ADD A NEW IDEA

All ideas

Showing 1709

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship
5 months ago in CSAT metrics and reporting 0 Backlog

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided
5 months ago in Metrics 0 Backlog

Being able to host multiple form channels in KB vs. hosting them as separate resource links

Currently today we can only connect one form per KB. Ideally, there would be an option to add multiple consolidated forms as customers may need to submit many to various teams.
5 months ago in Knowledge Base 0

ON/OFF toggle for Front Chat widget

Only having the option to select offline hours for live chat creates a myriad of support problems for small teams juggling multiple jobs and the ability to simply turn it on/off with a single click would significantly improve the functionality.
almost 2 years ago in Live Chat 2 Backlog

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.
about 2 years ago in Core Product Experience / Insights 0 Backlog

Tango workflows integration for Knowledge Base

Tango makes it insanely easy to create interactive walkthroughs in seconds. Using it to create SOP walkthroughs of daily tasks on the computer to make it easy for anyone to just jump in and easily figure anything out. It already integrates with ot...
over 1 year ago in Knowledge Base / New integration requests 2 Backlog

Improved analytics for Front Chat

No description provided
about 2 years ago in Live Chat 0 Backlog

Sortable rule set data

It would be good to be able to sort and change the order of the various rows within the Rule Set Data for Rule Sets. We are setting up a Master Rule Set for one of our teams to auto tag and assign messages received - this will end up having a lot ...
about 1 year ago in Workflows 1 Backlog

Opening Links from Knowledge Base in New Tab

When we click on posted links in our Knowledge Base they open up in the same browser page. This is not very convenient and we find that having links open in a new tab helps with the flow of information search. Could this please be amended in the b...
over 1 year ago in Knowledge Base 0 Backlog

Check if an answer respect company policies before sending

Automatically check an answer before it's sent, to make sure it respects company preferences and guarantees quality. Like: Formatting: Tone, spelling, names, attachment... Policies: Message validated by a manager if the customer is close to renewa...
7 months ago in AI / AI angel (QA before sending) 0 Backlog