Feature Requests

When you want to read the chats , they are shown from the end, if possible we would like to request to be shown from the beginning to be more comfortable for monitoring. Please see the video: https://drive.google.com/file/d/1C6oMboCpw2FAHsHkd711YsFgEuAJBDk1/view?usp=drive_link

Implement a feature to search or filter canned responses.

As a Hoory admin user, I want to view and analyze agent login times in the reports section, allowing me to track agent availability and identify patterns for better resource allocation and scheduling. Acceptance Criteria: As an admin user, I should be able to access the reports section within the Hoory platform. The reports section should include a dedicated section or tab specifically displaying agent login times. The agent login time report should provide a comprehensive overview of each agent's login activity, including the date, time, and duration of their login sessions. The report should present the agent login times in a tabular format, allowing me to sort, filter, and search for specific agents or time periods. The report should be customizable, allowing me to select specific date ranges or define custom time periods for generating the login time data. The report should include a summary or aggregate metrics, such as the average login time per agent or the total hours logged in by each agent. The report should also provide visual representations of the login time data, such as charts or graphs, to facilitate easier analysis and comparison between agents. I should be able to export the agent login time report in a commonly used format, such as CSV or PDF, for further analysis or sharing with stakeholders. The report should accurately reflect the agent login times, ensuring the data is reliable and up-to-date. The report should be easily accessible and navigable within the reports section, with clear labeling and intuitive user interface design. The agent login time report should be included in the standard reports available in the Hoory platform, ensuring it is readily available for analysis without requiring additional configurations or customizations. The data displayed in the report should be aligned with the respective time zone settings to accurately represent the agent login activity in their local time. The report should be consistently updated and reflect real-time data to provide the most current and relevant information regarding agent login times. The agent login time report should be compatible and responsive across various devices and screen sizes, allowing me to access and view the data from desktop computers, laptops, tablets, and mobile devices.

Choosing the Time filters "Lesser than" , "Greater Than" results some chats not being displayed.

In telegram inbox when agent resolves the conversation and client tries to contact with support again , the ticket will be reopened and assigned to the same agent even if he is not online. https://app-eu1.hoory.com/app/accounts/5/conversations/3086802

Make it possible to stop the AI Assistant (change the status from Pending to Open) and assign the conversation to the agent who has replied by just replying to the message. This setting might be optional and can be activated from the inbox's settings.

Description As a product user, QM team recognizes the importance of enhancing the user experience through the integration of specific functionality into the product or existing features and functionality improvement. Option 1 Adding new Inbox Name, that represents all incoming chats not depending on the language Ex. Add Vbet.AM _ALL, instead of Vbet.AM _HY, Vbet.AM _EN, Vbet.AM _RU etc. Option 2 Adding multiple selection functionality for "Inbox Name" filter Ex. Select Vbet.AM _HY + Vbet.AM _EN + Vbet.AM _RU etc. This feature is important for creating global issue reports as it allows us to review relevant skin chats across all supported languages for a specific period. The mentioned problem recording is attached Urgency

I would like to upload our favicon to the Help Center. Currently, Hoory's logo is displayed as a favicon.

Description As a product user, the QM team understands the value of improving the user experience by incorporating unique functionality into the product or improving current features and functionality. And make it unique and irreplaceable in the field. If the user wants to run some analytics and check rating (CSAT) of agents' chats , Hoory AI’s chats ratings are also included in the report. This blocks to have an exact picture of Customer support performance. So we suggest that the team add a part where the user may see AI ratings performance and Agents rating performance per inbox separately.

Description: The QM team requires the enhancement of the search function which can be done within Dashboard advanced search, to allow users to perform searches that return results specific to the chosen inbox. Currently, when a user selects an inbox and performs a search by word, results from all inboxes are shown. For example, selecting the Vbet.am inbox should display search results only for " Vbet.am " and not for other inboxes like " Vbet.com " or " Vbet.lat ". This improvement will enhance the user experience by providing more accurate and relevant search results. Acceptance Criteria: Inbox Selection Given that I have multiple inboxes, when I select a specific inbox, the system should recognize this selection for the subsequent search. Search Functionality Given that I have selected a specific inbox, when I enter a search term and initiate the search, the system should only return results from the selected inbox. Given that no specific inbox is selected, when I enter a search term and initiate the search, the system should return results from all inboxes. User Interface The search input field should be clearly visible and accessible within the selected inbox. The current selected inbox should be prominently displayed to confirm the search scope. Search Results Accuracy The search results should only include items from the selected inbox, ensuring no results from other inboxes are shown. If there are no matching results in the selected inbox, the system should display a "No results found" message specific to that inbox. Performance The search results should be displayed within a reasonable time frame, ensuring efficient performance. Error Handling If the search function encounters an error, an appropriate error message should be displayed, guiding the user to retry or check their search criteria. Usability The system should provide a clear option to change the selected inbox or to perform a global search across all inboxes if needed.