cloudchat - Feature Request

Today, for the agent to manually assign themselves to a ticket, it is necessary to go to the unassigned tab and select a conversation. Insert a button where the agent can assign themselves manually without accessing the unassigned tab (removing the option to choose the conversation that will be assigned). The assignment must be automatic (e.g. always the oldest).

Update the conversation continuity template sent by e-mail translating into Portuguese, ensuring consistency with communications and better understanding by customers.

Today it is possible to send images only through an attachment in Cloud Chat. The suggestion is also that it be possible to add images to the text field

Today, CLAudia (service AI N1) has an Audit Hub that allows evaluating the quality of automatic responses, ensuring consistency, tone of voice, and adherence to good service practices. Since Cloud Chat is also used for human service (N2), it makes sense that there is an equivalent quality auditing/monitoring functionality for human agents, using the same logic as AI auditing, but applied to tickets solved manually. The idea is to allow CX, QA, and Support leaders to: Evaluate human care with clear criteria Standardize the quality of service Identify process, tone, or knowledge gaps Evolve the team based on data and structured feedback

Currently the user is unable to see the message times in the web widget chat

Today, every time a ticket is solved, the CSAT is submitted. It should be possible to tell which tickets the CSAT submission is sent on.

Sometimes we need to automatically send messages to customers when they're on WhatsApp, especially if no one can answer, say, at the end of a Sunday afternoon. This also helps when we're too busy with tasks and customers end up waiting a long time, or if we want to check with them after sending a message to see if they need anything else. Our goal is to make things easier by introducing a feature that sends an automatic follow-up message after a specified period. Our goal is to ensure that customers are not left with unmet needs, restart WhatsApp chats before the 24-hour window closes, and generally lend a hand when customers have waited too long.

One need that we noticed and this has greatly hampered our Follow-up with our clients is to have a way to send the message within the proactive conversation already created, currently when we try to do this through automations on n8n it creates a new conversation, and in the chat itself there is an option to send a template again to the customer. It's an urgent need for our clients because we've lost contact with a customer who doesn't respond.

🕓 Context: Today there is a limitation in the integration of Instagram via CloudChat: the maximum response period to the customer is 24 hours, according to the standard Meta policy. 💬 Situation: On the previous platform (Kustomer), there was a 7-day extension for human responses - allowing for a more flexible and continuous flow of service. With the expected increase in the volume of interactions during Black Friday, Zerezes fears operational impact and considers returning to Kustomer if there is no similar solution in CloudChat. Other accounts, such as Linus and Denavita, would also benefit from this improvement. Feature already available on competing platforms (ex: Kustomer). 📝 Meta Documentation: https://developers.facebook.com/docs/messenger-platform/instagram/ https://developers.facebook.com/docs/messenger-platform/send-messages#standard-messaging

Today, when the volume of data is very large or a very complex analysis needs to be done or a very large volume of filters added, the loading time is so good. The idea is that we optimize this so that the performance of our standard reports is much better.