Chat - Supervisor Dashboard • Channel.me

New app to communicate better with our customers

Issue We emailed customers who didn't needed to be emailed. Which was a mistake. But we also hear customers says that we need to communicate more. Solution To solve this problem we want to have a separate app (Click on screenshot to see a new icon on the bottom left). Companies can control: Who…

Feedback (0)

More Usable Quick Responses With Many Options

Issue Having many quick responses makes it less useable. Status There are several options we're currently investigating.

Feedback (2)

Agent Photo in Chat

The chat experience for the website visitor can be more personal. Especially with the rise of chatbots. We hear more often that visitors are asking questions like, are you a bot? To eliminate these questions and make it more personal we can add a photo that the visitor will see on top of their chat…

Feedback (4)

Emojis in Live Chat

Emojis can be powerfull and also misinterpreted, for example: Perfunctory: How are you? Friendly: How are you? 😊 Creepy: How are you? 😉 Overly intimate: How are you? 😛 With the right guidelines we believe it makes it more personal so want to add Emojis in our Live Chat. Have you thought about how…

January 2021 Feedback (1)

Immediately Connect to Support Agent

We want to introduce another way in which chats can be initiated by customers. In some situations it is better to immediately to connect to a support agent, before the customer types a question. When the customers want to ask a question, they don't have to formulate a question first, before trying…

Feedback (5)

New Chat Status App

Issue Supervisors can't see exactly how many contact center agens are logged in, how many are active chats do they handle etc Solution New app that show live how many active chats are there per agent and per group.

October 2020 Feedback (0)

Saved Searches In Chat History

Issue Having to do the same steps over and over again in the Chat History app. The Idea Create a search that you think you will want to use again, you can save it. Search on keywords, NPS rating, topics or groups.

September 2020 Feedback (0)

Chat History API

An API that will supports the following types of chats: Closed chats Missed chats https://channel.me/page/598834/chat-history-api

August 2020 Feedback (0)

Move Chat History to Separate App

When supervisors, marketeers , and managers want to view the chat history they currently have to access via the chat system. Unfortunately, this means that when they open chat they become an available agent on the chat system and start to receive chat requests. For high-traffic websites, this can…