Currently there's no way to merge different paths within a chatbot flow, or to reuse content a chatbot path in multiple places within a chatbot flow. This results in chatbot flows that have multiple identical paths, which makes it difficult to make updates to the flow.

It would be great if we could merge paths so we only have to edit content once in a flow, or something similar.

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.

Front currently has a "tag" feature where a company can create a list of tags and mark each conversation with any number of them. At my company (Collective), we have around 30-40 tags that our Support team currently uses. However, manually tagging is time-intensive and is inconsistently practiced across the org, leading to suboptimal results.

Tuning an AI model to select tag(s) from a predefined list for each company and tagging each conversation with any and all relevant tags would be an awesome product. This would allow a company like mine to save a bunch of time so that our support team doesn't have to tag conversations manually and would allow us to get consistent insights that tags are meant to provide (what topics are customers having the most problems with, which issues tend to come up more during certain times of year, etc.)

AI Summarize currently only works with English; we should also allow for other languages.

Companies want to standardize their email signatures from a branding perspective. We want all users to have the same font and color scheme and to use only the company approved phone numbers [by team] and to have the proper email and website links.

Allow company admins to define signatures that can be used across all Workspaces and individual inboxes.

This is already technically possible, since a Workspace signature is available in other Workspaces, but the behaviour is not intuitive and it is not possible to globally rank which signature should be the default.

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

It would be helpful to be able to show a different chatbot flow to visitors depending on which page they're viewing / initiating the chat from.

Currently there is a hardcoded 6-hour refresh window for the chat widget (as long as 30-min have elapsed since a message has been received from the chart visitor). However we have chat visitors who return more frequently than 6 hours so we'd like to be able to customize a lower time limit to ensure that the chatbot runs again for them.

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.

Create a real-time dashboard to showcase what's happening *now* in front so you can have a "captain of a ship" view of what's going on.

Imagine a screen where you could see staffing, wait & response time, volume of requests, numbers of open/unassigned conversations, trends of volume over the past 5 hrs, etc

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 certain hours

Part 2: Is in a similar vein and could replace #1 depending on how it is implemented. Part 2 is the request to be able to conditionally split chatbot responses based on time of day/ Business Hours. Example: During business hours I want my chatbot to only say "Hi, how can I help?" and then pass on to a human but in Off Hours I want my chatbot to ask more follow up questions.

Front users will soon be able to populate their message templates with information from their dynamic objects. Quickly compose messages with important information such as order status, shipment ETA, reservation date, and more without needing to manually copy this data from your third party tools. Additionally, users can leverage these templates in rules to automatically update their recipients with information from dynamic objects.