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  1. 1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  2. Verify timezone settings

    Could you check if timezone setting is used properly in whole system?
    As you could see in attached printscreens, in livechat window it shows 23:21 time. but the printscreen is taken at 12:21 (GMT+1) and in chat history time of the chat is correctly showed as 12:21. It could be really confusing for customers to see different time, than they have.

    3 votes
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    1 comment  ·  Live Chat  ·  Admin →
  3. Update javascript for performance recommendations on Lighthouse

    Google is currently downgrading both our "Performance" and "Best Practices" metric, due to the slightly outdated javascript running in the most recent Live Chat installation code.

    I'm not sure how Google ranks our pages for "Best Practices", but "Performance" is certainly rated, so I would like this updated if possible.

    Without the chat code installed, we score considerable higher on both metrics (a perfect 100 on "Best Practices without the code).

    Specifically, Google wants us to fix these issues:
    - Does not use passive listeners to improve scrolling performance
    - Uses document.write()
    (It's probably the non-passive listener lowering the performance,…

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  4. 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

    10 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  5. 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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  6. Agent Report Card

    An Agent report card that provides their rating of all chats in a determined time period as well as the Post-Chat feedback for that period. Currently, I have to export all chat details for the Agent in order to gain this information.

    9 votes
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  7. 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 →
  8. Be able to set a global agent greeting for all agents

    I would like to be able to set a global agent greeting for all my agents instead of having them customize their greeting message

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
  9. Auto populate more fields to Zendesk

    Except for name, email and phone, the Company field would also be helpful. We may also need to populate more fields to Zendesk.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  10. Change settings for warning message to auto end chat

    I would like to be able to change the settings for when the auto end chat warning message is sent.

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
  11. 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

    8 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  12. 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.

    7 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  13. 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.

    7 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  14. pre-selected rating

    Rather than starting with no rating (no stars), allow us (the users) to set the rating to 5-star. Why? It assumes that the item in question is good and that an unsatisfied guest will deduct a star if he/she feels it's merited. Simply a different way to come at the situation, a way that leans toward giving the benefit of the doubt.

    3 votes
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    0 comments  ·  Live Chat  ·  Admin →
  15. Have you considered adding the ability to have video/voice chat with real-time transcription and translation to help support staff?

    Have you considered adding the ability to have video/voice chat with real-time transcription and translation to help support staff?

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  16. Make reporting data available at agent level via API

    Chats Offered
    Chats Started
    Chats Missed

    NPS should also be available per agent and department levels.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  17. ability to record audio and video calls

    ability to record audio and video calls for tracking and audit purposes.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  18. 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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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  19. 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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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  20. 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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    0 comments  ·  Live Chat  ·  Admin →
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