Automatically assign new chats with the "Unassigned" status to the first available agent at the start of business hours

The option to automatically assign new chats with the "Unassigned" status to the first available agent at the start of business hours. Currently, as an administrator, I have to assign them manually, and there are days when I'm not working and the chats remain unassigned.

Internal chat for agents

This would be a new feature that allows the agents of a same account to have conversation with each other (internal chat). This way, agents can chat with each other without consuming Whatsapp API conversations or using internal notes or other channels.

Reassign conversation when an agent doesn't manage it before X minutes

When a conversation is assigned to an agent (this mostly apply for the first time the conversation get assigned and the conversation is new), if the first assigned agent doesn't manage it before X minutes, then the conversation is assigned to the first available agent (same as when reassigning the conversations from a new message > agent is offline > reassignment is on)

Alert for unreplied chats after certain time

It would be a nice feature to have for those teams which after certain time of a chat (assigned or unassigned) has a pending message that is unread or unanswered, the platform can send an alert to the team so that some else can reply to the customer. It can be an alert or also the option to automatically reassign the chat to another available agent.

Bot Analytics

To add basic analytics to the new bot flow builder.

Agent Assignation Logs

Hi guys! How are you? 🌻 Based on the use cases of the clients that work with reassignments (there are a lot of them). I was wondering if it is possible to have the history of assignments within a chat. Or at least the last agent that had been assigned to the conversation because when a chat is reassigned, it is difficult to know which was the previous agent that attended the customer because he spent a lot of time talking with the last agent. 🙈 This would make the platform more friendly for sure 💖 I share it here as a question if it would be possible have any time or it would be a complicated feature 🙌

WhatsApp calls recording

To be able to record calls performed in Callbell

PIX KEY - Copy button

Create a quick message template by inserting a variable (pix key) with a button to copy it (pix key)...

Automation closing chat trigger

To trigger an automation as soon as the agent closes a conversation in the chat module

Atribuição sem histórico de mensagem

Para nossa empresa, seria ideal a implementação de um modelo em que, ao atribuir uma conversa a um setor específico (Restricted Chat Agent), o usuário desse setor não tenha acesso às conversas anteriores de outros usuários (Chat Agent ou Admin). No nosso caso, contamos com atendimentos realizados por diferentes profissionais, como nutricionistas, médicos e psicólogos. Dessa forma, é fundamental que esses profissionais não tenham acesso às conversas de atendentes ou administradores, onde constam informações sensíveis, como dados de pagamento, agendas de outros profissionais e outras informações restritas ao setor administrativo.

Be able to identify contacts by tag at the start of the bot

It is easier for customers to identify the label term easily. It also helps a lot to identify a special treatment to a segment of customers who have a certain label.

Be able to choose team inbox for "Distribute unassigned conversations"

This feauture would be very helpfull for client who works with different trays or/and bot

Transferencia de chats

Es indispensable que los agentes puedan transferir chats de manera masiva, actualmente tienen la función de transferir chats de un agente a otro pero los transfiere todos; la idea es que si por ejemplo un agente tiene 200 chats pueda elegir unos 100 o unos 50 chats y poder transferir a otro agente solo los mensajes que elijan ya que si estoy atendiendo 100 chats y quiero repartirlos esos chats con otro compañero no se puede.

Sending messages via Public API to the Webchat channel

Webchat channels can send messages via our public API (currently possible with WhatsApp, but not Webchat)

Metrics - Add a filter of "Funnel" on "Most Recent Messages" o Metabase

Or be able to join info of tags + funnel on the link of Metabase we already have There was some customers asking for this because this could help to know more info about the status and category. For example a lead who is un funnel "interested" and have tag "product B", "high quality lead".

Borrar y editar mensajes de WhatsApp después de enviarlos

Necesito borrar y editar mensajes de WhatsApp después de enviarlos

Poder almacenar stickers nuevos

Poder tener la opción de que los stickers creados o cargados desde la plataforma queden almacenados para seguirlos utilizando, ayudaría a aquellos clientes que desean usar sus stickers personalizados para sus empresas. Gracias!

Sort conversations by the most recent message (sent or received).

Roles: Set granular access to settings

For custom roles, allow giving granular access to settings, such as billing, api, tags, templates, etc

Posibilidad de filtrar y ver cantidad de contactos bloqueados

Poder tener la opción de ver, tal vez a través del modulo de contactos, aquellos contactos que hayan sido bloqueados por el cliente a través de la plataforma, parecido a como se puede ver actualmente desde Whastapp.