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Features and widget mark-up bug


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Hi @TrevorKillick

The more I look at Live Chat the more I like it and I see more and more potential for this to become an important part of our servicedesk. None the less I do have some observations/questions. I hope the screenshots help explain what I mean.

  1. Is there a way for the Analyst to have the accepted and active chats as a multi-tabbed overlay within Service Manager? This would allow him/her to check on information/manuals/whatever while also staying in contact with the customer.
  2. I didn't notice any agentside notification on whenever a customer placed a chat message in an existing chat. How will this be signaled in the future?
  3. The portal Live Chat widget seems to not handle certain screen sizes very well. Buttons 'slide under' eachother really quickly.
    For example: https://i.imgur.com/fs1Yraq.png 
    Please note that the configured image is also not displayed.
  4. Specifying border radius and width seems to not be scaling well when zooming in/out. 
    For example: https://i.imgur.com/MEjPwsf.png
  5. Clicking on a Contact withing a live chat takes one to an invalid URL. (https://live.hornbill.com/*/profile/4048/buzz/ instead of https://live.hornbill.com/*/contacts/4048/)
    For example: https://i.imgur.com/ZIbLOT0.png
  6. Will there be an ability for the customer to rate the analyst based on x questions after a chat session?
  7. Will chat history be displayed in the under organisation/contact records the same way as as with request history? https://i.imgur.com/x8nEp5x.png
  8. Will we have the ability to customise the Closed message (layout of the box itself has been talked out in previous points): https://i.imgur.com/nkL6wEe.png
  9. Words in the chat are now cut off when they don't fit entirely. Will this be fixed in later versions?: https://i.imgur.com/WokZCwh.png
  10. Will there be options regarding canned responses that can be triggered by typing certain commands? For example /end could trigger "I hope this solves your problem, if you need any more help please don't hestitate to contact us! Have a nice day!" etc.
  11. Will analysts be able to easily link to certain documents/manuals during a chat which might come in handy during troubleshooting? When a step-by-step description manual is available in document manager an analyst should be able to link a customer to this document without having to go into Windows Explorer and send it as an attachment.

This is all I can come up with right now, more will come in the following days!



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Hi Alex

Thank you for finding the time to provide such detailed feedback i hope i have provide a satisfactory response to each of your points:

1) Not at the moment a we can take a look and see how easy this would be to provide such a mechanism in the future. 

2) When a message is posted to a chat session there are events in the client causing the UI to update but no notifications i am not sure how these would work as there would be no way to prevent notifications coming in if you were actively responding to the conversation. I will have a think about how we can improve visibility of updates to chat sessions you do not currently have open.

3) Both responsiveness of the Portal Widget and the missing Image are resolved in the next release. 

4) Same as 3.

5) Will take a look and get this fixed for the next release.

6) Not at the moment i was thinking about something like this the other day, its not currently something we had planned but its certainly something we can look at providing in the future. 

7) Not something we had planned but its certainly something we can look at providing in the future. 

8) This has been fixed in the next release.

9) This has been fixed in the next release. 

10) Nice idea we can take a look and see how easy this would be to provide such a mechanism in Nice idea we can take a look and see how easy this would be to provide such a mechanism in the future.  future. 

11) Nice idea we can take a look and see how easy this would be to provide such a mechanism in the future. 

If any of your suggestions get picked up we will updated our Planned Features list to include them. 

Kind Regards

Trevor Killick

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Hi @TrevorKillick,

Thanks for the update! Great to see how fast these things are taken care of!

  1. One more bug (I think?): Pressing the 'Fullscreen' button on the chat takes the customer to the 'Live Chat' tab but doesn't show the actual chat. The customer has to press 'Start Chat' again, after which only a bar with the chat title appears.
    1. https://i.imgur.com/yruYOng.png
    2. https://i.imgur.com/OPMJGet.png
    3. https://i.imgur.com/1H4bmnZ.png
  2. A Quality of Life thing: Would it be possible to have the chat profile pictures on the portal side to change sides based on which party placed the comment?
  3. Are there plans for possibilities for 'assigning' or 'transferring' an active chat session to another agent?
  4. Are there plans for a multi-team/multi-channel chat solution?
    Multi team: 1st line support team transfers chat to 2nd line support team or to sales chat team
    Multi channel: incorporation of Twitter, Facebook, Whatsapp (That's also a thing in the UK right?), etc.
  5. (edit after posting) Refreshing the page when having an active chat triggers a  'party has left the chat' message on both sides of the chat (so both analyst and customer). Can be confusing for end-users.



Edited by Alex8000
added point 5
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  • 2 weeks later...


I have a few suggestions regarding the chat.

1) Reporting functionality, regarding response time and resolve times.
2) SLA configuration options (if possible, per service).
3) When response time exceeds, a message/notification goes to the manager.
4) When a customer is waiting for a long period of time for an agent to respond, they now only get the message waiting to connect. It would be nice to have this change to a sort of busy message after a period of time.
5) Overview of agents logged into the chat client that are available to receive any incoming chats. This is useful for the manager to see availability.
6) Chats to be logged per service.



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