16

Show Omnichannel Widget on Portal only if there is an active agent

At the moment it seems that the widget is available all the time unless you set your working hours. Would only want the chat widget to be shown when there is an online agent available (logged into the omnichannel customer service app)

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. This is a very valid suggestion and we are evaluating for future roadmap based on more customer feedback. 

16

Validation on pre-chat survey questions

Can we add something which will apply validation to the pre-chat questions? One example: If I create a pre-chat survey field called "Email" I want to be able to ensure only valid email addresses are entered by the customer. (At the moment they can key any old rubbish into this field!)

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes
16

Automate messages when customers have been waiting for chat to start

If the customer has been waiting “n” seconds for a web chat to start then we’d like to trigger an automated message to the customer. Something like “We can see you have been waiting longer than normal, we will be with you soon …”. I assume this message might need to repeat! Say every 2 minutes...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes
14

Multiple provider in the same session

Currently Omnichannel only support multiple provider on app, not on the same session. Please help to develop this request to allow multiple provider on 1 session.

The scenario is: When client chat with agent => route to Omnichannel => agent perform outbound call to client on Chat session...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
14

Omnichannel Self Service client visited page while the chat is active.

Currently the Self Service function collects the client context on the visited pages only on chat initialization. In some case like, like web retail representative customer assistance scenario, it would be profitable that all visited pages are recorded and displayed to the agent while chatting w...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Under Review
Ideas Administrator

This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs!

12

Unread messages pop-up windows notifications when Omnichannel not in focus

Unread messages pop-up windows notifications when Omnichannel not in focus. Problem: Agent misses notifications when Omnichannel not in focus. This can happen in the following scenarios: 1. agent minimises the Omnichannel browser to work on something else, 2. agent have another application on to...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
10

Map fields from Anchor tab to new records / new tabs

Map fields from Anchor tab to new records / new tabs. Problem: when you create a new record (e.g. lead) from chat then none of the fields are pre-populated and the user needs to copy field values / manually complete all the fields. Recommended solution: this should work the same way as mapped r...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
9

Not allow chats until an agent has accepted.

Not allow chats until an agent has accepted. Problem: by allowing the customer to start typing a message immediately it gives the impression that an agent will attend to them shortly, which is not always the case - sometimes there might not even be an agent available (e.g. off sick). Creates wro...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
9

Release agent capacity during wrap-up time

It would be useful have the possibility to setup up if the agent capacity has to be released or not, when a conversation comes into a wrap-up status, also if the agent doesn't "close" the conversation.

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your valuable feedback. We have implemented this feature now. Find more information here.

Stay informed of the latest updates for Omnichannel for Customer Service by visiting our Release Notes page.

Regards,
Naman Agrawal
Program Manager

9

Chat Widget Designer for Omnichannel

A Chat Widget Designer for the Chat Widget which has to be put on the Webpage where you can change the layout, design and predefined text like 'Please answer the questions below' would be very usefull. A preview feature would also make sense in this case so you can see the effect of the changes...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes