Rendering HTML tags instead of text in the live chat functionality of Omnichannel customer service module
In the live chat functionality, when we input html tags it is rendering html input from the customer as actual HTML in the live-chat and not text. This ability allows the attacker to inject links and other HTML elements in the hope of getting the customer support agent to fill out (i.e. userna...
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Allow pasting images into the agents' Chat Widget
I would like to be able to copy and paste images directly into the chat widget (Like you do in a MS Teams chat for example). Currently the only way is via attaching it with the clipboard icon, which is ok, but copy + pasting the images in some cases would save quite a bit of time.
Allow make Live Chat video call screen bigger on Agent side
We would like to make the Video call screen bigger of the Agent side as they need make the video bigger for work purposes.
Allow changing background of Chat Video Call
We would like the agents to blur or change the background when they are in a videocall.
This would simulate how Teams works with the background and blur options.
Provide the customer with the ability to review chat transcript history in the Chat widget when he comes back.
For live chat customers who get back on live chat widget, enable them to see the chat history in the past 90 days. which will provide better customer service experience.
When accepting a new chat request during multiple chat conversations in parallel, agent stays on ongoing conversation.
Current situation: An agent who's chatting with a customer and accepts during that conversation an additional chat request, (s)he is directly direct to the new incoming chat altough (s)he was busy with the initial ongoing one.
It would be better if agent can accept a chat & s...
Automatically open and populate "Quick Replies" tab in agent chat session
Agents deal with several chats at any given moment and prefer to have the "Quick Replies" open in a session tab next so they can easily search and find the relevant Quick Reply. Agent can manually achieve this by clicking the "Quick Reply" icon in the conversation panel and then clicking the "...
adaptive cards in email transcripts sent as json not normal text
Chat widget send email with transcript
Adaptive cards in email transcript sent as json instead being send as normal text
This need to be fixed
So normal user can understand what option chosen instead of seeing json in the transcript sent to him
Handle adaptivecard action event in LCW 2.0
The goal is to be able to do the same in LCW => something like:
adaptivecard sent by PVA :
{
"type": "AdaptiveCard",
"version": "1.0",
"actions": [
{
"type": "Action.Submit",
"id": "clickMe",
"title": "Click ...