Feature Requests

When closing a text thread note this is something that is required in order to close the text thread. It would be nice to have this be a configuration setting we would have access to in order to turn on or off this requirement. This would speed up our agent's ability to perform the tasks that are needed when notes are not something we look at.

When attempting to search for a text interaction on text dashboard, search only shows open texts. If filter is set to search "All" it should possibly include closed interactions as well. This enhancement will encompass a few specific enhancements around the TEXT Search function: Search will: * not be case specific * search by - Member/Customer Name, phone number, Agent Name, Queue, * these searches should all be applied to any filters be applied as well.

When you ask the chatbot to chat with someone, it gives a suggested phrase of "I can't wait!". When you click on this it kicks the chat back to the bot rather than in queue for an agent. I'd like to request that the button text be revised to read "Cancel" instead.

Currently when a member is booked in-lobby from Concierge, this triggers a timer that tracks how long the member has been waiting since the booking was submitted. Currently this timer does not reset once an agent accepts and initiates the call. This has occasionally led to inflated call times which misrepresent the agent's activity. Essentially, if the member waits for 10 minutes in the lobby, and then joins an agent for 2 minutes, the timer reflects total call time of 12 minutes, instead of 2. Our request is to ensure that the live call time would properly reflect the total time the member has been on a call with an agent once an agent has initiated the call.

I would love to see the time variables on wait time and time to completion separated for business hours and those received after hours. Since we are closed over the weekend and at night, it looks like our wait time is significantly longer than the actual live response times of our agents. It is important to know how quickly we respond when we are here, but the data is not accurate when it shows 50 hours from the weekend.

Request for functionality that would allow agents to shift-select or select all on a table of text threads and commit bulk actions such as "Mark as Read/Unread", "Add/Remove Watcher", etc.

We've recently seen improvements in each month's maintenance release notifications, but would like to suggest the following: - Getting the Release Notes at least a week ahead of time, if not earlier gives our team the opportunity to plan ahead in case of modifications to the UI or mechanics of the platform. Please let us know if this would be a possibility. Thanks!

We had a client use the old ability to toggle on/off who has answered surveys to followup with those who did not. Since that feature has been removed, we could enhance this feature to be a more streamlined process which may help other clients do the same. We should add a tab on the Survey Reports page that displays the information of interactions where the survey was not submitted. That way FIs can use that page to followup with any interactions that do not have a submitted survey without needing to compare multiple lists.

the ability to have the Chatbot be translated into Spanish. I'm not sure if this would be more easily accomplished by adding the ability to read a second intent list that is completely translated to Spanish, or if we can somehow use the existing translation tool

Occasionally agents will review chat history in a live thread. While scrolling through the conversation, the scroll bar position will reset if any new texts are received, or the "user is typing" status occurs in-thread. Request is to research if there's a way to prevent the thread from refreshing while an agent is actively scrolling through the thread, or at least prevent this from happening during the "user is typing" status. This would allow staff to more easily review the conversation history during live dialogue with our members.