Feedback for Comm100

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  1. 1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  2. Add VIEW only permission for Canned Messages

    Various enterprise customers have requested this - their agents can "ONLY" view the CMs NOT edit.

    1 vote
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  3. Group the chats in queue

    Right now when our chats sit in queue they show up individually on the left hand side of the admin. When there are 10+ chats in queue you sometimes have to scroll to see the one that has been in queue the longest. I’m wondering if there is a way to group all the chats in queue together?

    1 vote
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  4. Integration with Salesforce Knowledge

    For customers who heavily rely on Salesforce are also utilizing their Knowledge Base component. Makes sense to ensure there is a seamless integration between Live Chat and Salesforce's Knowledge Base piece.

    1 vote
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    has workaround  ·  1 comment  ·  Live Chat  ·  Admin →
  5. Round robin - ability to have a time limit

    If a user tried chatting and the auto allocation that's set is round robin, and the chat was assigned to the agent and have their status set to online, but wasn't actually available, after a certain amount of time it reassigns it to another available agent.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  6. Disabling the link feature.

    We should be able to disable receiving links from our visitors. In nature of our business, we do not need any links or screenshots from our customers. They keep constantly sending virus links to our supports. So, even if they will be able to send some link, the link should be scan first or block if it looks suspicius. Like ending with .qrr / .qg

    Thanks!

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  7. Date and time stamps

    date and time stamps on the chat per the image attached.
    date would be fine to leave out

    1 vote
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    1 comment  ·  Live Chat  ·  Admin →
  8. 1 vote
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  9. Voice Message through Live chat

    We suggest to have a voice message feature, which enables the customer to record a voice message and receive a reply with voice message too, in addition to the normal live chat, similar to the concept of Whats app and Facebook Messenger applications... this feature will empower the customer to send his inquiry comfortably and will complete the chat in much lower duration.

    1 vote
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    1 comment  ·  Live Chat  ·  Admin →
    under review  ·  Lolly responded

    We are not going to have this feature in the near future.

    For Agents, It takes time to listen to the voice messages, which reduces the efficiency. If we add the voice message feature, the voice-to-text feature is also needed.

    For Visitor, the speech input becomes more powerful, which can be a replacement of voice message if they don’t want to type.

    Thanks.

  10. Routing order/Hunt Group

    It would be handy to be able to setup routing order per campaign in case preferred agent or department is offline or nor respond within XX seconds.

    Example:
    1: Chat comes in for Department or campaign X
    2: Assigned department is not responding to call or offline
    3: call goes to next rule which can be another agent or department or all
    4: etc.

    This way can set preferred departments for campaigns and if they not there or to busy going to next preferred etc.

    10 votes
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    0 comments  ·  Live Chat  ·  Admin →
  11. Enable Agent Provisioning for simplified SSO management

    The way the current SSO setup solution works a user needs to be created in Comm100 first. To simplify Agent life cycle management Provisioning and De-provisioning of a Agents incl attributes like queue should come from the Identity Provider.

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  12. I want to call back the message

    I want to call back the message

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  13. Canvas LMS Integration

    Some clients are interested in integrating sites built upon the Canvas LMS with Comm100.

    The current workaround is to use some custom JS to add our chat button to the site via Canvas' somewhat limited custom code features.

    The integration could include first class support for adding the chat button code to certain pages rather than all or none, as well as the ability to set up and manage Comm100 within Canvas without using custom code.

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  14. Monitor on Mobile app

    Please allow monitoring on the Mobile app and agent to agent chat.
    Also in the agents overview should see that other agent is on mobile.

    4 votes
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    1 comment  ·  Live Chat  ·  Admin →
  15. 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.

    39 votes
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    on the backlog  ·  3 comments  ·  Live Chat  ·  Admin →
  16. Update getChats API

    Include the following:

    • Country/Region (needed)
    • City/State (nice to have)
    • Operator ID (currently operators are only identified by name/string)
    • Department ID (currently operators are only identified by name/string)
    • Campaign ID (currently operators are only identified by name/string)
    • Visitor Segment (we don't need this, but FiveTran requested)
    • Source (we don't need this, but FiveTran requested)
    • Transfer Log (we don't need this, but FiveTran requested)

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  17. 1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  18. Allow agent to remain logged in on mobile while using desktop / web app

    Logging in on website while at my computer desk will force log me out of the mobile app. Problem is, if I dont remember to log back in on my mobile app, I miss chats. We need a way to always stay logged in on mobile. But maybe MUTE notifications on mobile if we are logged in elsewhere

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
  19. Route chat to next agent B if agent A does not respond within X amount of time

    Requesting an enhancement so a chat can be forwarded to the next agent if an agent doesn’t respond within X amount of time in the chat.

    22 votes
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    planned  ·  3 comments  ·  Live Chat  ·  Admin →
  20. insert a clickable phone number into a chat session

    Want to be able to link a phone number via chat, similar to how html offer sms: and tel: links that can be clicked to start a message or phone call on mobile devices.

    3 votes
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    planned  ·  1 comment  ·  Live Chat  ·  Admin →
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