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RDunphy
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Member since ‎Dec 30, 2020
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Rachel Dunphy

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Activity

lauraalbr on April 08, 2020
Report on Time of the Day for incoming chats / conversation sessions
We are trying to report on at what time our customers/leads are writing us on the live chat to adapt the availabilities of our staff. While it is possible to run this report manually (the export will tell you the time in the 'create date', not read more
Reply Idea Conversations
59 upvotes
14 Replies
RDunphy
Participant
October 05, 2021
I agree this was a very useful report to have in intercom. It seems a very basic report to not have.
williamwright on February 21, 2020
Issue Tagging on Conversations
When a customer service agent handles a conversation from email, message or chat it would be nice to assign an issue category, so an agent can flag the conversation as: shipping issue, or missing account information. So within dashboards dire read more
Reply Idea Conversations
222 upvotes
65 Replies
RDunphy
Participant
May 24, 2021
Would really love this feature! We don't use ticketing as the vast majority of our customer queries are resolved within the live chat in 5 minutes so...read more
CPSCB on August 10, 2020
Sort Conversations Inbox List by Date
Use case: To better enable collaboration and facilitate different workflows across inboxes, we need to sort the list of Conversations sometimes by newest first (to guage any reactions to recent changes) and other times by oldest first (to ensu read more
Reply Idea Conversations
51 upvotes
9 Replies
RDunphy
Participant
April 07, 2021
Is there any intention of taking this a step further and allowing us to sort by the latest activity on the conversation rather than just the initial...read more
hayesnelson on June 27, 2017
Use workflow to trigger a sequence
I'd like to be able to use a hubspot workflow to enroll (and trigger) a contact into a sequence in the CRM. I'd like to execute a sequence we've built in our HubSpot CRM when a contact property changes. eg; when contact property is set to 'X' read more
Reply Idea Sequences Workflows
774 upvotes
262 Replies
RDunphy
Participant
March 02, 2021
This is really needed it would make automation for our teams so much easier.
KeeganSmith87 on February 11, 2020
Chatflow doubles as knowledge base search only
Something that HelpScout offers that makes a lot of sense it having a contact form on the knowledge base (which we already have) and then having the "chat" function search as a knowledge base search only. So the case here is the following: 1 read more
Reply Idea Contacts & Companies Conversations
13 upvotes
3 Replies
RDunphy
Participant
February 11, 2021
Similar to the above It would be great if you were able to enable the knowledge base seearch when you open chat but also if they go to chat that they...read more
mandlerm on March 15, 2019
Paste into chat
Pasting a screenshot into the chat window is a huge way of how we help our customers. I'd really love to see that ability added. Attaching a file or linking to a document adds unnecessary steps that make it harder for our support team to provide t read more
Reply Idea Conversations
31 upvotes
18 Replies
RDunphy
Participant
January 28, 2021
We really would like to be able to use copy and paste in the inbox chat. The current process of saving images and attaching them to responses is taki...read more
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