Feedback for Comm100

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  1. 19 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  2. Top articles presented to customer before they search

    In knowledge base integrated with chat, can we automatically have the top articles presented to a customer before they search?

    16 votes
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  3. 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 →
  4. 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 →
  5. Make statistics visible for knowledgebase articles

    Make statistics visible for knowledgebase articles (such as number of visits) or otherwise setup a report for this information. Other stats, particularly number of times a visitor clicked into a knowledgebase article from within/pre a chat would be really helpful in evaluating if the knowledgebase reduced agent workload.

    10 votes
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  6. Trigger a bot intent from other APP

    In other Apps, e.g., a link in an article, if it can be used to open a live chat window and directly trigger a bot intent.

    It will be easier to lead visitors to what they need.

    1 vote
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    on the backlog  ·  0 comments  ·  Bot  ·  Admin →
  7. 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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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  8. Knowledge base no articles found message

    Can we customize the messaging presented to the customer if they don't find an article in knowledge base?

    7 votes
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  9. Increase max size canned message from 2048 to 5000

    Increase max size canned message from 2048 to 5000

    4 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  10. Show visitors attempted searches

    Allow admin to see visitor search terms when visitor searches the knowledgebase. This will allow admin to see new articles that are necessary and to improve/extend the knowledgebase over time in response to user needs.

    7 votes
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  11. LinkedIn for Social Media

    I would like to have LinkedIn Social chatting available as most of our customers/prospects are on Linkedin compared to FB or Twitter.

    1 vote
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    on the backlog  ·  0 comments  ·  Social  ·  Admin →
  12. helpful/unhelpful buttons for KB

    Thumbs up or thumbs down buttons when searching KB through chat

    4 votes
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  13. 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…

    12 votes
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  14. Light / Dark Theme Toggle

    We use chat during the day and into the evening hours. Having a toggle switch controlled by the operator to turn the chat theme from the standard bright theme to a dark theme would be great. This would only affect the operators theme and not the customer's chat box, although giving the customer the option of a dark/light chat box theme would be great as well for those customers who's browsers are using a dark theme.

    93 votes
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  15. 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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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  16. 3 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  17. 1 vote
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  18. 10 votes
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    on the backlog  ·  2 comments  ·  Live Chat  ·  Admin →
  19. Custom CSS for Chat Button and Invitation

    Currently, Custom CSS can only control the Chat Window part. It can be improved to support Chat Button and Invitation.

    12 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  20. Columns customization

    The list of tickets should have a view with columns, so operator can get to know a lot of each tickets without the need of entering into each one.
    These would ease the selection of tickets, and the monitoring of operator's work.
    As it was before, when we were able to customize this view.

    6 votes
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
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