Resize communication panel message window to default size and option to increase the height of text area
The only option at this time available regarding resizing the communication panel is to make it adjustable, currently, agents are required to manually expand the width of the communication panel each time they use it. The business requires this panel to be set to an expanded width by default. ...
Filters for Ongoing Conversations
Currently, the omnichannel ongoing conversation dashboard shows few conversations per page, and supervisor need to navigate to the next page to review more chats. We need to have criteria to filter for all the columns in the ongoing conversations dashboard.
Filters for conversation status for Ongoing Conversations
Filter on the conversation status while making use of the Omnichannel Ongoing Conversations dashboard should be available.
Include customer specific information when downloading transcript
Customer service workspace provides the option to download the transcript of the closed conversation, but the downloaded transcript does not include customer details (name, email address, phone number etc.) that can be used to call back customer or to identify the customer by reviewing the tra...
Facebook social profile URL link should be populated by system in customer service workspace
Social profile URL link should be populated by system in customer service workspace for facebook messenger channel.
Currently, the system does successfully create a social profile when a chat is initiated from Facebook Messenger.
However, the Facebook profile link and socia...