Feedback for Comm100

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  1. Returning to the web page on mobile device

    When using a pop-out chat window, the client is looking for a way to return to the webpage once the chat window has taken up the entire screen. The client is having to click the 'Restore' option, or the close icon to go back to the regular window.

    Screenshot attached.

    1 vote
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      has workaround  ·  6 comments  ·  Live Chat  ·  Admin →
    • API webhook repush

      If customer is using our API/Webhook and there's a power outage on their at night - can they do re-push from our end. They still want that data from last night.

      4 votes
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        coming soon  ·  3 comments  ·  Live Chat  ·  Admin →
      • Drag & drop files in chat window

        Add the drag and drop functionality for the visitors or agents to share files. Clicking on "attach file" icon seems an extra step.

        1 vote
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        • Allow chat button by pre-set scheduling

          If my agents are online from 9 to 5 and I want to display offline message afterward, I should be able to do so.

          55 votes
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            planned  ·  7 comments  ·  Live Chat  ·  Admin →
          • Integration with Salesforce Knowledge

            For customers who heavily rely on Salesforce are also utilizing their Knowledge Base component. Makes sense to ensure there is a seamless integration between Live Chat and Salesforce's Knowledge Base piece.

            1 vote
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              has workaround  ·  1 comment  ·  Live Chat  ·  Admin →
            • Disabling the link feature.

              We should be able to disable receiving links from our visitors. In nature of our business, we do not need any links or screenshots from our customers. They keep constantly sending virus links to our supports. So, even if they will be able to send some link, the link should be scan first or block if it looks suspicius. Like ending with .qrr / .qg

              Thanks!

              1 vote
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                0 comments  ·  Live Chat  ·  Admin →
              • Date and time stamps

                date and time stamps on the chat per the image attached.
                date would be fine to leave out

                1 vote
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                  1 comment  ·  Live Chat  ·  Admin →
                • Allow admins/managers to hide website Visitors for agents via permissions

                  Some organizations don't want their agents to have visibility on what the website visitors are doing/browsing; therefore, would like to control this via permission for agents.

                  1 vote
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                    0 comments  ·  Live Chat  ·  Admin →
                  • Temporary/Variable licensing for agents

                    We need the ability to easily move licenses between staff. For example, we require 3 staff to work on eChat on any given day out of an inventory of 9 staff. We want to be able to move staff between active/inactive without having to delete their license and add a new person - we also can't just rename staff as it adjusts the history in transcripts. Our goal is to be able to change permissions either in the application or within our active directory which we could link to the application.

                    3 votes
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                      0 comments  ·  Live Chat  ·  Admin →
                    • 1 vote
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                        on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
                      • Voice Message through Live chat

                        We suggest to have a voice message feature, which enables the customer to record a voice message and receive a reply with voice message too, in addition to the normal live chat, similar to the concept of Whats app and Facebook Messenger applications... this feature will empower the customer to send his inquiry comfortably and will complete the chat in much lower duration.

                        1 vote
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                          1 comment  ·  Live Chat  ·  Admin →

                          We are not going to have this feature in the near future.

                          For Agents, It takes time to listen to the voice messages, which reduces the efficiency. If we add the voice message feature, the voice-to-text feature is also needed.

                          For Visitor, the speech input becomes more powerful, which can be a replacement of voice message if they don’t want to type.

                          Thanks.

                        • Routing order/Hunt Group

                          It would be handy to be able to setup routing order per campaign in case preferred agent or department is offline or nor respond within XX seconds.

                          Example:
                          1: Chat comes in for Department or campaign X
                          2: Assigned department is not responding to call or offline
                          3: call goes to next rule which can be another agent or department or all
                          4: etc.

                          This way can set preferred departments for campaigns and if they not there or to busy going to next preferred etc.

                          10 votes
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                            0 comments  ·  Live Chat  ·  Admin →
                          • Email Transcript to have ADF Format option

                            Being able to send a chat transcript via email in a ADF format. ADF format allows for a lot of integration with Automotive dealerships systems and CRM programs, to allow for follow-up.

                            1 vote
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                              0 comments  ·  Ticket  ·  Admin →
                            • Enable Agent Provisioning for simplified SSO management

                              The way the current SSO setup solution works a user needs to be created in Comm100 first. To simplify Agent life cycle management Provisioning and De-provisioning of a Agents incl attributes like queue should come from the Identity Provider.

                              1 vote
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                                0 comments  ·  Live Chat  ·  Admin →
                              • I want to call back the message

                                I want to call back the message

                                1 vote
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                                  0 comments  ·  Live Chat  ·  Admin →
                                • Canvas LMS Integration

                                  Some clients are interested in integrating sites built upon the Canvas LMS with Comm100.

                                  The current workaround is to use some custom JS to add our chat button to the site via Canvas' somewhat limited custom code features.

                                  The integration could include first class support for adding the chat button code to certain pages rather than all or none, as well as the ability to set up and manage Comm100 within Canvas without using custom code.

                                  1 vote
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                                    0 comments  ·  Live Chat  ·  Admin →
                                  • Ability to transition license from 1 agent to replacement agent

                                    Agents leave the department and get replaced with another person. Need to be able to use the same license for the new person, yet retain the history of chats under the previous agent's name. Apparently, at the current time, either you delete agent who is leaving & add new agent (but lose the history of the leaving agent). OR you update the profile of existing agent so that it has the info of the new agent (now the history from the leaving agent shows up as history for the new agent). Need to be able to keep the history for…

                                    1 vote
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                                      0 comments  ·  Live Chat  ·  Admin →
                                    • Default agent template and permissions

                                      We should have an option to set the default parameters that are used when creating a new agent. i.e. parameters such as: Title, password, groups and permissions should be configurable in a default template.

                                      Every time when i create a new agent i need to set all these manually and after the agent is created i need to manually amend the permissions as they are wrong and don't reflect the permissions of the "All agents" group.

                                      my "All operators" group for example has "Join chats" disabled, but every new agent that i create has this option enabled, and some others…

                                      3 votes
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                                        0 comments  ·  Live Chat  ·  Admin →
                                      • Update getChats API

                                        Include the following:

                                        • Country/Region (needed)
                                        • City/State (nice to have)
                                        • Operator ID (currently operators are only identified by name/string)
                                        • Department ID (currently operators are only identified by name/string)
                                        • Campaign ID (currently operators are only identified by name/string)
                                        • Visitor Segment (we don't need this, but FiveTran requested)
                                        • Source (we don't need this, but FiveTran requested)
                                        • Transfer Log (we don't need this, but FiveTran requested)

                                        1 vote
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                                          0 comments  ·  Live Chat  ·  Admin →
                                        • 1 vote
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                                            0 comments  ·  Live Chat  ·  Admin →
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