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As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one.

It would be helpful to be able to use custom fields / variables in chatbot flow messages like "Hi {visitor.first_name}" in order to personalize the chatbot flow more for chat visitors.

Currently a conversation is not created within Front unless a chat visitor has completed the chatbot flow. It would be helpful to have a separate inbox that stores partially completed chatbot conversations - this way the team could still jump in t...

Option to only show help centre from chat widget. Especially useful when chat is 'offline'. When offline hours are enabled, the widget is completely hidden from the site. This also hides the knowledge base, which seems like a strange thing to do. ...

Allow customization of the criteria description of smart QA in order to tailor them to specific cases (e.g. "do not take reports of power outages into account as it is outside our company's power to address those").

At a high level we would like to be able to only have our chatbot run in Off Hours and have our support representatives handle all live conversation during business hours. So part 1 of the request: be able to set the chatbot to only turn on during...

Similar conversations lack of accuracy.Ideas: Allow to remove "similar" results and use this as training signal to improve the accuracy

I'd love to be able to see Talk Time, Hold TIme, etc with our Dialpad integration, direclty in the analytics section of Front!

Playbooks are Front's new automation tool designed to handle multi-step, conversational workflows that resolve complex customer inquiries over time.