cloudchat - Feature Request

For Supervisor access, the option to send campaigns will be released. That would be the only difference, but it would be important for larger clients who make high use of campaigns.

The CSAT is currently just numbers from 1 to 5, with no description. It has already been reported by the C2S client that there was a human error by the user when entering 1 because they did not know what each note represented. Suggestions: Add a description (if possible) as in the attached image Use emojis (no description in this case) 😍 🙂 😐 😞 😠

Currently, when the single conversation setting is disabled, each new customer message after resolution generates a new ticket. When the option is activated, the conversation continues to flow, keeping the history centralized. We would like to be able to keep the conversation single (continuous flow, without multiple tickets), but still send the CSAT survey when the ticket is solved.

On the “conversations” screen, create an option for service queues, where we will see queue totalizers that could be filtered by agent or team. On this screen we could see key indicators such as: Number of customers in line (they haven't started the service yet) Maximum time in line Average time in line Number of customers in service (already assigned to an agent) Average number of tickets per agent This view on this screen is important to facilitate the manager's view without the need to follow up on a report, making it possible to view the status of your operation in real time. This queue view could be available only to the Admin user.

To allow the selection of attributes by team, for companies with several different teams and different personalized attributes, the ideal would be for each team to view only the attributes that are configured for that team. When creating/editing the custom attribute, define which team or teams should view that attribute.

Currently after 24 hours it is not possible to send messages on Instagram, similar to what happens on WhatsApp. As verified with Matheus, it is possible but requires the development of the feuture, the back or front-end, and this feature is being requested by Linus, since Instagram together with WhatsApp are the main communication channels with clients

Just as the number of tickets is shown in the tabs: “mine”, “not assigned” and “all”, this numerical view could continue to be shown when the filters are applied.

Allow the blocking of the sending of CSAT in certain calls, such as spam. Right now, there's no option to filter which interactions receive the survey or don't. Request made: https://cloudhumans.unthread.io/dashboard/inbox/me/conversations/a3451ae7-65f7-4917-9fee-c04f9e53a13a

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.

My suggestion is the possibility of having the autonomy to reorganize the order of the conversation attributes and contacts used as needed.