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.

When initializing a Front Chat conversation, I pass some contact custom fields from my app (user-id, etc)
Being able to access those passed fields in the Chatbot would allow me to perform lookups using App Requests to build more powerful workflows in the chatbot phase

Notifications for Aircall events while plugin is closed

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.

Description: Be able to search for conversation that DON'T have a specific filter

Example use cases:

• Do not search in "attachments"

• Search for an open email from outside your organization with 'is:open -@domain.com'

• Avoiding certain senders by searching for "invoice -[supplier's name/email]"

Benefits:

• More precision in results

Localization in the chat widget to support different languages. Includes text & buttons in the collect customer details step in the chatbot flow, the "Start new conversation" button after the chatbot auto-archives the flow, and more.

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

Load balancing rule conditions are checked when a conversation *enters* the queue, but not when Front tries to assign. Ex:

- Rule says "when inbound, if in inbox A, then assign load balance"

- Conversation comes in inbox A, no teammate capacity, goes to queue

- Conversation is moved to inbox B

- Teammate becomes available with capacity.

- Conversation is assigned despite not matching the conditions

It would be great if Front checked conditions both when delaying and trying to assign.

Ability to create macros at the company level, allowing them to be deployed across multiple workspaces and initiated from individual inboxes.

Some users like using the snooze function. But we may have a bit of trouble if something is snoozed but reappears while the assigned person is Out of office status. Then the thread is unassigned and we can lose track of it. Not a big emergency but I think best to have this automatic unasssign be optional. Best to keep it assigned to the same person even if they are out of office maybe or assign to whoever is in office at that time.

Today teammate Groups can be used to grant access to a Workspace with the default access role. This means that if an admin wishes to grant any other role with a teammate Group, they must assign it to users individually. This can becomes messy and inefficient with large numbers of teammates, and reduces the benefits of using teammate Groups.

We could allow a role to be selected when granting a teammate Group access to a Workspace, making permission management more scalable.

As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one.

OOO status to allow conversations that were once assigned to a teammate to be re-assigned, but no new conversations to be assigned.

When a teammate’s status is set to Out of Office, provide an option to allow new conversation assignments from rules and prevent unassigning existing conversations when new activity occurs.

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. The whole point of the knowledge base is to find the answer yourself. Hiding the whole widget when chat isn’t available means the customer can't even try to find the answer themselves.

Correctly recognize contact phone numbers with numbers only and with dashes

Aircall vs Front data example:
Data is being sent over from Aircall, and people have to manually combine phone numbers for the same contact.

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.

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 to help chat visitors.