Live Chat

The Problem / Current Behavior Currently, the implementation of the chat widget exhibits a critical flaw regarding message persistence when a user logs out of the site where the chat is implemented. Scenario: A customer is actively logged into o...

Problem When a single chatbot is deployed across multiple web properties (support.example.com, dev.example.com, etc.), chatbot analytics cannot be filtered by host, making it impossible to isolate metrics by domain. Request Add URL/host-based filt...

Problem When a chat visitor abandons a Front Chat flow without completing it, you can't see what information they entered. Request Show visitor inputs from abandoned Front Chat sessions so you can identify and proactively reach out to prospects wh...

Problem Chat and Internal Comment boxes have similar appearance and placement, leading to accidental posts to the wrong field and exposing internal notes to customers. Request Visually differentiate the fields more clearly (e.g., different colors ...

Problem Proactive messaging with Front Chat is only available on the web, limiting customer engagement for mobile users. Request Enable proactive messages on mobile apps, with the ability to target users based on logged-in identity and contact inf...

Problem Chatbot handoff options don't include creating a Customer Portal conversation, preventing teams from directing chat visitors to the portal-based support model. Request Add a handoff option to automatically create a Customer Portal conversa...

Problem Cannot distinguish chatbot interactions from ad-driven traffic when tracking conversions in Google Ads. Request Track Google Ads conversion events for chatbot interactions to measure engagement of ad-driven visitors.

Problem In completed chatbot transcripts, it is difficult to distinguish between multi-choice options the user was presented with versus free-text fields they entered. Request Display both the available options presented to the visitor and their s...

Problem When retrieving chatbot conversations through the API, message attribution (who sent each message) requires parsing HTML style attributes, making it difficult to programmatically determine conversation structure. Request Expose chatbot tra...

Problem Chat transcript emails are displayed as a single long quoted thread, making it difficult to follow conversations and distinguish between speakers, especially in longer exchanges. Request Improve the styling and formatting of chat transcrip...