Feedback for Comm100

If a customer chooses to get emailed their chat transcript, they will get it emailed by livechat@comm100.com If they later reply, the support team will not see it. Our suggestion is for a warning message to be present, informing the customer that it is a no-reply email.

Hi Team! I would like agents to be able to see who is viewing a conversation while they are handling it. In the past, there used to be an eye icon at the top right corner showing how many people were viewing the conversation. We could see the number of viewers in real time. If this feature still exists, I would appreciate it if you could let me know. If it has been removed, I kindly request that it be considered for future development. Best regards.

On the ticket platform, I want to create a new view for incoming messages. I want all messages that come in with an attachment to be included in that view.

Currently, the Auto Follow Up email is sent to all recipients on the email thread, including To, Cc and Bcc. We prefer sending the Auto Follow Up to the requester only. We don't want the other contacts in the conversation to receive the follow up.

we can not edit the ticket to colleague by volume as before?

Option to print out a ticket

Unfortunately the forward function is not visible anymore (since the latest update). we cannot forward any emails with attachements to another person / department anymore, we need to change the recipient manually and the attachment is not forwarded in this case. Please insert the forward function in order to forward emails + attachments!

The list of tickets should have a view with columns, so operator can get to know a lot of each tickets without the need of entering into each one. These would ease the selection of tickets, and the monitoring of operator's work. As it was before, when we were able to customize this view.

The webhooks feature is useful, but we cannot integrate this with Slack in its current form because of the way Comm100 sends the payload to the webhook address. I've discussed this with Slack who have confirmed that the data they're receiving is not in an acceptable format for them. Comm100 techs, please see the guidelines here -> https://api.slack.com/incoming-webhooks#advanced_message_formatting I've also tested the Zapier integrtation. It is 'OK', but there aren't as many options with Zapier than there is with webhooks. For example, you cannot send a Zap when an agent changes status.

Impossible to delete one by one, an option like select all delete is absolutely necessary in an urgent way.