Feedback for Comm100

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  1. Change all personal greeting message.

    As you know some websites changing their domain always. And always personals must change site domain name from greeting message. You can add admin panel %greetdomain% and personal when add %greetdomain% their greeting message it will show from shortcode.

    For ex: Photo

    24 votes
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  2. Enable reporting for "notes" left inside chats

    Currently we can't report on note usage or even look for chats that contain notes, unless you know the keywords used in the note.
    We have come across cases where compliance was breached by using notes and we have no way to report on this so far

    12 votes
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    0 comments  ·  Live Chat  ·  Admin →
  3. Post Chat Survey report by agent

    Currently the only filter for the Post Chat Survey report is Campaigns.

    Is it possible to get this By Agent as well?

    Similar to the Player Rating (which is also part of the post chat survey, but has its own report) we could then measure NPS, CES and FCR per agent.

    6 votes
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  4. Customize the "Right Now" report by department

    Looking to have the ability to set some customizations within the "Right Now" snapshot report under the Dashboard tab.

    We want to filter out by department at least, but we would also benefit by being able to see data on a Campaign level as well. Being able to toggle between these would be ideal for on-the-fly reporting.

    6 votes
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  5. More dynamic canned response shortcuts

    Looking to allow for multiple shortcuts per canned response. Many other chat and social media platforms allow for this as it allows users to search more easily and not have to rely solely on text searches.

    Also, allowing for hyphens within the shortcut field will allow for diversity with multiple words.

    Ex: A canned response like this can have multiple hashtags for reference.

    #response #canned-response, #reference, #multiple-hashtags, #hashtag

    6 votes
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  6. Parse permissions within Settings to allow deeper customization to certain functions

    Looking to allow for a deeper allowance of permissions beyond the current level. We are hoping to allow for some Settings permissions to be granted to some users while still preventing them from using others.

    Ex: Settings >> Auto Allocation and Settings >> Ban List should be allowed for some of our users (like supervisors) without allowing access to Settings >> Departments or Settings >> Visitor Segmentation

    6 votes
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  7. Ability to toggle users from Away to Online remotely

    Looking to add the ability to turn an agent back to Online from the Away status. Current functionality allows the following:

    Online >> Away
    Online >> Offline
    Away >>Offline

    Hoping to add the following as well:

    Away >> Online

    This will help with agents avoiding chats or for those that are unaware/have forgotten to return to Online from a break.

    6 votes
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  8. Adding a campaign tag to the chat transcript when forwarded to ZenDesk

    Currently, a chat transcript shows the Campaign as well as department within Comm100. However, when using a direct integration with ZenDesk, the tags sent with the transcript only include the department.

    Hoping to add a Campaign tag as well, to better categorize the chat transferred.

    6 votes
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    0 comments  ·  Ticket  ·  Admin →
  9. Setting chat limit by department

    Currently only able to set limits at the org level or the agent level - Looking to set the chat limits overall for a specific department. We have multiple departments with large amounts of agents in each and setting each agent separately is difficult to manage.

    Ex:

    Dept 1 (UK) - 3 chats
    Dept 2 (US - chats only) - 4 chats
    Dept 3 - (US - omni) - 2 chats

    6 votes
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  10. Ability to toggle auto-translation use for all agents

    Currently, agents must turn on auto-translation in their chat settings before the icon is visible for them in the chat window. We would like to either make this a default setting as ON or be able to toggle it on upon account creation.

    Keeping it at the agent level is difficult for larger teams.

    6 votes
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  11. Ability to use campaign-specific auto-messages that include placeholders

    Currently only available on the Agent level - we are looking to set an auto-message that will include the customer name from the pre-chat survey at the campaign level. Having it at the agent level only is difficult to manage with a larger team.

    6 votes
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  12. Ability to add more avatars

    Due to the small amount of avatars available, we would like to be able to bulk upload avatars to the library so users have a larger selection to choose from.

    5 votes
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  13. never ending chat

    there should be a never ending chat, like tidio chat, where users can see past chat sessions, and if you hit the close button, it should just minimize the chat not end it.

    21 votes
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  14. Manually invitations takes up to 50 seconds to show to he visitors

    make manual invitations appears faster on visitors , sometimes it takes up to 50 seconds, and sometimes visitors are no longer on site. they should appear instantly like other chat services

    19 votes
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  15. Forms

    It would be very beneficial to have an option to create forms like PCI forms but that don't need to be secure. For example, if you are needing to get a lot of information from a customer (phone number, address, birthdate, etc.) the form would make it a lot easier to obtain this information instead of having to type each one out and wait for a response. A form option would be much cleaner and more efficient.

    5 votes
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  16. I hope I can add a Chinese installation package.

    I hope that the software can support the Chinese version.

    6 votes
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    1 comment  ·  Live Chat  ·  Admin →
  17. Queue closes but guest is still in it. Guest should get a message and kicked to the offline option.

    It's currently possible for agents to exit and not clear out the queue. In the unfortunate event that it happens, the guest could stay in for far too long.

    Give admins the options to 1) customize a message along the line of :c
    hat is now closed" and 2) kick the guest out or to the knowledge base or the contact us page, whichever.

    Thx for considering this.

    2 votes
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  18. iOS updated app with better UI and Emojis and send files

    the iOS app loads really slow, and there is no emojis and also there is no file sharing option.

    18 votes
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  19. Insert anchor tags with Agent Console

    Allow the agent console api to add html elements, such as <a href ="somesite.com" id="for-triggering-events-on-client-system">Activate Promo code!</a>
    This would allow developers to easier trigger events on their system.

    3 votes
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  20. Add a Button/Customer URL Link to Invitations

    Having a button/link to other pages would help to better promote/inform customers through use of the invitation - especially for special offers

    1 vote
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