Feature Requests

As a customer success team member/manager, I want to save filters on Hoory as necessary and name them, so that I can easily apply and reuse them without setting up the same filters repeatedly. Acceptance Criteria: I can save filters I create on Hoory. I can give each saved filter a custom name for easy identification. I can view and access my saved filters from a dedicated list or menu. I can publicize my saved filters, allowing other team members to access and apply them. I can assign filters to specific groups (e.g., customer success, sales, product) for shared use within departments. I can manage my saved filters (rename, modify, or delete them) through a filter management interface. Additional Considerations: Filters can be tagged or categorized for easy navigation. Permission levels may be implemented to control who can modify shared or group filters. Predefined filter templates are available for common use cases and can be customized and saved. Introducing the ability to save, name, and manage filters on Hoory would significantly enhance user efficiency, collaboration, and satisfaction. This feature saves time and boosts productivity by allowing users to access their most-used filters quickly, enabling teams to focus on critical tasks rather than repetitive setups. Making filters public or assigning them to specific groups fosters team collaboration, ensuring consistent workflows and improving data-driven decision-making across departments. Personalized filter management also tailors the platform to individual user needs, increasing engagement and retention. These capabilities help streamline user workflows, offer a more intuitive experience, and ultimately improve customer satisfaction, making Hoory more competitive in the market and supporting long-term growth.

Hello, we need this message that the A.I. sends when it receives an image to be translated into Portuguese, and in a way that it guides the client to send again when they are with the human agent: "Para agilizar o atendimento, envie o arquivo somente quando você estiver no atendimento responsável. Obrigado!"

As an admin user, I want to be able to set up a limit per agent, So that I can define the maximum number of total conversations an agent can be assigned at any given time. Acceptance Criteria Set Limit Functionality Given I am logged in as an admin, When I navigate to the agent Agent section Then I should see an option to set a limit on the number of conversations per agent. Input Validation Given I am setting the conversation limit for an agent, When I input a number, Then the system should validate the number to ensure it is a positive integer or i can increase or decrease the limit via the arrows Saving the Limit Given I have set a conversation limit for an agent, When I click the save or submit button, Then the system should save the limit and apply it immediately to the agent's account. Enforcement of Limit Given an agent has reached their assigned conversation limit, When a new conversation is initiated, Then the system should automatically route the conversation to another agent who has not reached their limit or queue the conversation if all agents are at capacity. Adjusting Limits Given I want to adjust the conversation limit for any agent, When I navigate to the agent’s profile, Then I should be able to modify the existing limit and save the new value, which should be applied immediately.

Please translate the CSAT options into Portuguese, in admin and customer view: Excelente Bom Médio Razoável Ruim Thanks

We are trying to promote add-on service for Ucraft and would like to add an additional block with title, description and button under the table of contents. This can be done by adding a custom HTML code. The block will increase the revenue of our product.

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.

A possibility to reply to a specific message in the chat.

It would be good if you could return the ability to see the current number of conversations (it used to be displayed here, screenshot). This will make it easier to monitor the workload and also reduce the chance of missing a new chat.

It's necessary to have a selection choice of filters for all sections of website. (Multifilter) and (multiselecting). So you can choose more than one option for your filters. For example in the agent’s report section you cannot filter an inbox (Multifilter), or more than one agent (multiselecting).

As a Hoory agent, I want the ability to pause the time spent on chats, ensuring accurate tracking of my availability and work hours, which should be reflected in the reports for accurate reporting and analysis. Acceptance Criteria: As a Hoory agent, I should have the option to pause the time tracking when I am temporarily unavailable or not actively engaged in a chat. The Hoory platform should provide a visible and easily accessible "Pause Time" button or feature within the agent interface. When I click on the "Pause Time" button, the time tracking for my current chat session should stop, and the system should record the paused duration separately. The paused time should not be included in the calculations for metrics such as response time or average handling time. The Hoory system should accurately account for the paused time, ensuring it is not considered as part of my active chat session or working hours. The reports section within Hoory should include a dedicated section or tab that displays the paused time for each agent. The agent-specific report should show the total paused time for each agent, providing visibility into the duration and frequency of pauses during chat sessions. The report should present the paused time in a tabular format, allowing administrators to sort, filter, and search for specific agents or time periods. The paused time should be clearly labeled and distinguishable from active chat session time in the reports. The paused time should be factored into metrics and calculations related to agent availability and productivity, such as total working hours or availability percentages. I should be able to Click on the "Unpause" button to resume the time tracking for your current chat session. Once the time is unpaused, the system will resume tracking the duration of your chat session and include it in the calculations for metrics such as response time or average handling time. The reports should provide visual representations of the paused time data, such as charts or graphs, to facilitate analysis and comparison between agents. The reports should accurately reflect the paused time data, ensuring the information is reliable and up-to-date.