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...
Custom app possibilities for Omnichannel for Customer Service
Going through the classic create new app and using Omnichannel for customer service as existing solution does not work. It fails to incorporate channel integration and hence the mulitsession experience, presence, application tabs and all other features are missing.
The impact...
Ongoing Conversation Dashboard
The ongoing conversation dashboard need more information. For example, how long has it been since the customer sent the last message. Currently, the dashboard only shows when the conversation was created.
APIs to Conversation
Would be so usefull if we had APIs to manipulate conversations. For example: Transfer a Conversation to another queue or agent, end conversation, assign conversation to someone or change the status conversation. So, we can customize automations by flow
Alert to save changes on a session only when saving is needed
When the user wants to close a session, he receives an alert saying that all the changes that are not saved will be lost, even when there is no saving needed as the user did not add/change any information or when he had already saved everything. It would be better if this alert was removed whe...
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...
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. Â 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...
Transfer button always visible
When the agent tries to transfer the call to another agent, the button "Transfer" appears only with the mouse-hover, which can be misleading and lead the agent to think he already initiated the transfer before actually clicking on "Transfer". The suggestion is to make visible the button "Trans...
Call transfer from consult
Currently, after the agent accepts a consult request from another agent and the call is then transferred to that same agent starting from the consult, the agent receiving the transferred call does not receive a pop-up or an alert to notify him that the call with the client has been transferred...
Voice consult to not available agents
Sometimes the agents could ask for a consult (for a client call) to another agent even if he should not be able to receive incoming calls from clients. Indeed, it would be functional to see all the agents' names in the consult tab and not only the available agents to receive a call. It would t...