All ideas

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

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

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...

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

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...

It'd be great to be able to convert a Date dynamic variable into a custom date/time format string, e.g. "MMM YYYY"

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...

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

Ability for chat visitors to directly submit CSAT rating in the chat widget (vs. using a CSAT link)