1

Agent Script - Text Type- evaluate expression

Can expression be evaluated on Text type agent script as shown below. Expression({CaseType}=="CreditCard" ? "Credit Card related info" : "Other Info").

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Needs Votes
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 (152)

STATUS DETAILS
Needs Votes
3

Spell checker and real-time translations of chats

As agents create chat messages a spell checker is essential. (My customer's were surprised it wasn't a must have standard feature now.) Agents also need the ability to complete real-time translations of messages.

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Completed
6

Notifications when trains are fully deployed to production environments

Customers have requested some kind of announcement/notification in their org that shows a train has been fully deployed and the fixes/features that were deployed for that particular train.

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Needs Votes
3

Image, audio and video support in Whatsapp channel

Currently the Omnichannel Whatsapp channel supports only text messages. If you try to send images, audio or video the Omnichannel application return an error. Expectations of customer service via social channels such as WhatsApp are rising and customers needs to communicate using rich multimedia ...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Completed
2

Allow Customer Service Pro Licensing to purchase Omnichannel

I propose omnichannel digital channels to be available for purchase as add on for customer service professional. Omnichannel is very common in 2020 and some clients are looking elsewhere for solutions as they have to upgrade to enterprise in order to purchase the add-on making it ridiculous high ...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Needs Votes
4

Omnichanel customer service virtual agent chat bot option to allow receipt upload of file

Future featuring the option to easily allow a virtual agent from a chat bot the option to receive and visualize with antivirus security an upload file image maybe helpful. Not having a command to allow within a chat from a virtual agent conversation the option to upload a file image, user may no...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Needs Votes
1

Omnnichanel for customer service command for new holiday items

I wish there is a future option to include a command to easily visualized new holiday items by item line of products and/or by brand.

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Needs Votes
0

Omnichannel for Customer service easy access to product ETAs

Wish there is an option to easily access to product ETA's Estimated Time of Arrival from manufacturer to warehouse when potential product may not be available in stock.

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Needs Votes
0

Omnichannel customer service option to video play graphic messages

I wish there is an option to easily access knowledge management for purpose to transfer video play graphic messages. For purpose to enhance instructions (e.g. safety prevention product, hazard products, product with level of difficulty, etc...)

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
Needs Votes