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  1. Access report showing all agents and their access status. Need this type of report for our internal security auditing.

    Need a report showing all agents and their access status (active/inactive) for security auditing. Currently have to screenshot My Agents because no downloadable report exists.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  2. Check your NPS rating

    I would like my agents to be able to view their own NPS rating in the post chat survey

    1 vote
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  3. Allow to change the format and content of transcript and offline message

    Allow admins to change the format, subject, and context of transcripts and offline messages under Campaigns.

    1 vote
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  4. Allow for auto-scrolling to be disabled

    By default, the chat software scrolls the window all the way to the bottom when the agent is typing to the client. A client may wish to scroll up to review something an agent said previously, but if the agent sends a new message, it forces the client back down to the bottom. This also happens if the agent is typing a message - the client's window scrolls down automatically every 1-2 seconds if they scroll up while the agent is in the middle of typing a message. Instead of the client using the time she is waiting for the…

    1 vote
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  5. Agent Report Card

    An Agent report card that provides their rating of all chats in a determined time period as well as the Post-Chat feedback for that period. Currently, I have to export all chat details for the Agent in order to gain this information.

    4 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  6. Manually invitations takes up to 50 seconds to show to he visitors

    make manual invitations appears faster on visitors , sometimes it takes up to 50 seconds, and sometimes visitors are no longer on site. they should appear instantly like other chat services

    22 votes
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  7. Ban list select all.

    Impossible to delete one by one, an option like select all delete is absolutely necessary in an urgent way.

    2 votes
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    under review  ·  1 comment  ·  Ticket  ·  Admin →
  8. never ending chat

    there should be a never ending chat, like tidio chat, where users can see past chat sessions, and if you hit the close button, it should just minimize the chat not end it.

    21 votes
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  9. Having an export button that transfers to a excel spreadsheet

    It would be very beneficial to the universities staff to have a button to export agents into an excel spreadsheet. This helps us with audits and comparisons. It would make things a lot simpler as at the moment we are having to copy and paste which the site doesn't really allow for an easy copy and paste process.

    3 votes
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    0 comments  ·  Ticket  ·  Admin →
  10. Export bot to xlsx or pdf

    For now we can export bot to xml. But it's not easy to read and review. I hope we can export bot to more readable style like xlsx or pdf so that it can be read by people.

    1 vote
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    0 comments  ·  Bot  ·  Admin →
  11. Trigger a bot intent from other APP

    In other Apps, e.g., a link in an article, if it can be used to open a live chat window and directly trigger a bot intent.

    It will be easier to lead visitors to what they need.

    1 vote
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    0 comments  ·  Bot  ·  Admin →
  12. Add report for bot intents usage rate

    If we can provide how often which intent are triggered, what intents are mostly used, that may be useful.

    1 vote
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    0 comments  ·  Bot  ·  Admin →
  13. Queue notification on transfer window - agent know if the department transfering to has a queue or not

    If a department has a big queue an agent can decide to give out the departments contact details rather than queue with the visitor waiting for the transfer.

    3 votes
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    0 comments  ·  Live Chat  ·  Admin →
  14. Forms

    It would be very beneficial to have an option to create forms like PCI forms but that don't need to be secure. For example, if you are needing to get a lot of information from a customer (phone number, address, birthdate, etc.) the form would make it a lot easier to obtain this information instead of having to type each one out and wait for a response. A form option would be much cleaner and more efficient.

    5 votes
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    0 comments  ·  Live Chat  ·  Admin →
  15. I hope I can add a Chinese installation package.

    I hope that the software can support the Chinese version.

    6 votes
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    1 comment  ·  Live Chat  ·  Admin →
  16. Queue closes but guest is still in it. Guest should get a message and kicked to the offline option.

    It's currently possible for agents to exit and not clear out the queue. In the unfortunate event that it happens, the guest could stay in for far too long.

    Give admins the options to 1) customize a message along the line of :c
    hat is now closed" and 2) kick the guest out or to the knowledge base or the contact us page, whichever.

    Thx for considering this.

    2 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  17. iOS updated app with better UI and Emojis and send files

    the iOS app loads really slow, and there is no emojis and also there is no file sharing option.

    18 votes
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    0 comments  ·  Live Chat  ·  Admin →
  18. Insert anchor tags with Agent Console

    Allow the agent console api to add html elements, such as <a href ="somesite.com" id="for-triggering-events-on-client-system">Activate Promo code!</a>
    This would allow developers to easier trigger events on their system.

    3 votes
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  19. Add a Button/Customer URL Link to Invitations

    Having a button/link to other pages would help to better promote/inform customers through use of the invitation - especially for special offers

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  20. Make statistics visible for knowledgebase articles

    Make statistics visible for knowledgebase articles (such as number of visits) or otherwise setup a report for this information. Other stats, particularly number of times a visitor clicked into a knowledgebase article from within/pre a chat would be really helpful in evaluating if the knowledgebase reduced agent workload.

    4 votes
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