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Shopify Integration & Front Chat - Customer Service

Our research indicates these 2 actions would be great: 1-sending Shopify product cards to visitors via the Front Chat 2-allow customers to check shipping updates for existing orders
about 2 years ago in Developer Platform 2 Backlog

Create draft conversations with custom field data (1 step process)

Currently, this is a two step process. Not a huge deal, but would make a lot of sense to just send the data while creating the draft.
over 2 years ago in Composer 0 Backlog

Customizable Options for "Advance Notice" — Scheduling Links

For the "Edit scheduling links" feature, we should have the ability to edit the options available for the "Advance Notice" dropdown/picklist. For example, I think that "18 hours" or "20 hours" is a big omission. Let's say I work 9AM-5PM and a clie...
over 2 years ago in Accessing / Organizing Data / Scheduling Links 0 Backlog

CSAT: overall CSAT score per conversation

Change aggregation so that: if conversation A has two scores (5 and 3) and conversation B has one score (1) then average is ((5 + 3) / 2) + 1) / 2 = 2.5 instead of (5 + 3 + 1) / 3 = 3
about 3 years ago in CSAT 0 Backlog

New inbounds should cancel the scheduled CSAT rule delay

Current scenario with a 2h delay rule: Conversation is archived at noon, survey scheduled at 2pm New inbound at 1:30pm, replied and archived at 1:50PM CSAT survey sent at 2PM Desired behaviour: initial scheduling should be cancelled and CS...
over 3 years ago in CSAT 0 Backlog

Breakdown - time metrics per teammate (without re-filtering the whole report)

Ability to see for a given teammate that 25% of their reply were \<1min, 10% were between 1 and 3 min, etc.
almost 4 years ago in Investigation features 0 Backlog