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.
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
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's hard to create drafts of chatbots / test chatbots now because every chatbot is tied to a channel. What I'd like to accomplish is to create a draft chatbot and make changes to it without having to have it connected to a specific channel. Curre...
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.
Currently it's not possible to include an embedded hyperlink in a chatbot message. Instead, the full URL (e.g., www.google.com) will appear. It would be helpful to be able to insert embedded hyperlinks like this so messages look more professional ...
Ability to merge & reuse chatbot paths within a chatbot flow
Currently there's no way to merge different paths within a chatbot flow, or to reuse content a chatbot path in multiple places within a chatbot flow. This results in chatbot flows that have multiple identical paths, which makes it difficult to mak...
Ability to duplicate entire chatbots for other Front Chat channels
The ability to duplicate chatbots would be much appreciated. We work with several chat channels which have the same workflows, so it would be much faster to set up a new bot for another chat channel by duplicating the existing one.