Feedback for Comm100

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  1. Remove the ability for guests to send images

    In the past guests weren't able to send images unless we enabled that specific feature. Now images are able to be sent at any point in time (even if the option to send a file is unchecked, someone can still copy/paste an image). We have seen an issue with guests sending sensitive information via an image, and no way to prevent it. Or even to remove the image once the chat is done. Please allow us to decide if guests are allowed to send an image, or have the ability to delete or decline images.

    122 votes
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    2 comments  ·  Live Chat  ·  Admin →
  2. Dark theme would be better.

    With this light theme, night shifts become a torture. Theme options should be added.

    20 votes
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    3 comments  ·  Live Chat  ·  Admin →
  3. 聊天窗口重要建议

    建议客户发来的图片,不需要再浏览器打开,可以直接点击查看,跟直接复制。重要建议希望采纳,相信会有更多客户选择你们的。

    13 votes
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    1 comment  ·  Bot  ·  Admin →
  4. 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.

    5 votes
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    0 comments  ·  Live Chat  ·  Admin →
  5. 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

    8 votes
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    0 comments  ·  Live Chat  ·  Admin →
  6. Filters: Add "is" or "exactly" conditions for filter setting Receiving Email

    Should be able to make an exact match to the parameters given or select from the Email addresses set up on the account.

    Currently, "contains"/"not contains" is the only option for Receiving Email, and I believe it uses fuzzy matching, which means we're getting some misdirected tickets based on the current filters.

    1 vote
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    0 comments  ·  Ticket  ·  Admin →
  7. 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.

    3 votes
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    0 comments  ·  Live Chat  ·  Admin →
  8. 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!

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  9. 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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    0 comments  ·  Live Chat  ·  Admin →
  10. In the ticketing system, if we want to hide the user email ID from our Agents for security purpose, Can we do so?

    In the ticketing system, if we want to hide the user email ID from our Agents for security purpose, Can we do so?

    3 votes
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    0 comments  ·  Ticket  ·  Admin →
  11. Merge window resizeable, as well as columns

    The window can’t resize. The columns can’t resize. The ID column shows only 2 characters and the time column only shows the date, not the time. The search box doesn’t say that it requires complete words, as searching for cat does not return customer Cathy or customer email cathy@....

    3 votes
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    0 comments  ·  Ticket  ·  Admin →
  12. 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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    0 comments  ·  Live Chat  ·  Admin →
  13. 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.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  14. Sortable custom fields

    Would like to be able to move a newer custom field to sit above an older one. Similar sorting functionality would be useful for the entire Info pane.

    1 vote
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    0 comments  ·  Ticket  ·  Admin →
  15. 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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    0 comments  ·  Live Chat  ·  Admin →
  16. 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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    0 comments  ·  Live Chat  ·  Admin →
  17. Add sms tab to the mobile app

    I'm using Comm100 with a twilio phone number to provide customer support via sms, and that's working great- but we're semi tied to the desktop since mobile app just supports livechat right now.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  18. 3 votes
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    0 comments  ·  Live Chat  ·  Admin →
  19. Have a dynamic info for first name only for canned messages.

    Have a dynamic info for first name only for canned messages.

    1 vote
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  20. Tickets to route to specified agents

    I would like tickets coming from certain emails to only be visible to the certain agents instead of all agents.

    2 votes
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    0 comments  ·  Ticket  ·  Admin →
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