Feedback for Comm100

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  1. Add a label field to pre-chat survey

    Please add a label field to the pre-chat survey so further text can be displayed in addition to the greeting message. This also allow users to change the order of the fields.

    3 votes
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    1 comment  ·  Live Chat  ·  Admin →
  2. Post-chat survey comments to be available in one place / report

    It's inefficient to open every transcript to view post chat comments, can this be displayed along side the rating?

    3 votes
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    planned  ·  1 comment  ·  Live Chat  ·  Admin →
  3. Copy message that has been written in typing area after customer leaves the chat

    In Comm100 Agent Console, when a customer leaves the conversation, instead of removing what the agents have typed in typing area, agents can still copy or save somehow what was written but not sent before end of chat?

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  4. would like to request for the 1st response time to be start count even member send out in picture

    would like to request for the 1st response time to be start count even member send out in picture

    1 vote
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  5. want the admin can manage chats in the monitor mode , i need immediate

    want the admin can manage chats in the monitor mode , i need immediate

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

    Thanks for the feedback.

    I have some question about the feedback. What does the “Monitor Mode” here mean? Does it mean the “Visitor List” or “Monitoring a specific Chat”?

    And what exactly is the “Manage Chats”? Assign the chats to specific agents?

    Looking forward to your reply

  6. Report by campaign choice for Efficiency and Conversion reports

    Report by campaign choice for Efficiency and Conversion reports

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

    You can set three Conversion Actions for each campaign and check the Conversion report by Conversion Actions. An example:
    1. Create a Custom Variable with Name: Visitor Campaign ID, Type: Text, and Value: window.getCookies(‘C_cId’)||undefined
    2. Create a Conversion Action with Type: Custom Variable, Condition: Visitor Campaign ID is [Your Campaign ID]

    And for the Efficiency campaign, will an agent have different efficiency in chats that from different campaigns?

  7. Select all the contents in the canned message search box every time you activate it

    When searching in the agent console's canned message tab, we must remove the content in it manually before searching again.

    1 vote
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  8. Improve the setting efficiency of conditions, etc

    They have a text field in pre-chat window and will set up routing rules and visitor segments based on the entered info in the text field. There are over 100 items that will trigger the rule. Currently, they have to create over 100 conditions like the sample below

    1 vote
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  9. Allow attachments for Canned Messages

    I would like the user and agent to have the functionality of attaching an image or a file to a canned message.

    14 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  10. Allow translation popups to occur by visitors IP or browser locale

    Currently translation popups occur when the user first types in a message. I would like to allow the translation popup to occur by detecting the visitors IP address [location] or the browser locale.

    11 votes
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  11. Request page report broken down into campaign

    Hi, it'll be really helpful to know what 'request page' was for each campaign. We can manually do this how we have three campaigns on our 'contact us' page

    3 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  12. Add API to send a message for a chat with given id in a custom Agent Console Extension.

    As in the description. For now it's only possible to send a message to the currently opened chat.
    The current Agent Console Extensions API can be found here https://github.com/Comm100/agent-console-extension-sample/blob/master/doc/agent-console-api.md.

    3 votes
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  13. How many times a chat button is clicked

    A customer is looking to know how many times a chat button is clicked. I would like this to be available via an API, if Reporting is not possible.

    4 votes
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    1 comment  ·  Live Chat  ·  Admin →
    planned  ·  Lolly responded

    we can add support for using Google Analytics to record the chat button click event

  14. Being able to create proactive chat based on IP addresses

    We are running some very big campaigns targeting just a few hundred large companies. If one of those companies (IP address) hit our website, I would like to be able to initiate a chat that says something like “Welcome to our website. Rob Is your dedicated account representative, would you like to chat with him?”

    I know we capture IP addresses, but would need the ability to create a proactive chat associated with a specific IP address.

    1 vote
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  15. Online Time

    There is no way to determine a total number hours my agents were online in any given time period, once their account has closed. I would like to be able to look back a month and determine the total number hours we were online. Once someone's account is closed, I can still find their chat in History, but their online time vanishes.

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  16. Reminder setting/notification for password will change

    Under password policy, add a setting for a notification for agents. A reminder email that their password will expire in 15 days.

    1 vote
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  17. Notification for Chat needs first response

    Comm100 should have notification to agent like colour or sign notification to let agent know which chat is first response chat and which chat is ongoing chat. At this time , the chat need first response also show unresponsive time , same as ongoing chat. If agent has multiple newly accepted chats, they will be confused and cant notice which chat is ongoing unresponsive time and newly accepted chat unresponsive time.

    And the short key to switch chat also did not go to the chat with long waiting time , it only goes from top to bottom. If agents have…

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  18. 7 votes
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    under review  ·  1 comment  ·  Live Chat  ·  Admin →
  19. Edit the Agents on Cell Phone

    Currrently, we cannot edit the agent details on the phone, only on computer. The editing boxes don't work when we click them.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  20. 1 vote
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    under review  ·  1 comment  ·  Live Chat  ·  Admin →
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