These are some additional features and functionality that I would like to see with regards to the Messages application.
- Team member management page (dashboard) seeing available members and their status (on-line, off-line)
- Ability to reassign chats in real-time to other on-line team members.
- Ability to assign users to specific team members to specific website pages, like support staff to our site’s customer support pages only, our Sales guys to all our product pages
- A timer function such that if someone starts chatting, but no one responds within X number of minutes, they either rerouted or a pop-up offers an opportunity to submit their request electronically, we an promise of timely response.
- Mobile chat and management functionality so we don’t have to be tied just to our desks. We’re too mobile of an organization.