The ability to use AI to train the chatbot on Knowledge Base / Help Center material, and then for the chatbot to use this information to automatically respond to chat visitors would be extremely powerful for deflection.
As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one, but sometimes there's a need for a chat sooner than 6 hours after the end of the first one.
We include various open-ended questions in our chatbot flow, it would be useful to be able to export the chatbot responses into a spreadsheet for analytics.
It would be helpful to have the ability for the chat visitor to be able to restart the chatbot flow at any time or to go back to an earlier step in the chatbot flow in the chat widget.
Ability to view analytics related to chatbots, including: Drop-off rate by path / step Path analysis (which paths are most visited) Deflection rate CSAT score First reply time Average resolution time
It's hard to create drafts of chatbots / test chatbots now because every chatbot is tied to a channel. What I'd like to accomplish is to create a draft chatbot and make changes to it without having to have it connected to a specific channel. Curre...
Changing the transcript email subject line from Front Chat
Currently, when the customer is being sent the transcript email from the Chat, the subject line is "Chat". It would be amazing if this could be configured to something more tailored for a better customer experience.
Include images, attachments, and gifs in chatbot flow
Currently you can only include plain text in chatbot messages, but it would be really helpful to be able to include things such as attachments, images, and gifs so we can provide resources that can help resolve chat visitor issues.