Skip to Main Content
ADD A NEW IDEA

All ideas

Showing 15

Auto QA

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...
2 months ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

Support OAuth2 Client Credentials grant type for App Connectors

Right now when configuring a Server as part of building an App Connector, only the Authorization Code OAuth2 grant type is supported. It would be helpful to introduce support for the Client Credentials grant type ( https://auth0.com/docs/get-start...
3 months ago in Developer Platform / Dynamic objects / Links / Partner Integrations 0 Planned

Ending Chat - allow agents to end chat & see when a customer abandons chat

We'll allow agents to end chats for end customers and we'll also notify agents when the visitor abandons the chat conversation.
5 months ago in Chatbots / Live Chat 0 Planned

[granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….

The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
5 months ago in AI / AI summary 0 Planned

Option to display Knowledge Base widget (without live chat) during offline hours

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. ...
12 months ago in Knowledge Base / Live Chat 0 Planned

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)

Manually Close / End a Front Chat conversation

As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one.
about 1 year ago in Live Chat 0 Planned

Set chatbot hours and/or conditionally split chatbot responses based on hours

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...
over 1 year ago in Live Chat 0 Planned

View incomplete chatbot conversations

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...
over 1 year ago in Chatbots 0 Planned

Ability to use custom fields / variables in chatbot flow

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.
over 1 year ago in Chatbots 2 Planned