Feature Requests

As an admin of Hoory account I need an apportunity to start (trigger) the AI assistants on my website using different possibilities (user is on a page for 30 sec, user clicked one of the N button, user filled only 1 input field, user scrolled 50% of page). These triggers must be available to set up because other features of AI assistant are unnecessary if we can't start the flow. Our back-end part can track the user behaviour by itself and trigger the Hoory to open-up and show the correct AI assistant. But to start the AI assistant flow, we need to skip the user's choice of "Start Conversation". Assistant must start right after back-end trigger the pop-up. Please, add trigger-part from your side or let us skip the "Start Conversation" button to trigger Conversation with AI assistant by ourselves.

Chat bot window and error messages are not translated into the selected language. You can see the translations attached. Please translate. https://docs.google.com/spreadsheets/d/1zsEdi-RjppP8ubNB12i2lyu4fmg44BaQ2uVzc4LC1ME/edit#gid=0

Hoory's omnichannel platform aims at letting you manage your customer interactions from a single dashboard. This means you can handle your Twitter interactions along with other customer communications seamlessly, without switching tabs from Hoory. NOTE: Twitter integration has been temporarily discontinued as a result of modifications made by Twitter to its APIs. This includes limitations on the number of requests raised per minute, plus substantial pricing changes.

The platform provides options to set operating hours using a 24-hour format. However, this setup can be limiting for businesses with non-traditional working hours, particularly those extending past midnight. For example, if a business operates from 9:00 AM to 2:00 AM (the next day), the system may encounter errors when attempting to set closing hours beyond midnight. To address this limitation, we propose the implementation of a custom business hours setting feature. This feature would enable users to define their operating hours more flexibly, including options for extended hours that span into the next day. This enhancement will enhance user experience and align more closely with the needs of businesses operating beyond traditional hours.

The partner requested the chat history from the start date till the end of this month.

As an admin user of the Hoory system at XYZ Company, I want to access and view a "Unattended conversations Report" to gain insights into the number of chats that were missed by our customer support agents. This functionality will help me identify potential gaps in our support coverage and take necessary actions to improve customer service. Acceptance Criteria: As an admin user, I should have a dedicated "Unattended conversations " section in the Hoory reports section. The report should provide data for a specified time period, allowing me to select a start date and an end date for the report. The report should display the total number of Unattended conversations during the specified time period prominently at the top. The system should provide a detailed breakdown of missed chats based on different time intervals (e.g., hourly, daily) within the selected date range. Each entry in the report should include the timestamp of the missed chat, the customer's details (if available), and the reason (if provided) for missing the chat. The report should be presented in a clear and organized format, such as a table, making it easy to interpret the data at a glance. The system should ensure that only admin users have access to the " Unattended conversations Report" section to maintain data confidentiality. The report should update dynamically, reflecting real-time data to provide the most up-to-date information to the admin user. Scenario: As an admin user, I log in to the Hoory admin panel and navigate to the "Unattended conversations " section. The system presents me with a form where I can select the desired date range for the report, such as the previous week. I enter the start date as seven days ago and the end date as today. After clicking on the "Generate Report" button, the Hoory system processes the data and displays the "Unattended conversations Report."

Introduce a new default conversation attribute for sentiment analysis, allowing messages to be marked as positive, negative, or neutral. This feature would enable agents to filter and prioritize conversations based on sentiment, improving customer satisfaction and response times.

Generate a cloud of untrained topics in the workspace, highlighting customer questions that are left unanswered. This feature would help workspace owners identify gaps in training data and prioritize topics for training, improving overall customer support.

Integrate IP2Country detection into Automations