Given the importance of actually having chat agents be online, it would be great if there was an option to escalate the situation to a supervisor/manager/site owner if there are no agents logged in during set "business hours". Notification ideally would be via push-notification in the app and via email.

(To take it a step further, it would be nice if there was a built in escalation path for these alerts. For example, if no agents are online during business hours immediately notify the "first-line" supervisor, if no agents are online within 15 minutes, additionally notify the manager (or "second-level" of supervisor, backup supervisor, etc), and if no agents come online in an additional 15 minutes, notify the site owner (or "third-level supervisor"). Then continue to notify these people at a certain interval (ex. every 30 minutes or every hour until an agent comes online or business hours end.)

Hi,

First by far you are the best plugin for wordpress and thank you for been amazing :)

I would like to suggest you few updates or add ons which can help you boost the popularity and gain more clients from your competitors .

We know that you already integrated with WooCommerce which is a great adavantage, but I mention that they are few more areas where you can grow your plugin. You can consider the following in your future plans to integrate your plugin with the WooCommerce data, in order to show the following in a new tab next to admin area:

1) previous transaction details from the clients ( for example when a client add the email in the chat, your plugin can display the information from the previous transactions of this client ( completed, cancel, refund ..etc). You can dispaly the number id # and when the chat support click on this number will drop down the details ( Products, prices, quantity )

2) Cart details ( showing the products that client add on their basket) will be an amazing advantage for chat teams - for example when users visit the online store and add products on their basket, then, when they want to use your chat, the support team can view the products that clients add to their basket

3) showing details of wishlist's ( support team can have better view what products client choose ) for example when client visit an online store and then they add products on whishlists, at any time when they will visit the website again and want to chat with a support team, then from the admin chat dashboard can display as a new tab the products that have been added from the clients

4) You can integrate the following social media ( FB Messenger, What' Up) in your plugin, because they have an open API for all the developers and can be another amazing feature to gain more clients, most probably you already think about that but I want to mention again :)

If you want to have more realistic view of the dashboard with the above updates, you can contact me on my email and I will send you the designs that I did for Desktop and mobile :)

Also consider the following plugins from your competitors which they start already do that, but are missing the functionality you have

1) Reamaze-> https://www.reamaze.com/ - > https://ps.w.org/reamaze/assets/screenshot-3.png?rev=1713828

https://wordpress.org/plugins/reamaze/

2) JivoChat - > https://wordpress.org/plugins/jivochat/

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