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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 ...
about 1 month 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...
2 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.
4 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
4 months ago in AI / AI summary 0 Planned

Search filter: include/exclude attachments

Option to search in attachments or exclude them from search. Right now, they are always included.
6 months ago in Search 0 Planned

Include resolution time as an option for the Tags report

Right now we can see response times by tag in the Tags report, but we can't see resolution time directly in this report. This would be useful for better understanding the full scope of time it takes to resolve certain issue types, separate from ju...
6 months ago in Insights 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. ...
11 months ago in Knowledge Base / Live Chat 0 Planned

Automatically generate AI summaries upon receiving email

I love the AI summary feature in front. My only criticism is that I wish it would automatically summarize incoming emails. This would allow me to quickly browse through the summaries without needing to click generate and wait for the generation to...
12 months ago in AI 0 Planned

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
about 1 year ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Planned

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