Map fields from Anchor tab to new records / new tabs


Map fields from Anchor tab to new records / new tabs. Problem: when you create a new record (e.g. lead) from chat then none of the fields are pre-populated and the user needs to copy field values / manually complete all the fields. Recommended solution: this should work the same way as mapped r...

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Category: Omnichannel for Customer Service (161)

STATUS DETAILS
New

Unread messages pop-up windows notifications when Omnichannel not in focus


Unread messages pop-up windows notifications when Omnichannel not in focus. Problem: Agent misses notifications when Omnichannel not in focus. This can happen in the following scenarios: 1. agent minimises the Omnichannel browser to work on something else, 2. agent have another application on to...

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Category: Omnichannel for Customer Service (161)

STATUS DETAILS
New

Not allow chats until an agent has accepted.


Not allow chats until an agent has accepted. Problem: by allowing the customer to start typing a message immediately it gives the impression that an agent will attend to them shortly, which is not always the case - sometimes there might not even be an agent available (e.g. off sick). Creates wro...

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Category: Omnichannel for Customer Service (161)

STATUS DETAILS
New

Include Title in Quick Replies list


Include Title in Quick Replies list. Problem: when opening the quick replies list it is difficult for the agent to determine the correct item to select by only seeing all the text. Solution: please include the Title at the top of each record on the quick replies list (and make give it some shad...

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Category: Omnichannel for Customer Service (161)

STATUS DETAILS
New