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Display chat metadata like location, IP address, browser, device type etc.

No description provided
8 months ago in Front Chat / Live Chat 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 1 year ago in Analytics - Times 0 Backlog

CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
6 months ago in Metrics 1 Backlog

Show message sent failures in Dialpad channel

When using Front to send SMS through Dialpad, sometimes customers will provide landline phone numbers instead which result in delivery failures. There is no clear way to get alerted when sending fails.
about 1 month ago in Existing integrations / SMS 0 Backlog

Ability to merge & reuse chatbot paths within a chatbot flow

Currently there's no way to merge different paths within a chatbot flow, or to reuse content a chatbot path in multiple places within a chatbot flow. This results in chatbot flows that have multiple identical paths, which makes it difficult to mak...
9 months ago in Chatbots 0 Planned

OOO status should allow re-assignment but no new assignments

OOO status to allow conversations that were once assigned to a teammate to be re-assigned, but no new conversations to be assigned.
over 1 year ago in Teammate availability 1 Backlog

Ability to add / install custom fonts

Please add the ability to add / install custom fonts in order to support corporate branding, specific design/format needs, and more.
about 1 year ago in Core Product Experience 2 Backlog

Centralized Dashboard to Manage Teammate Availability

Something team leads can use to easily toggle management
2 months ago in Admins can control more teammate settings / Teammate management 0 Backlog

Configure business hours and shifts as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
about 3 years ago in Admin Experience / Calendar - other / OOO - Analytics 4 Backlog

AI composer functionality for drafting KB articles

No description provided
3 months ago in AI / Knowledge Base 0 Backlog