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.
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.
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.
It would be nice to integrate Google Dialogflow into our chat offering in the way Twilio Flex currently does https://www.twilio.com/blog/flex-dialogflow-cx-digital.
Clarify inbound messages, outbound messages and comments in Chat conversations
The new design of a Chat conversation means that Inbound messages, Outbound messages and internal notes/comments can be difficult to distinguish due to the shades of blue and grey used. The compose box also now has a "Shared Draft" bar at all time...
Do not override customer contact details with pre-live chat form entries
We ask to collect info in the pre livechat form (e.g. email + a reference using a custom field) but if the customer types this in wrong or doesn't enter anything this information will be edited / deleted from the contact information. We need this ...
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.