If your browser or page is closed, responses will also be sent to your email, ensuring seamless communication across both channels.
​

Unfortunately, chat history from Telegram and Skype cannot be migrated to the new system. However, the group chat will remain accessible in read-only mode for reference purposes.
​

Yes, the same dedicated team will manage your requests, now using the new omni-channel service for improved efficiency and better tracking of issues.
​

Absolutely. If the widget is unavailable or you experience technical difficulties, you can submit support or consultancy requests via email. Additionally, we will provide comprehensive guidance to ensure a smooth transition and help you navigate the new tool.
​

Once all ongoing conversations in group chats are resolved, your Account Manager will send a final message introducing the new communication method. Following this, group chats will be restricted to read-only mode, and all communication will shift to the widget.
​

Yes, the widget is already accessible to all users with Back Office access, and there will be a transition period of approximately three months to ensure users are comfortable with the new system before fully retiring group chats.
​

Group chats will be discontinued by the end of Q1 2025.
​