Feedback for Comm100

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  1. Have "timout" setting for when a chat agent is online but not answering

    I would like to see a feature to where if chat agents are online, but none accept a chat request, that after an amount of time (which can be set in settings), it will automatically promp the chat user to leave a message. I know there is the option for the user to do that themselves if nonone picks up, but I would prefer it to be something that can be set to do automatically. Most other Live Chat softwares all have this feature.

    17 votes
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    1 comment  ·  Live Chat  ·  Admin →
  2. search history by ip

    I would like to see the ability to search chat history by ip address.

    I've got a use case where we're getting trolled by an ip who's changing their name for every chat.

    I want to find all of the chats by the troller and contact my staff to ensure they're okay.

    1 vote
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  3. Allow us to have Image/Document storage for representatives

    It would be great if instead of something basic like knowledge base, we had something where we can have an image bank. The bank would allow people working Live chat or even email and more, the opportunity to get images to share with customers - whether these images help with tech support or to better explain our products. Image it like this - Google Drive can share images and docs with a group of people for them to grab and use at anytime, let's try to eliminate the use of going off of Comm100 to get a file to share…

    3 votes
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  4. 1 vote
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  5. Integration for Lead Forensics

    Help Comm100 get smarter and identify users based on the Lead Forensics Database. Please integrate with Lead Forensics

    3 votes
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  6. leaving page

    If a user moves their cursor outside of the web page are (back button, URL bar) and appears to be leaving the page, post chat request window.

    3 votes
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  7. Agent Log on/off alert

    I would like to be notified by sound when a new agent logs in or when an agent logs off. With our routing rules set up the way they are, we need to make sure we know which agents are online and when without constantly having to review the active agent list.

    2 votes
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  8. Agent Console app mode fails at login

    Every day I create a new desktop shortcut using the process below because if I use the desktop shortcut from yesterday a login error occurs: Cannot read property 'errorCode' of undefined.

    How to create Comm100 as a desktop app in Chrome:
    1)With Agent Console page open in Chrome, click 3dot menu, More Tools, Create Shortcut, fill checkbox Open as Window and click Create button
    2)Done. You have a shortcut on desktop that opens Agent Console as an app.
    3)Try to login. It will always fail with Cannot read property 'errorCode' of undefined

    0 votes
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    1 comment  ·  Live Chat  ·  Admin →
  9. transfer chats without joining

    As an account admin I would like to transfer on going chats to other agents without having to join the chat first

    12 votes
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  10. Report for users that are set away/logged out by a supervisor

    We are looking to have a new report in the audit log that reflects any changes made to a user's status in Live Chat. This would be used to see who is properly changing statuses at the right time, but also will show if someone with higher-level access has changed the status of the agent in question as well. It can be used to support repeat offenders on the agent side and any abuse of power on the supervisor side.

    4 votes
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  11. Can all the forms that the customer sent back be added to the "Transcript Details' since it is really part of the conversation transcript?

    Can all the forms that the customer sent back to be added to the "Transcript Details' since it is really part of the conversation transcript? Because sometimes when I experience PC problem, my Comm100 account logs out and once I logged back in, I can no longer see the form. You can check the highlighted part of the screenshot I attached here for your reference. Thank you!

    2 votes
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  12. Chat History Search Based on ChatGUID.

    Need provision to search the chat history based on chatGUID. since GUID is the unique value for the chat's it should be added in the search.

    2 votes
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  13. 7 votes
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    1 comment  ·  Live Chat  ·  Admin →
  14. It is recommended to add, when a new user comes in for consultation, the default display on the right column is [info]

    For example, I am now picking up an A customer. The current page on the right side of customer service displays [Packed up] and then a B user comes in. When I go to click the dialog box with him, can I set this to the default [INFO 】page

    1 vote
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  15. Mobile vs Desktop Traffic report

    May I suggest to include a report to show where customer came from i.e desktop or mobile

    4 votes
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  16. Agent status over API delay

    When agent logout or close livechat window, API returning status active for at least a minute after that. It seems like agent is online, but when customer want to chat the offline message window appeared.
    We need this to be more "realtime", so when agent logout the status is immediately changed to offline.

    13 votes
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  17. Please provide export functionality for our agent list.

    Exporting the list of agents is something we are needing to do during implementation and are unable to do so, easily. It would be very beneficial to be able to do this.

    3 votes
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  18. Allow for auto-scrolling to be disabled

    By default, the chat software scrolls the window all the way to the bottom when the agent is typing to the client. A client may wish to scroll up to review something an agent said previously, but if the agent sends a new message, it forces the client back down to the bottom. This also happens if the agent is typing a message - the client's window scrolls down automatically every 1-2 seconds if they scroll up while the agent is in the middle of typing a message. Instead of the client using the time she is waiting for the…

    19 votes
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  19. Make zendesk integration request content as public instead of internal for reply purposes

    Currently, zendesk integration has the content of the request marked as internal, replying requires additional copy&paste. Please make ticklet content default as public.

    zendesk can easily convert public to internal, but NOT vice versa.

    1 vote
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  20. Send an email invitation to new agents

    When a net-new agent is added, send them an invitation email with their log in information and a link to the landing page. This behavior would align with other license-based web tools.

    If not, at the admin side add a notification clarifying that once you add someone, you have to also send them a link to the landing page so they can log in.

    3 votes
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