Great minds think alike

It is not possible to remove a Knowledge Gap in the Knowledge Gaps list in Customer Agent. Whenever I fix a gap, it should be possible to mark  as fixed or close in some way. Right now it is hard for me to have control over what is fixed and not, and I use a lot of time entering the same Knowledge Gaps I have allready fixed rather than just focusing on what needs to be fixed.  Can we get a "Marked as fixed" or "Close Knowledge Gap" function? Regards, Marte ...read more

Provide additional routing options for the Customer Agent to route to a ticket. This is currently limited to a hand-off only, which requires a user to be assigned to the live chat.   Who it's for: Service Hub users with access to the Customer Agent (currently in beta)   What problem it solves: Not every team has capacity to be available 24/7 for the AI Agent to hand-off the conversation to a live person, being able to create a ticket allows it to flow into existing processes/queues.   submitting on behalf of Patrick O'Keefe, reference ticket #19929723027 for additional details about the limitations. ...read more

Currently, only one customer agent can be created. This singular agent is the agent that is assigned across all connected channels. It would be great if we could create multiple different agent profiles. That way, we could further customize the agent for each connected channel.  ...read more

Nous utilisant l'agent breeze pour alimenter le chatbot de notre site par l'IA et permettre à nos clients de trouver leur réponse en autonomie.    Nous souhaiterions pouvoir avoir un second agent breeze, synchroniser avec une base de connaissance spécifique, qui serait dédié à une utilisation en interne par nos conseillers clients.  ...read more

In the customer AI agent, 5 trigger words/phrases is not enough, please allow us to have more than 5 triggers ...read more

Need the ability to create a lead while conducting a live chat in the conversations inbox.  Currently, we have to leave the chat to go to the contact screen and then create a lead from there.   Would be extremely helpful if a lead could be generated from the conversation inbox. ...read more

There are a huge number of scenarios where we could want to close a conversation in the Help Desk but not close the ticket. The prime example would be where we speak with a customer on chat but can't solve the problem there so need to follow-up by email.   We'd like to be able to close the chat conversation but keep the ticket open, so we can start a new email conversation with the customer when we've got the answers ...read more

Hello, I’d love to see the Customer Agent follow the same access rules as the Knowledge Base when it comes to Access Group-restricted content. Currently, if an article within an Access Group is synced, the AI can pull information from it for anyone who asks the right question, even if they shouldn’t have access. I want to dedicate a portion of our Knowledge Base to internal guides for staff, which will be hidden from customers behind an Access Group—this is a great feature! However, I’d also like staff to use the Customer Agent to find their answers, but in a way that ensures this information remains internal and not accessible to customers. Is it possible to implement this? Thank you. ...read more

Hi product devs,   It would be very useful to be able to use the AI live agent in a ruled-based chatflow. Example: We receive 4 main types of support, 3 of which can be handled very well with rules (ruled-based chatflow, AI not desired), and for the last one, it would be great to be handled by the AI live agent (AI live agent would be able to solve about 50% on its own) An easy way to achieve this would be to be able to assign the chat to the AI live agent (just as we can assign chats to our support team). And if the AI agent can't solve the issue, then the chat is assigned to a human agent. ...read more