Feedback for Comm100

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  1. 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 →
  2. 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 →
  3. WHISPER FUNCTION

    Be able to "whisper" to your agent, as an admin the possibility should be there to monitor a conversation, and write text in the same chatwindow as the agent + client are. But this text should be only visible for the agent (in a lighter color for example, so they know they are 'whispered'to), to give tips to give better answers etc

    4 votes
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    working on it  ·  0 comments  ·  Live Chat  ·  Admin →
  4. '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 →
  5. 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 →
  6. 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 →
  7. 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 →
  8. 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 →
  9. 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.

    3 votes
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    0 comments  ·  Live Chat  ·  Admin →
  10. Allow agent chat on app

    There should be the ability to have chats between agents even when on the phone app.

    3 votes
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    0 comments  ·  Social  ·  Admin →
  11. 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 →
  12. 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 →
  13. 2 votes
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    under review  ·  0 comments  ·  Bot  ·  Admin →
  14. 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 →
  15. Adding different viewing options for chat history.

    I would like to make it possible to add different viewing options to Facebook chat.

    Instead of simply using the history on the right hand side, I want the option to view previous chat in the same chat window, like a continuous conversation.

    Also the ability to send attachments to the visitor.

    1 vote
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    0 comments  ·  Social  ·  Admin →
  16. 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 →
  17. 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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    on the backlog  ·  3 comments  ·  Live Chat  ·  Admin →
  18. 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 →
  19. Ability to customize status for social live chat

    Currently you have the following:

    New
    Pending Internal
    Pending External
    On Hold
    Closed

    I would like the ability to add my own so that I can organize my chats better.

    1 vote
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    0 comments  ·  Social  ·  Admin →
  20. 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 →
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