All ideas

It would be a great idea to add an option of localization for the knowledge base. Since it can be used as an FAQ for customers, many of them don't speak English. Instead of creating many Help Centers, we could basically click on the article/sectio...

The ability to set an "Expiration" time on articles, so after that period of time, the admin will get a notification to modify the article

Create live chat bots that can collect information from chat visitors, answer common questions, and route conversations to the right place.

Currently the chatbot icon is a fixed icon. It would be nice to be able to customize it to better reflect our company's branding.

We are aware that we have conversation codes. But it would be nice and organized to have an internal ticketing system that queues the incoming emails and provides a ticket number to the customers and a portal our customers could access to track pr...

Soon, chatbot admins will be able to insert embedded hyperlinks to text so messages look more professional and chatbot admins can more easily share content from other webpages in the chatbot flow. Currently it's not possible to include an embedded...

Better email logging: e.g. being able to search for the company and deal that a contact might be associated with and then log the email to those specific records. Allow admins to customize display fields for all teammates Associate newly created d...

It's important to have the ability to initiate conversations with all shared slack channels

Today tags are Team-specific. Companies with multiple Teams have to use a distinct *Urgent* tag. Those tags show up as duplicates in rules, analytics, etc. It also means that when a conversation is moved from Team A to Team B, we strip all existin...

We'll allow agents to end chats for end customers and we'll also notify agents when the visitor abandons the chat conversation.