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We are trialling live chat at our organisation and would like the same functionality. Is this coming soon given this was raised a year or so ago? The live chat function is very basic in its current format. Also having the ability to categorise the live chat interactions would be very helpful from a service management perspective so we can analyse the types of requests coming through live chat that do not require a formalised request to be raised although that might be something we have to do in lieu of having this feature. 

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