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Interacting with your Customer

Setting up an Email Inbox

Overview You can connect to all the email addresses that your customers use to contact you in your Desk.com account and we'll automatically brings those emails in as filtered, prioritized cases for...

Creating a Phone Case

Overview Desk.com includes a Phone channel which allows you to create or log Phone cases. For example, when an agent receives a call, they can create a case for the customer to log the call and als...

What is Live Message

With Live Message, customers use mobile messaging to talk to call center agents. It works from their mobile device with the messaging channel of their choice, such as SMS or a messaging application li...

Setting up a Twitter Channel

Overview Connect your Twitter account to Desk.com and handle cases created from Direct Messages, @replies, and mentions. You can also build rules and macros specifically for Twitter cases, as well ...

Using Chat as a Customer

Introduction The Chat Channel is enabled by default and allows your customers to start a chat with your Agents. In this Article How customers initiate a chat What the chat looks like for a c...

TLS 1.0 Disablement for Desk.com

On February 28, 2018, Salesforce will be upgrading our platform security to require TLS 1.1 or higher. TLS stands for "Transport Layer Security" and is a security protocol used by web browsers, API in...

Email not received after TLS 1.0 Disablement .

Check your mail servers SSL certificate Your mail server may be set up to utilize TLS v 1.1 or TLS v1.2. However, you also need to make sure that the installed mail server certificates are also set ...

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