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Clear definition for Chat Section and Internal Comment
I wanted to share a usability concern regarding the layout of the Chat and Internal Comment boxes. Currently, the two fields are very similar in both appearance and placement, which increases the risk of accidentally sending internal comments to t...
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32
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[context] AI features to leverage Front Conversation History
Leverage past email history for AI Answers/AI Suggested Replies. Past email conversations are a good source of knowledge to reduce product / general inquiries because: Doesn't required to be structured in a specific format Compared to a knowledge ...
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76
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Front Chat Branch by Agent Availability
Ability to branch chat based on agent visibility to ensure synchronous chat expectations are met - also to direct customers to submit a request via email or collect information but set expectations that all agents are "busy". and/or - ability to s...
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33
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Chatbot Transcript - Expose "turn based" conversation / message attribution
When you view a completed Chatbot<>Visitor conversation in the conversation UI, we see the AI/Visitor messages differentiated by being bolded or not. While the HTML version of the message accessible via the API does contain the same bolding,...
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