Feature requests

You want to give end-users the option to delete the conversation from the chat widget.

When viewing a conversation in any channel and scrolling up to review previous messages, Watermelon currently scrolls down automatically when a new message comes in at a different conversations. This behavior should only apply to the active conversation your are scrolling in.

The option for the customer to download or create a summary of the chat.

Currently it is showing both the first and last name. You want to be able to hide the last name in the chat widget.

If a customer posts several messages one after the other, the bot responds to the questions one by one. This often leads to odd responses from the bot or the bot responding twice. See screenshots. What I think should actually happen is: Customer asks a question. Bot tries to formulate an answer. If the answer is ready, post it only if the customer hasn't posted anything else in the meantime. If the customer has posted something else, forget the answer you've already formulated and combine both of the customer's questions into one message and answer that. This is also how it used to work when you, as a human, were chatting with a customer. You're in the middle of drafting a response but in the meantime, the customer asks something else or extra. Then you would always adjust your answer accordingly.

As a user i want to start a conversation on Whatsapp.

You want to be able to see this in Watermelon in Contacts that someone accepted the privacy screen terms, this will be seen on contact level under Audit trial.

Ask the user in the end of the conversation, if the conversation was useful. They can then upvote an downvote. If they downvote there should be the option to provide more detailed feedback. There should then be an analysis in the dashboard how many people upvoted and downvoted and there should be an option to also read the feedback.

We would like to see the average pick up time calculated without including the time we were out of office.

It would be helpful if we could see if the customer has read a chat message in the website widget. This could be in the form of "checks" next to the message.