Steven Hampson

Thanks for adding this feature, it is something that we've waited for for a long time! I think there is still some development required before it is a truly useful feature. 

• As others have noted, it would be better to select who the note appears to be from (e.g. an admin account). 
• It doesn't show that a trigger fired in the events history - that makes troubleshooting difficult. 
• It would be great to have more text formatting options or allow HTML formatted text. 
• Only being able to have one note per update is an unusual limitation. 

All of these things can be done with a webhook, and that's what we have been doing. But since this can result in race events etc. and is not recommended, I hope we'll be able to see further development to allow a really flexible native function. 

Thanks!! 

Steven. 

Hi there, 

There is no way to use visitor page or URL in Messaging triggers. This was possible in the legacy Chat triggers. We would like to have our widget on different pages, and tag the conversation based on the page the visitor is on, and then have a different bot flows based on this. 

Please could you allow us to use these as conditions within the Messaging triggers - it would open a lot more possibilities for workflows. 

Thanks! 

Steven. 

Hi there, 

There doesn't seem to be any way for the AI Agent to ‘start with an answer’ if the user has already had a previous chat. 

We do not want to activate the multi-conversation feature at this time, but would like the bot to return to the start, after a conversation has ended and the ticket is closed. 

Currently, the user sees the previous conversation (which we want) but they are no longer presented the initial options, causing them to just type a question and not see the starting options. 

I feel that, if we set the AI Agent to ‘start with an answer’, and the user has already raised a ticket, when the ticket status becomes closed, the bot should start with an answer all over again, so they get the initial greeting and beginning options again. 

Note: proactive messages does this, but we are finding this is driving an increase in volume. We don't want to prompt the user to click on the widget, but want them to have the first message, if they click on it unprompted. 

It would also be nice if there was a time limit after which it resets, if the user clicked through some options but did not request to speak to an agent. 

Thanks, 

Steven. 

Adding my vote for this - we also really need this feature. We have recently migrated to Messaging, and are not including inactive chats towards an agent's capacity but it means that during busy times agents are getting a call the second that a Messaging ticket becomes inactive. This leads to a bad experience for the agent and end user (if they return to the conversation). Wrap up time would at least allow agents to send a message and/or finish dealing with the ticket before a call comes in. Thanks! 

Could we have an option to allow agents some wrap up time, when a messaging conversation becomes inactive, before their capacity is released? 

We are currently not counting inactive conversations towards agent's capacity. But we are finding that even though I have focus mode enabled, agents can get routed a phone call the second a conversation becomes inactive. If the end user returns to a conversation just a few seconds / minutes later, the agent is then engaged on a call. This impacts on our customer experience, and SLAs. 

It would be better to allow some ‘wrap up’ time similar to how calls work, before the agent is eligible for routing again, so that they can mark a ticket as tentatively solved or add updates. 

Thanks! 

Hi there, 

Does anyone know if it is possible to change the text for a URL in the Send Message or Present Options steps? Like I want to to just show ‘click here’ for example. I can add a button on the Send Message step but I just want a small line e.g. ‘read our privacy policy here’… and I can't add a button on the Present Options step. 

Many thanks, 

Steven. 

Can we have an attribute for Time Session Ended? I don't see any value in adding the End Session feature if we are not able to report on it, or use it in calculated metrics. Thanks! 

Hi there, 

I would like to request the ability to have agents make calls on a 2nd line, and to be able to return to the caller on line 1 etc. 

Our use case is: we have end users calling, which often requires our agents to then make a call to a vendor, who then put our agent on hold in turn. 

We would like agents to be able to switch back to the end user to say ‘I’m still here, if you could continue to hold' or to give progress updates, so they know they are still being attended to. Then go back to the vendor call for further updates. 

We do not want to transfer the call, and we do not want to do a 3-way consultation call. Currently, the only option is to do a ‘consult before transfer’ but then we can't go back to the end user until the vendor call is ended and sometimes the end user hangs up before then. 

Being able to have a simultaneous call on ‘line 2’ would really enhance our CX. 

Thanks, 

Steven. 

Hi there, 

I have the same question, because we are seeing the same behaviour. We are not able to use external_id as most of our customers will not exist in our instance so we need to use the email. But when a customer does exist, it creates a duplicate, even without using the ‘email_verified = true’. 

Was there a solution for this, or do I need to raise a support ticket? 

Thanks, 

Steven.