cloudchat - Feature Request

Previously, we recorded the contact with the ID and the company name along with the name, which made it much easier to identify the customer during the calls. For security reasons, this format had to be changed and today this information is only available in the contact details. Therefore, to consult the ID or company, we need to open the contact details on the side, making information that we use quite frequently less accessible on a daily basis. As a suggestion, it would be interesting if the ID and/or company could appear as a tag next to or below the contact's name, without having to be part of the registered name. In this way, we would maintain the necessary appropriateness in the registration, but we would regain the convenience of quickly viewing this information during service.

In the CloudChat conversation auditing area, there is no filter by period/date range: today it is necessary to combine “greater than” and “less than” to simulate an interval, or use a filter that covers the entire month. Request: a native “between” filter (start and end date in the same filter). It was also reported that the ordering of conversations mixes recent records with tickets from days ago, when correct chronological ordering by date/time is expected. Source: Unthread #19202 - Tree and #19395 - Nextfit: https://cloudhumans.unthread.io/dashboard/inbox/all/conversations/774bb5a5-5d8b-4282-9b34-16bbd8aac9db

Today, the satisfaction survey sent by WhatsApp uses the cloudchat_csat_survey model, and Cloud Chat only feeds two parameters: contact_name and ticket_id. The ticket_id is automatically filled in with the internal number of the conversation, with no configuration option. Operations that work with their own identifier - protocol, case number, order ID coming from the CRM - need to show that identifier to the customer, and not the internal Cloud Chat number. Since the model does not accept any other parameter name (renaming causes Meta to reject the trigger and the search stops coming out), there is no configuration path today. Request: allow you to point the CSAT template parameter to a custom conversation attribute (e.g., {{conversation.custom_attribute). <chave>}}), or at least make it configurable which field feeds the ticket_id.

Today, in the Flow interface (Controlled Flows), there is no way to automatically view or count the total number of Text-type Bubbles created within a flow. The only current alternative is to export the flow in JSON and use an external AI to count the blocks, which exposes sensitive credentials present in the export. Request: a native Bubbles counter per type within the Flow editor. Source: Unthread #19333 - Getrak: https://cloudhumans.unthread.io/dashboard/inbox/all/conversations/fdad3d96-c0f4-469f-b2f6-67eb7b6dd239

An automation for sending the first message (greeting the attendant when assigned) uses a control label (e.g., “greetings sent”) so as not to fire twice. When the Salesforce flow removes that label from the conversation for another reason, the automation triggers again and doubles the greeting. Request: make this type of automation more robust to external label removals (e.g., a control mechanism that does not rely solely on a removable tag through third-party integrations), avoiding duplication of messages. Source: Unthread #18944 - Cashew: https://cloudhumans.unthread.io/dashboard/inbox/all/conversations/ea69c726-e94e-4621-944a-7cc1382d1aa7

Customer asks if it is possible to export the shortcuts (quick answers) configured in V1 of CloudChat to V2, avoiding having to recreate everything manually after the migration. Source: Unthread #19786 - ch-bow-e-bolt: https://cloudhumans.unthread.io/dashboard/inbox/all/conversations/737f7b49-d885-44fc-ac57-8f2f11c502cc

During an instability in automatic assignment, the filtered screen of a queue incorrectly displayed 0 open conversations, when in fact the agents were busy with tickets from other queues. Request: an improvement to the queue management screen to show the actual occupancy of the agents (conversations open in all queues), avoiding this misleading reading. Source: Unthread #19485 - ch-shopee: https://cloudhumans.unthread.io/dashboard/inbox/all/conversations/733c2bd9-2570-4281-b9d6-82ac865c6b49

The client must maintain a team responsible for taking care of the AI with access to the Playground and the context of the conversations to test interactions, but this team should not need the full Administrator profile (which also includes user management, channels and contract data) nor be limited to the Agent/Supervisor (without access to Tags/Playground). Request: an intermediate profile with access to the Playground and the context of conversations, without other administrative powers. Source: Unthread #19416 - Getrak: https://cloudhumans.unthread.io/dashboard/inbox/all/conversations/4845ed3d-408d-4b08-ada1-3074e527dcb8

When configuring an automation, it is not possible to enter multiple company_id values in a single block (neither separated by a comma, nor by semicolons) — today it is necessary to create a separate “OR” block for each company_id, which is not feasible when there are many IDs. Request: support multiple company_ids in the same condition field/block. Source: Unthread #19515 - ch-c2s: https://cloudhumans.unthread.io/dashboard/inbox/all/conversations/10cbcf0e-efab-4ec3-b703-73ab51aab3ff

Customer asks for the possibility of embedding/connecting Gmail as an email channel in CloudChat, signaling that it is an essential resource for the operation. Source: Unthread #19245 - BR MED: https://cloudhumans.unthread.io/dashboard/inbox/all/conversations/bad985c7-7c96-42fe-86d5-1f5caf000ab9