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  1. Allow removal of IP address records from interface and chat transcripts

    Give admins the option to remove IP records from chat transcripts and their interface.

    1 vote
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  2. Joining ongoing chats that belong to a different department

    Customer wants to be able to join other chats that belong to a different department. According to him, ‘If that agent is occupied with something and cannot even reply to the chat, he cannot transfer it either, and the other agents cannot jump in to help out either unless they are in the same department.’
    Would it be possible to have a new permission like 'Join ongoing chats that belong to different department'?

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  3. Chat wrap up can be included in email transcripts but there is an hour limit, request a filed to set that limit to higher than an hour

    Chat wrap up can be included in email transcripts (this was added to the core product after we had requested and paid for a custom feature be built). However, it was built with an hour limit. If wrap up isn't completed within an hour, the transcript is sent without the wrap up and if the wrap up is completed afterwards there is no way to update the email that is sent. Those emails go to our records department to process and wrap up info will trigger different tasks to be created in our systems so the wrap up is crucial.…

    3 votes
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    0 comments  ·  Live Chat  ·  Admin →
  4. Making a change to client information during a livechat

    Feature request for JHA:

    The ability where a user can go in and make a change beneficiary change (change address, close account, add death certificate) during a chat. Search the relevant information by clicking a button and pulling up that information during the chat so the change can be made.

    Is this something that needs to be customized? Or can you trigger automation's that sends you to a knowledge-base.

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

    What CRM system is JHA using? Comm100 Live Chat does not have CRM features, but we have integrations with some popular CRM system like Salesforce. Agents can modify the visitor’s info during a chat.

  5. Add Canned messages and URLs from within Visitor monitor

    It is currently required to login at online portal to manage canned messages and urls. It would be great if we can add canned messages and urls right from within the client area.

    19 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  6. 'Manage My Profle' permission to be off as default

    Just wondering by default the ‘Manage My Profile’ is on (ticked), is it possible to default it off as the customer has couple hundred user accounts we need to untick.

    4 votes
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    1 comment  ·  Live Chat  ·  Admin →
  7. 1 vote
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    planned  ·  1 comment  ·  Live Chat  ·  Admin →
  8. Let us customize the fields in our exported transcripts/reports

    When reading an individual transcript, I can see the customer's OS and browser, but when I export them in bulk to Excel I cannot see that information. Likewise, I have some fields that I do not use and that I tend to remove from my reports. I'd like to be able to customize the data I export so I can see more of what's useful to me and less of what isn't.

    In particular, seeing the OS and browser (even if it's not 100% accurate) could be a huge help in pinpointing the source of tech and UX issues.

    5 votes
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    0 comments  ·  Live Chat  ·  Admin →
  9. Canned Messages, title and text, exportable

    Only Admins can view the title and text of Public Canned Messages (PCMs) when not chatting. Non-Admins can only view the PCMs during a chat. For new chat agents, the ability to see PCMs would be an easy way to familiarize themselves with said messages, before "the heat is on".

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
  10. 'Department' Dynamic Info to be available in canned messages

    We would like to insert 'department' as a dynamic info in a canned response

    You have been transferred to <DEPARTMENT>. I’m just reviewing your previous discussion with my colleague so I am up to date with your query, please note there may be a little delay while I catch up…

    3 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  11. Customize the PCI Secure Form

    Would like to have options for day and month instead of month and year for the PCI Secure form

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
  12. Notification in the (web) Agent Console when a connection is lost

    When an internet connection is lost, it is sometimes needed to manually re-login to the Livechat Agent Console in order to continue using it. Notification/alert/message would be really helpful in such case. Perhaps with a button/link to re-login/re-connect.

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
  13. Mobile app for analytics

    An admin/management app that accesses live chat real-time reports and analytics. It would allow admins to easily access key reports wherever and whenever they want without having to be at a computer.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  14. export form data/safe non PCI form

    I understand that in some specific (credit card) cases you need the form data to be automatically deleted.

    But we need to send many forms to clients and need to safe it and make sure it never gets lost as these are full hot leads.

    So I would like a form that actually will go automatically to searchable received forms and be able to export/email the received data to our clients.

    3 votes
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    0 comments  ·  Live Chat  ·  Admin →
  15. Hide secure form label

    Customer would like to hide the label of the secure form and instead just show the choices.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  16. request to count the 1st response before customer login and after .

    for example when member login without sign , after they sign in the 1st response only counted after the login.

    1 vote
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    1 comment  ·  Live Chat  ·  Admin →
    need more feedback  ·  Lolly responded

    Thanks for feedback.

    But I am afraid I don’t quite understand the request. Would you please be more specific about the scenarios?

    Best,

  17. Change default language setting

    We would like to change the system messages under language settings and make them standard (default) across all of our campaigns.

    3 votes
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    has workaround  ·  4 comments  ·  Live Chat  ·  Admin →
  18. Show chat transcript after chat

    When the post-chat survey appears, I'd like it if my customers could still see the transcript of their chat. Currently, if my agent ends a chat, the dialogue disappears and the customer cannot see anything that was written until after they fill out the post-chat survey. Since this behavior is not intuitive, some customers think the transcript is simply gone.

    In order to achieve this without it being visually ugly, perhaps the customer could scroll back up to see their chat, or could have a button to view their chat transcript before submitting their feedback.

    1 vote
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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.

    16 votes
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    planned  ·  3 comments  ·  Live Chat  ·  Admin →
  20. Request Page field in chat api

    1. Request page field doesn't exist in chat api response. I need this field in chat response to integrate in our CRM. Plz implement this field on urgent basis.
    2. How to integrate offline query in to our CRM.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
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