Neil Parkhurst MVP Senior Consuiltant

As agents create chat messages a spell checker is essential. (My customer's were surprised it wasn't a must have standard feature now.) Agents also need the ability to complete real-time translations of messages.

In marcos (and therefore agent scripts) I would like to be able to add actions that send messages to customers. (On whatever channel is being used.) This would save the agents having to type messages. Just one example would be ... after a case is created for the macro to send a message saying "Case xyz have been created."

If the customer has been waiting “n” seconds for a web chat to start then we’d like to trigger an automated message to the customer. Something like “We can see you have been waiting longer than normal, we will be with you soon …”. I assume this message might need to repeat! Say every 2 minutes. Effectively we need some automated messages that trigger on events like the customer waiting. These would need a configurable time so that we can configure how longer before these show.

When the push notification is given to the agent we’d like to show the agent how long the customer has been waiting in the notification. Wait time currently isn't available as a slug and can't be added to the notifications.

Can we add something which will apply validation to the pre-chat questions? One example: If I create a pre-chat survey field called "Email" I want to be able to ensure only valid email addresses are entered by the customer. (At the moment they can key any old rubbish into this field!)