ADD A NEW IDEA

My ideas

    Showing 20

    Smart QA setup flow revamp

    Refresh the Smart QA setup flow to improve usability
    3 months ago in Activation / AI Smart QA 0 Planned

    Views by Account

    As a user, I need the ability to create a view by account (or domain) so I can view all comms with a certain customer in one place - and save that view (running the same search over an over again is not sufficient)
    6 months ago in Admin Experience / Views 0 Planned

    [accuracy] Improve suggested reply accuracy (inquiry detection, customer context aware ...)

    No description provided
    over 1 year ago in AI / AI suggested replies (auto draft) 0 Planned

    [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
    over 1 year ago in AI / AI summary 0 Planned

    [accuracy] Similar conversations feedback loop reinforcement

    Similar conversations lack of accuracy.Ideas: Allow to remove "similar" results and use this as training signal to improve the accuracy
    over 1 year ago in AI / AI similar conversations 0 Planned

    [channel] AI suggested replies on more channel types (SMS, chat, custom..)

    Same as auto-draft with AI for emails, but for chat and SMS or others TBD
    over 1 year ago in AI / AI suggested replies (auto draft) / Live Chat 1 Planned

    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. ...
    almost 2 years ago in Knowledge Base / Live Chat 0 Planned

    Dialpad Analytics Dashboard within Front

    I'd love to be able to see Talk Time, Hold TIme, etc with our Dialpad integration, direclty in the analytics section of Front!
    almost 2 years ago in Developer Platform / Insights 0 Planned

    Manually Close / End a Front Chat conversation

    As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one.
    about 2 years ago in Live Chat 0 Planned

    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...
    about 2 years ago in Live Chat 0 Planned