Feature Request Summary:
We should be able to customize 2 main properties with the continuous conversations feature that at the moment unfortunately are not customiseable:
- Ability to customize the message customers receive in the Web Widget when Agents are not Online (Including the name and logo of the answer bot - or at the very least the name and logo should adjust to the current settings for the Answer Bot to keep the messaging experience consistent.)
- Ability to customize the appearance of the Email that is sent with continues conversations: Including adding hyperlinks to the Email (e.g. a Link to the website the Chat was conducted) and the text and topic
Currently it is not possible to customize the two things above, causing the continues conversations feature to interfere with our messaging experience. We already set up 'Offline Messages" within flow-builder and this feature adds another Offline message on top of it, without allowing us to customize what message is sent. Additionally the messaging experience is inconsistent visually, because the name of the Answer Bot and the Icon of Answer Bot do not adjust according to the settings for the other messages.
Customizing the Email sent to the customer is also highly important, because ideally we want to drag the customer back onto our site to chat with us. Without the ability to include a link to the site where the Web Widget was on, the experience for our customers is not fluid and consistent. And most customers will be inclined to answer via Email instead of being drawn back to the Messaging experience
Business impact of limitation or missing feature:
This is critical for our business as we strive to provide a consistent, clean and fluid messaging experience for our customers. We want to capture the customers across every interaction they make with us and re-engage them in conversations in order to facilitate customer satisfaction and loyalty, moving beyond the traditional Email format.
Continued conversations are a significant part of that, unfortunately it feels like the feature was forgotten about since it was introduced in March 2021. Which is something I do not understand as the impact and potential of the feature is significant: This feature at its core is a very good implementation to allow Messaging to be more than another way to "Submit a request", but rather a conversation with the customer.
All it needs is some additional property customization to bring it in line with Web Widget features introduced after it was created(icon and name of Answer Bot) and to allow a bit of customization in terms of the messages and emails that are sent to make it useable for a business case within a professional organisation.
Other necessary information or resources:
Please find attached the article about continuous conversations to reference which feature I am talking about:
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