4

Add more slugs to quick reply functionality

It would be nice to be able to consume context variables, and other table fields when speaking with a customer over text-based channels. We link to accounts, but have a context variable to see what contact we are speaking with. Unfortunately this means the agent can't use the {FullName{Customer}}...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes
2

Notification only appear when customer writes in the chat

I need to limit the notifications. I just want to receive a notification for a chat only when the customer is typing / starts typing. If the customer only opens the chat, I don't want to receive any notification.

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0 Comments

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Capture Timer in "Actual Duration" field in Conversation entity

There's no configuration from the backend to capture the timer when chat is routed to agent. The "Actual Duration" field on "Conversation" entity is now blank. Can not just using "created on" and "closed on" field to calculate timer, it's not calculated into second. Please help to develop the timer.

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0 Comments

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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
3

Customizing omnichannel chat widget (onload)

Trigger: When clicking on the chat widget on a website Problem: The chat loads a few seconds. While doing so, a white circle and the text "Welcome to support for instant chat" appears. Idea: It should be possible to customize the background color of the circle. E.g. when a white chat icon logo...

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0 Comments

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Customer Wait Time in Omnichannel

With wait time option under the tab for Conversation Summary. Could a new field be added which show the amount of time a customer has been awaiting to be answered instead on the 120 sec wait time which loops every 120 second. I will believe this shows and incorrect on how it take for an agen...

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0 Comments

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
20

Omnichannel Agent Dashboard - additional information on the conversation header

By default the conversation header of an entity record (case) shows the WQ, the work stream, the "case subjet", the date when the item was picked and the conversation "status reason". It would be nice to be able to provide more information on the header such as "case number" and "customer".

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Under Review
20

Omnichannel Agent Dashboard - keep selected filtering options

By default the open work items on the Omnichannel Agent Dashboard are sorted by "modified on" in descending order". Even if I'm selecting "in ascending order (oldest conversation first)", the sort has automatically changed to "in descending order" when I go back to the Dashboard. It should be pos...

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0 Comments

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes
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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0 Comments

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes
6

Dynamic Pre-chat survey with more than 5 questions

Currently one of our partners using functionality of dynamic pre-chat survey, which will change based on customer's questions. Existing functionality of omnichannel doesn't allow to do so, and we need to build custom pre-chat survey page which is not fully integrated with the chat. Having this wi...

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0 Comments

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes