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VOTE
[granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….
The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
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Planned
2
VOTE
Ability to save progress during Application Object setup
Currently if your Application Object doesn't pass the final test step none of your progress will save as you are not given the option to save progress. This can be really tough for teams that setup complex variables and connections as they have no...
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Planned
5
VOTE
[core] AI tagging rule to support more triggers (e.g move, new inbound conversations)
Ideally, we'd want every conversation in our shared inboxes to get tagged so they can be triaged to the appropriate inbox. The AI tagging rule doesn't support moves Trigger on New Inbound Conversations Only: The AI tagging rule doesn't seem to sup...
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Planned
1
VOTE
Include resolution time as an option for the Tags report
Right now we can see response times by tag in the Tags report, but we can't see resolution time directly in this report. This would be useful for better understanding the full scope of time it takes to resolve certain issue types, separate from ju...
0
Planned
6
VOTE
Option to display Knowledge Base widget (without live chat) during offline hours
Option to only show help centre from chat widget. Especially useful when chat is 'offline'. When offline hours are enabled, the widget is completely hidden from the site. This also hides the knowledge base, which seems like a strange thing to do. ...
0
Planned
1
VOTE
Automatically generate AI summaries upon receiving email
I love the AI summary feature in front. My only criticism is that I wish it would automatically summarize incoming emails. This would allow me to quickly browse through the summaries without needing to click generate and wait for the generation to...
0
Planned
6
VOTE
5
VOTE
Set chatbot hours and/or conditionally split chatbot responses based on hours
At a high level we would like to be able to only have our chatbot run in Off Hours and have our support representatives handle all live conversation during business hours. So part 1 of the request: be able to set the chatbot to only turn on during...
0
Planned
14
VOTE
Customize timeframe of automatic chat widget refresh
Currently there is a hardcoded 6-hour refresh window for the chat widget (as long as 30-min have elapsed since a message has been received from the chart visitor). However we have chat visitors who return more frequently than 6 hours so we'd like ...
0
Planned
28
VOTE