Live Chat Issues

Firstly, thanks for all the great work put into new features, we appreciate it all! About ten days ago, we migrated from using Crisp's web chat feature on our marketing website to Pipedrive's chatbot.  

We have run into a few issues using your chatbot, and we were wondering if there is a roadmap available for future improvements that may resolve some of these problems we're experiencing?  Specifically:

  • Lack of sound or visual notification for incoming chat or for when visitors reply (submit text)
  • Inability to view conversations of other colleagues
  • No "block" feature
  • Can't see other colleagues who may be online and available for chat
  • Converting the lead into deal doesn't copy the chat conversation

Thanks in advance!

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  • Inês Batata
    Inês Batata Admin Posts: 3,153 COMMUNITY MANAGER
    2500 Comments Second Anniversary 5 Likes First Answer
    edited February 25 #2

    Thank you for your comprehensive feedback @Kayla Bott , I've made sure it was forwarded internally. 

    Currently there are no direct plans for it but the team noted down your suggestion for when they'll work on updates again. This is where we make all product update announcements, make sure to follow them:

    • Follow What's Planned to know what we're currently working on and what’s to come.
    • Follow What’s New and don’t miss any new release announcements.
    • Join our Research and Beta Testing channel for the chance to try out early versions and give us your opinion about new and improved features before they go live.
  • Kayla Bott
    Kayla Bott Posts: 3
    edited March 2021 #3

    Thank you for your comprehensive feedback @Kayla Bott , I've made sure it was forwarded internally. 

    Currently there are no direct plans for it but the team noted down your suggestion for when they'll work on updates again. This is where we make all product update announcements, make sure to follow them:

    • Follow What's Planned to know what we're currently working on and what’s to come.
    • Follow What’s New and don’t miss any new release announcements.
    • Join our Research and Beta Testing channel for the chance to try out early versions and give us your opinion about new and improved features before they go live.

    Thank you, Inês!

  • Saša Batovanja
    Saša Batovanja Posts: 35 PIPEDRIVE PRODUCT MANAGER
    10 Comments Second Anniversary 5 Likes Name Dropper
    edited March 2021 #4

    Thank you for you feedback, @Kayla Bott.

    Regarding your points:

    • Lack of sound or visual notification for incoming chat or for when visitors reply (submit text)
    • Inability to view conversations of other colleagues
    • No "block" feature
    • Converting the lead into deal doesn't copy the chat conversation

    All points above are valid feedback and some of it is already in our roadmap but currently without ETA.

    • Can't see other colleagues who may be online and available for chat

    Colleagues who have set themselves online for Live Chat can be visible when opening the assignment option at the top of the Live Chat screen, as you can see on the screenshot below:

    image
  • Lydia Jackson
    Lydia Jackson Posts: 1
    edited March 2021 #5

    This last point is more so that the user cant see other user's chats until they are closed and we'd like to be able to see all chats whether assigned to you or not while they are open.