Feature requests

Customers want to be able to adjust the ' AI Answer' text in their instagram and facebook channel. At the moment it only shows ' AI answer' at the end of the message. It now looks like it's a name so their customers respond with ' Hi AI answer'

Would be great if we could translate conversations in Watermelon. Especially when you need to take over a live chat, this is interesting.

Now, when you are logged in as a Support agent, you don't see the All inbox, not the general nor the team all inbox. You cannot take over conversations from other Support Agents. It is helpful to know what other colleagues have said so you can learn from each others conversations.

Currently, a user is not notified when a call is specifically assigned to them. This is a bottleneck, as when assigned, it is important that the conversation is picked up as quickly as possible. To improve efficiency and response time, it's essential that users receive an instant notification as soon as a call is assigned to them. This can be done, for example, via a pop-up notification in the system, an email notification or a push message — depending on the environment used and the user's preference. By adding this, we ensure that assigned calls don't go unnoticed and user engagement is increased, which improves overall service quality.

You want the AI agent to receive more detailed feedback than just a thumbs down. This would help the agent to improve further. With CHATGPT: When you give a thumbs down on an answer, the agent might ask you to provide more context about why you made that choice. You could indicate that the answer is factually incorrect, that you don't like the style, or that the instructions were not fully followed (see photo). This type of detailed feedback would enable the AI agent to better understand exactly what went wrong, and would ultimately improve the agent's strength and effectiveness.

Archive a conversation after processing: When an employee has completed a call and assigned it to themselves, you would prefer to archive the conversation immediately. This keeps the inbox clean and organized. No chatbot response to ongoing conversation: Is the customer responding to a call that has already been assigned to an employee (but has already been archived by a user)? Then the AI agent may not respond. The assignment to the employee remains active, so that communication remains personal. Automatic chatbot response after inactivity: Has there been no response from the customer to the assigned call for more than 7 days? Then the AI agent can respond to new messages from the customer. The conversation will then be treated as a new request again.

You want to define which AI Agent(s) a support user can access within the Conversations dashboard. For example: a support user should be able to review and take over conversations from the commercial AI Agent, but not from the internal HR Agent. Access should be configurable both per user and per role (e.g. support, admin). This ensures sensitive conversations stay protected and only the right people have visibility. This feature enables scalable and secure access control, especially in setups with multiple teams or departments.

I would like to receive notifications for social media responses.

When you now have similar names, they all show the same in the Agent profile

Would be nice to see Website Activity in Statistics.