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
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
7

CAPTCHA feature on pre-conversation survey in Omnichannel

To avoid SPAM chat sessions blocking real sessions, it would be great to have the option to implement CAPTCHA on pre-conversation survey in Omnichannel.


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1 Comments

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
5

Action in Macro to send messages

In marcos (and therefore agent scripts) I would like to be able to add actions that send messages to customers. (On whatever channel is being used.) This would save the agents having to type messages. Just one example would be ... after a case is created for the macro to send a message saying "...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes
4

Omni Channel client cannot end conversation in teams con

When using the omnichannel with teams channel, the client can not end the conversation, customer wants to know how the can client end conversation.  The customer's company has the policy that the Omichannel agent should respond the client ASAP. But they also has the policy that the agent shoul...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
4

Wait time to show to agents in notifications

When the push notification is given to the agent we’d like to show the agent how long the customer has been waiting in the notification. Wait time currently isn't available as a slug and can't be added to the notifications.

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes
3

Agent Can Back to the Conversation and Send Message to Customer

Currently after the end the conversation between agent and client, the agent can not back to the conversation and send the message to the customer again, this feature requests the scenario that if the agent found some useful information later and want to send them back to the previous conversa...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
2

Omnichannel Agent can not recognize the different contact by phone number

When Omnichanel agent receives a request from a client, if the client has the same phone number which already exists in the CRM system, the contact will be matched the existing client which is not exactly the new client, especially the client from different countries.


Customer...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Add Manager column on Conversation Form

It will be great if managers could see in real-time if a customer asks for manager during a conversation with an agent. This column will be displayed at Ongoing Omnichannel Conversations Dashboard and will be named Request for Manager (boolean type) or s...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New