Integrate chatbot with API so we can automate lookups to external databases. Ex) Automate lookups like appointment time, enter a zip code to find store locations, etc.
Add a chat widget landing page when visitor opens widget that offers different resources such as ability to start a chat conversation, view previous chat conversations, view Help Center articles, submit a CSAT rating, and more.
Handling Chatbot Messaging During Holidays/Slow Periods
Request an efficient way to indicate slower response times to users during holidays or low-activity periods, without manually updating messaging across multiple channels. Potential solutions: Centralized setting/flag to activate "slow response" mo...
Ability to verify chat visitor identity using fields besides email
Currently the Chat SDK allows you to verify chat visitor identity using email only. This would allow you to verify chat visitor identity using other fields like phone number or user ID.
Display online status of chat agents in chat widget
Ability to show chat visitors which support agents are currently online and also the average response time like Intercom does. Would also be helpful to display a message "The team will reply in [xx] hours" if no one is online.
Would love to be able to customize the chat widget launcher icon that appears on our webpage for chat. For example, would be great to be able to replace this with a company icon.
Chatbot: Set knowledge base as default tab upon opening
Would be very useful to have to option to set the knowledge base/Help center tab as the default one so that when a user opens the chatbot they arrive on the Help center tab instead of the chat.
We already have live chat message templates that address commonly asked inquiries. We'd like to be able to use them directly in the chatbot flow instead of having to replicate them manually.