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Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
2 months ago in Insights 0 Already available

Chat - Display customer's geo location

When chatting with a customer, have the ability to see their current geographic location. This is important for businesses who have to comply with export restrictions.
2 months ago in Live Chat 0 Backlog

Ending Chat - allow agents to end chat & see when a customer abandons chat

We'll allow agents to end chats for end customers and we'll also notify agents when the visitor abandons the chat conversation.
2 months ago in Chatbots / Live Chat 0 Planned

Pull Avatar/Image from Google profile so that it populates the Profile Photo in Front

Save time on set up.
2 months ago in Admin Experience 0 Backlog

Application Object Automatically Refresh Token

Running into an issue where salesforce connector apps are automatically logged out after 24 hours It appears we are not requesting a new token when a previous token expires. After speaking to Xav, it was highlighted that this happens because there...
2 months ago in Dynamic objects 0 Backlog

Reassign custom fields pointing to a teammate to another user

Today when a user is disabled, the account remain assigned to that user in Accounts. If their manager remembers that there are accounts assigned to a departed user, they will give me a back up user or a lits of user to re-assign accounts to. To co...
2 months ago in Accounts Manager / Admin Experience 0 Backlog

[action] AI answer for KB to support multiple KBs

Situation Description: Currently, users can only search for answers in a single knowledge base (KB) at a time. This limitation requires users to know which specific KB contains the relevant information, and if they don’t, they must manually search...
2 months ago in AI / AI answer for KB (Ask your KB) 0 Backlog

[action] *Automatic* AI Translation for Inbound and Outbound Messages

Situation Description: Currently, AI translation for inbound and outbound messages requires users to manually trigger the translation. This adds extra steps and actions that slow down their workflow, especially for users handling conversations in ...
2 months ago in AI / AI message translation 0 Backlog

Error Codes for WhatsApp on mobile

Often, WhatsApp encounters errors, but the error codes aren’t visible on the mobile app.
2 months ago in Native features 0 Backlog

Contacts and accounts plugin on mobile app

Provide access to contacts and accounts, similar to the plug-in available on the web browser and desktop app.
2 months ago in Native features 0 Backlog