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  1. Customize tickets emails

    Could be great to add our own logo on the tickets emails + a signature.

    862 votes
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    69 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  2. An option to disable 'Email Transcripts' for visitors

    Please consider this, if the business wants then they can disable the email transcript option for visitors so that they can customize the chat widget according to their preference, and also customize what the visitor can request and what they cannot.

    178 votes
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    23 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  3. Chat Specific Routing to Agent or Department

    Is it possible to route the chat request to the specific agent or to the specific department? I created department -> Prechatform but then when the visitor selects Department then all agents gets alert and all agents in different department can join, which makes having department in not useful.
    So can we have a way to perform this

    69 votes
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    11 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  4. add an Automated Chat Box feature where the user can choose from several different topics or questions and answers can be prescripted....

    add an Automated Chat Box feature where the user can choose from several different topics or questions and answers can be prescripted....Then if the person needs additional information there is an option to leave a message and email and we will get back to them.....I saw this on several websites.....one of these website was: https://www.directcell.ca/

    103 votes
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    17 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  5. chatbot feature

    chatbot for whatsapp

    39 votes
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    3 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  6. Department Specific Status Messaging

    At present, all agents in all departments of a property must be set to Away in order for the Away messaging to appear in the chat widget. It would be much better if this was managed on a Department basis, as the landing page of the widget does (e.g. Dept 1 (online), Dept 2 (offline), Dept 3 (Away). If someone selects Dept 3, it should show the Away messaging if all agents in that Dept are Away. At present it doesn't if someone else is online in another Dept! Please create this feature!

    124 votes
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    24 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  7. Department function

    Can set department can see each department only? example department a can see department a chat only

    6 votes
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    7 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  8. A solution which gives visitors the possibility to deactivate the trigger-function

    We have a trigger that is triggered every time a new page, that offers a unique piece (we are an art gallery), is clicked on . But if you look around on our site for a long time and a lot, you will inevitably get it displayed constantly.
    The feedback of our customers is sometimes quite annoying, but on the other hand we have not only been able to get often into conversation with potential customers but also to realize additional sales.

    But it would be nice if visitors of our site would have the possibility to turn off this…

    44 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  9. Hotkey Setting for shortcut / button

    Hello,

    it is really hard to press hotkey / button on the right side with left hand all the time. It would be nice to have setting to configure button for this for example TAB button. I believe a lot of your clients would like to see this setting.

    36 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  10. Chat Bot

    Add the Chat Bot feature

    171 votes
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    3 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  11. better knowledge base searching

    Currently you can only search the title in the knowledge base. Can you expand the search to search the entire KB article text? Imagine searching in outlook and only being able to search by words in the title of an email...

    27 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  12. Reply message with customer name automatically

    Can make it reply message to [customer name] automatically

    22 votes
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    4 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  13. It will be great if we can see which state the customer from especially customers in United States.

    It is great to see the flags and then also see where the people are coming from, but seeing the city is a bit of a pain if there is no State. I have to keep searching the city on google to find the state.

    It would be awesome to have both, but STATE is the most important.

    31 votes
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    29 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  14. Allow a trigger to be created when a chat is initiated

    When a customer starts the chat after completing the pre-chat form, it would be a good idea to have a trigger to auto respond.

    This lets the customer know that the chat has been initiated our end.

    27 votes
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    7 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  15. Customizing the post-chat experience.

    The content of the "your chat has ended" segment should be fully editable. It currently violates several of my property style guidelines and there's nothing I can do about it.

    Problems:

    The icon color is wrong.
    The text is written in plural. (There is no "us" in my studio)
    The text contains a typographic error that cannot be corrected.

    We should be able to:

    Remove this entire segment of the CX loop if desired.

    Change the icon color.

    Remove the icon.

    Edit the heading text.

    Edit the body text.

    21 votes
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    5 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  16. Enable chat agent to insert knowledge article link into customer chat

    Can I please suggest you make it easier to share a public knowledge article link with a customer in chat. Copy/paste of an entire article into a small chat window can be overwhelming to a user, and doesn't work if there are images.

    As a chat agent i can access a knowledge article on the right panel but there is no way to copy the link. I suggest you place a button so that the article link selected in the panel is either placed directly into the chat or copied to clipboard.

    Ideally this could form part of a shortcut…

    9 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  17. Drilldown of Neutral / Negative chats / Positive Chats

    It would be a good idea when pulling the chats report that we could drill down into the specific chats that were rated Negative/ Positive or not at all.

    This is an integral part of driving conversion rates and in turn customer satisfaction.

    1 vote
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    3 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  18. Different widgets contact for one website on different pages

    Depending on the page visit the widge shows other content.

    We want to trigger vistors for a request for sample set, but only is they vist a certain page for a certain period of time.
    In that case we need name/adres/zip-code etc.

    On an other page url we only want the received name and email

    This feature isnot possible yet, but I suppose more clients would appreciate this feature

    2 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  19. New Knowledge Base (Private)

    Can you please make the Knowledge Base Private, available only to customers within your system?

    This is important for enterprise applications that do not want all of their IP exposed to the public.

    38 votes
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    5 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  20. Add the ability to change the order of Knowledge Base articles using drag and drop.

    Allow Knowledge Base article creators to easily rearrange the order of the articles.

    14 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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