2

Customers can switch between channels for the same conversation

I suggest to give to customers the ability to start a conversation with a channel (e. g. Live chat) and switch in case of needs to another channel (Facebook, Twitter, Teams, voice call,...) bringing on the same session and the same conversation context, this will give customers more flexibility, ...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
2

Pre-Chat Survey Questions - Countdown for how many characters left

Currently Pre-Chat Survey Question has character limit of 100 for single-line and 250 for multi-line. It would be nice if we can display a countdown for how many characters left. Thanks.

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
4

Secondary Agent Prioritization Rule

For context, we know there is, what I'm calling, the primary agent prioritization rule that tells the system, "Give this chat to whichever available agent has the most open capacity". But what about when there are not many people chatting in? Everyone will have the same capacity and that primary ...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
1

Outbound Message configuration for LINE channel

Currently, seeing only outbound message can be configured only for SMS, Twitter Whatsapp. Can we have this enabled for LINE Channel too, as this is a widely used So Me channel in South East Asian countries

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
1

Multi-browser support for OC

Our agents hit the button on the top of the article that directs them to pop out the article to a new window. Then They get an authentication error for having the application open in two places. We would love to see the ability for OC to allow for agents to have OC open in two windows.

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
3

Chat Transcripts Access

We would love for there to be a way to surface the chat transcript in an advanced find for analysis and easy access instead of needed to navigate to each conversation form to read what happened in it.

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
2

Agent context within onMessageReceived Event

MSChatBot - 1) Need to include the agent context such as Agent Name, Agent response within the onMessageReceived Event 2) More specific detail info about what type of event it( chat accepted, Message sent, chat ended, chat closed) should needs to be added to onMessageReceived Event .

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
3

Reroute chat after certain time limit if none of the users are available in specific queue

There are many queues based on team to perform certain action. When chat comes in for a specific prechat topic and all users inside that queue are busy or off, user has to wait. can we have some time limit after 5min or 10min the chat can reroute to General queue or something. This way chat initi...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
22

Customize proactive chat popup text

When the proactive chat shows, the top half of the popup says "Welcome to Live chat support!". I would like to be able to customize that text.

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11 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Under Review
2

Chat: Having the full conversation history like in WhatsApp or SMS

Ability to have the full conversation history in the customer side for the chat channel (as in WhatsApp or SMS)

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Completed