Feedback for Comm100

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  1. tick box leave chat after transfer ticked by default

    Would it be possible to have the tick box leave chat after transfer ticked by default as there is no scenario in the case of transferring a chat where we can see this would need to be unticked. The box is widely used by most staff when transferring a chat so would be better to be ticked by default.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →

    Thanks for your voice. Not sure if you noticed, our system will remember your last choice of “Leave chat after transfer” option. So next time, when you transfer a visitor, you don’t need to do it again.

  2. Temporary/Variable licensing for agents

    We need the ability to easily move licenses between staff. For example, we require 3 staff to work on eChat on any given day out of an inventory of 9 staff. We want to be able to move staff between active/inactive without having to delete their license and add a new person - we also can't just rename staff as it adjusts the history in transcripts. Our goal is to be able to change permissions either in the application or within our active directory which we could link to the application.

    6 votes
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    declined  ·  1 comment  ·  Live Chat  ·  Admin →
  3. Allow bulk messaging via SMS integration

    Number of customers have inquired and requested this.

    1 vote
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    declined  ·  1 comment  ·  Live Chat  ·  Admin →
  4. Update auto-allocation per agent level NOT universal

    Currently, if you have one agent in two departments and change the auto-allocation settings for department A to NOT to accept chats - they carry over to department B - should not be the case.

    1 vote
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    declined  ·  0 comments  ·  Live Chat  ·  Admin →
  5. 3 votes
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    declined  ·  0 comments  ·  Live Chat  ·  Admin →
  6. New report to show who's using their Comm100 account

    'Last seen' report.
    We would like to be able to send an email stating 'You've not used your Comm100 account X months and unless we hear from you by Y your account will be deactivated. At the moment we are sending heads of departments lists of their agent asking them to confirm if all account are needed with limited to no response.

    This reports must include logging into the dash board areas as some of our managers will never go into the agents console but will use the dashboard for reports.

    3 votes
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    declined  ·  0 comments  ·  Live Chat  ·  Admin →
  7. Email Transcript to have ADF Format option

    Being able to send a chat transcript via email in a ADF format. ADF format allows for a lot of integration with Automotive dealerships systems and CRM programs, to allow for follow-up.

    1 vote
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    declined  ·  1 comment  ·  Ticket  ·  Admin →
  8. Ability to transition license from 1 agent to replacement agent

    Agents leave the department and get replaced with another person. Need to be able to use the same license for the new person, yet retain the history of chats under the previous agent's name. Apparently, at the current time, either you delete agent who is leaving & add new agent (but lose the history of the leaving agent). OR you update the profile of existing agent so that it has the info of the new agent (now the history from the leaving agent shows up as history for the new agent). Need to be able to keep the history for…

    1 vote
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    declined  ·  1 comment  ·  Live Chat  ·  Admin →
  9. Trends report

    A report customer can run to sort by specific customer name or account name to identify trends or high volume customers.

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
    declined  ·  Lolly responded

    Hi Tony,

    This request does not have the same direction with our product roadmap.

  10. Different avatar for different campaigns

    Customer would want to have an option to update the avatar for different campaigns depending on the website.

    1 vote
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    declined  ·  1 comment  ·  Live Chat  ·  Admin →
  11. We would like there to be an option to allow the ability to change “email from” when our CSRs requests a transcripts be sent to a customer.

    When our Customer Service Reps send a transcript to a customer from the Comm100 Live Chat Agent Console, the email address the transcript is sent from displays as livechat@comm100.com in the transcript email.

    So If the customer was to reply to the transcript email with an additional questions, the question email is being sent to livechat@comm100.com. There is currently no way for us to change the email address. Can this function be allowed for the SMTP server on the Shared environment package?

    7 votes
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    declined  ·  2 comments  ·  Live Chat  ·  Admin →
  12. there is canned mesaage limitation.we pay for chat program ,how lititations be possible.Fix it please.... Absolutely bullshit

    there is canned mesaage limitation.we pay for chat program ,how lititations be possible.Fix it please.... Absolutely bullshit

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
    declined  ·  Lolly responded

    Hi Can,

    We don’t have limitation on number of canned messages and canned message categories. You can add as many as they want.

    But we do have character limitation for a single Canned Message, the limitation is:
    Title field: 128 characters
    Message field: 2048 characters
    Shortcuts field: 128 characters

    Also, a single Live Chat Message has 2048 characters limitation too. Live Chat is used for real time online chatting. A long message is difficult for visitors to read on Chat Window. To provide a better ux, we have this limitation since our first version. Currently we don’t have any plan to modify it.

    For long messages, we suggest you write a KB article about that and send the article link in the Live Chat Message.

    Best,

  13. Calculate chat wait time from when customer is at 'waiting for agent' screen instead of when they've selected 'Start Chatting'

    Currently customer wait time is calculate from when customer has selected the 'start chatting' button. Depending on their connection and Comm100's time to establish the chat, this results in incorrect wait time and agent response times. Agents are only made aware of a pending chat when the customer reaches the 'waiting for agent' screen so there are 2-5 second dependencies in terms of agent response times.

    It would be useful to have both:
    - the wait time between customer selecting 'starting chatting' and them reaching the 'waiting for agent' screen. This would provide an idea of average customer connection and…

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
    declined  ·  Lolly responded

    Dear Chris,

    Thank you for you feedback, you are quite observable to find out this detail.

    We have confirmed with our development team that the Start Chatting time and the Waiting For Agent time are the same. The reason sometimes they look different is that our Agent Console check visitor side periodically. So when the visitors click start chat, the agents will get the request when next time Agent Console queries visitor side.

    The setting is to ensure the chat server performance, if you think this is not convenient for you, you can refer to the KB below to accept chat requests automatically.

    https://www.comm100.com/livechat/knowledgebase/how-to-accept-chat-requests-automatically.html

  14. Ticket number in the subject field

    Add the ticket number in the subject field. So we can include
    "To help track this query, we have generated a Ticket Id (T59649). Please keep it on the subject line."

    1 vote
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    0 comments  ·  Ticket  ·  Admin →
    declined  ·  Lolly responded

    Thank you for the feedback.

    If a client sends an email to support team and gets a reply email with Ticket ID added in the email subject, the two emails will not be showed in the same conversation, because email subjects are different. So we remove this feature from our Ticket system to ensure end clients have a smooth experience.

    Best.

  15. Display name enhancements when transferring agents within the agent console/dashboard

    Within Comm100’s agent console and dashboard can agents first and surnames be displayed in particular when transferring and in the agents tab (online / offline).

    1 vote
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    declined  ·  1 comment  ·  Live Chat  ·  Admin →
  16. Managing visitors in a queue setting

    Have a setting for Admins to define time in minutes that if a visitor has waited in the queue for X number of minutes, automatically redirect them to offline message form or custom URL -- defined in Offline Messages setting.

    1 vote
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    declined  ·  1 comment  ·  Live Chat  ·  Admin →
  17. Allow multiple agents to join an agent chat on console

    In the console where agents can message another agent directly, allow multiple agents to join to work together on solutions.

    3 votes
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    declined  ·  1 comment  ·  Live Chat  ·  Admin →
  18. Schedule deletion of chat transcripts/logs

    ​Customer only wants to retain transcripts/logs for 'x' amount of time. Therefore would like the functionality to delete. ​

    1 vote
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    declined  ·  1 comment  ·  Live Chat  ·  Admin →
  19. Allow for chat ratings to be publicized as a point of differentiation with a "Verified by Comm100" sticker for client-centric firms.

    Allow for chat ratings to be publicized as a point of differentiation with a "Verified by Comm100" sticker for client-centric firms.

    1 vote
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    declined  ·  0 comments  ·  Live Chat  ·  Admin →
  20. Allow the ability to export/import Campaigns

    For customers with two separate sites & environments (QA vs Prod). They'd like to test in QA and export the tested/passed QA campaign to be included in Prod.

    1 vote
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    declined  ·  0 comments  ·  Live Chat  ·  Admin →
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