The ability to use AI to train the chatbot on Knowledge Base / Help Center material, and then for the chatbot to use this information to automatically respond to chat visitors would be extremely powerful for deflection.
Group individual Live Chat messages into one conversation in Sent Items
Live Chat sees every individual message sent as a separate sent item even if it's part of the same live chat conversation with 1 person. When going back through Sent Items, this makes it overly large and messy to look back through, especially when...
We use Front live chat to help our customers troubleshoot quotes and place orders online. Each quote or order has a unique URL which does provide us some information of who the customer is, but we have to open and web page and search the number to...
We include various open-ended questions in our chatbot flow, it would be useful to be able to export the chatbot responses into a spreadsheet for analytics.
It would be helpful to have the ability for the chat visitor to be able to restart the chatbot flow at any time or to go back to an earlier step in the chatbot flow in the chat widget.
Ability to view analytics related to chatbots, including: Drop-off rate by path / step Path analysis (which paths are most visited) Deflection rate CSAT score First reply time Average resolution time
Include images, attachments, and gifs in chatbot flow
Currently you can only include plain text in chatbot messages, but it would be really helpful to be able to include things such as attachments, images, and gifs so we can provide resources that can help resolve chat visitor issues.
As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one, but sometimes there's a need for a chat sooner than 6 hours after the end of the first one.