Possibility to open the chat window to pop up from within CRM on the case entity so that other users can troubleshoot together and then save the conversation in a specific activity related to the case1 vote
Would be good if there can be logic and conditions to qualify the engagement like a bot. After going through the qualifying criteria or steps, then in the final step it can be delegated to a chat agent. It is useful for us as we have SALES and SUPPORT as major topics and then based on the systems or product categories, the chat has to be diverted to a product specialist or support specialist.1 vote
Hi, thank you for posting an idea!
This sounds like a good idea. This will presented to our team and we will let you know if further information is needed.
make an agent available or not available based on their presence in teams or skype for business. Automating this would greatly improve usability.1 vote
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