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TrevorKillick

Planned Features

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The following is a none exhaustive list of features we have planned for the Live Chat Application:

  1. Support for Multiple Teams and Routing of a Chat Sessions.
  2. Chat History for end users in SelfService.
  3. Email Chat Transcript to the customer on completion of the session.
  4. Improve visibility of new Sessions and messages within the Client using visual and audible notifications..
  5. Ability to Cancel / Delete unwanted Sessions. - Available from build 23
  6. End Chat button in SelfService for better UX. - Available from build 23
  7. The ability for a co-worker to initiate a real-time-chat via email invite to a customer.
  8. The ability to embed our chat client into any web page not just our selfservice.
  9. Show Agent against the list of chat sessions. - Available from build 23

We will endeavor to keep this list updated and check off new features as they become available and add to the list any ideas from our customers.

Kind Regards

Trevor Killick

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Is there the option coming to have multiple teams use the livechat at the same time, and have the ability for the customer to pre-choose which team they require?

For context - we have a multi department build in Service Manager, and therefore have completely separate workstreams our customers may need to speak to our teams about.

Thanks

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Agree as above, the ability to have different teams using the live chat function at the same time would really improve the service we provide.

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Working within a multi-team structure the ability to have different teams using the live chat function at the same time would be a big benefit. Any development in this area would be highly encouraged by us.

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Agree with the above... in addition the ability to add additional questions/responses at the start of a live chat which could then possibility be used to route a chat would be really useful.

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Are there any planned enhancements to the Live Chat facility within Service Manager in the near future? As you can see from the posts above we are very keen to start using it but in it's current basic format it does not meet our Business needs.

 

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@Mike Hibbitt

What kind of features regarding Service Manager are you looking to be included in live chat?

The next feature on the priority list is going to be Support for Multiple Teams, as soon as we have an update regarding this feature a post will go up on the forum. 

Kind Regards

Trevor Killick

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18 hours ago, TrevorKillick said:

@Mike Hibbitt

What kind of features regarding Service Manager are you looking to be included in live chat?

The next feature on the priority list is going to be Support for Multiple Teams, as soon as we have an update regarding this feature a post will go up on the forum. 

Kind Regards

Trevor Killick

Trevor,

Mike and I are from the same org, and we are looking to support multiple teams within the live chat.

We imagine this would be a multiple choice at the first level to choose which team you wished to speak to, and then the live chat directing to analysts from those teams for the chat?

Lauren

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Hi @lokent

The finer details are yet to be ironed out, we are talking about this internally today in a effort to get development underway ASAP. There will need to be some form of triage at initial contact which would then route the chat session to the required team yes. We will keep this thread updated with further clarification as and when its available. 

Kind Regards

Trevor Killick 

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Thanks Trevor, we look forward to hearing more!

Lauren

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