Product Feedback

This is a great place to share your thoughts on our products and features.

  • 20 Topics
  • 32 Replies

20 Topics

C
caitlinGetting Warmed Up
asked in Product Feedback

Bulk Messaging on WhatsApp

Regarding the new Meta Channels update, will it be possible to bulk message on WhatsApp if you are not utilising the Kustomer <> WA native integration? At present, we utilise MessageBird for our WhatsApp messages. We may look to switch to the native integration in the future however, it would involve making large scale changes to our workflow set-ups etc. However, the ability to bulk message via WA would be a massive benefit to us so I’m eager to understand if this will work in our current set-up.   

3
A
1 month ago
M
Michael_HexcladSocial Butterfly
asked in Product Feedback

Shopify Beta insight card - Needs a fix

I opened up a support ticket and requested to be removed from the Shopify beta program because of the new insight card design and expected behavior when you expand on an order. As some of you may have noticed when you expand on an order in the insight card, the insight card does not change or close when you step onto another conversation or move away from the conversations altogether. Even if I moved from conversations to reporting, then back to conversations, the existing customer’s order information is up even if you pull up a different customer and conversation! This behavior is found nowhere else in the platform and goes against the design language of Kustomer altogether. I can not think of any scenario where you would want another customer’s order information to stay up when viewing a different customer! Please fix this Kustomer!  

4
M
1 month ago
J
jaydeearFriendly Neighbor
posted in Product Feedback

Developements with Kustomer and AI

Hey everyone,is anyone else really curious about a roadmap of Kustomer, especially in relation to developements in conversational AI and other tools? With the ChatGPT hype a while back in got in touch with support and there was nothing they were able to tell me, so I let some time go by, but it seems there is still nothing, at least not that I am aware of. I was in touch with another company, which was the alternative for us to Kustomer at the time, and they are planning to integrate the following within the next 3 months and are also promoting these features partly on their website already Timeline Conversation Summary by AI Automate some parts of Knowledge Base (automatic suggestions of creating and updating articles) Move from Macros/Shortscuts/Snippets to Conversational AI Text suggestions based off of Knowledge Base informationAll these things sound great and we are a bit concerned right now if similar efforts are happening with Kustomer.How do other people feel about this?

3
M
1 month ago
T
TimbaOoniParticipating Frequently
asked in Product Feedback

Business schedule multiple levels

The business schedule is great how it’s got two levels, any chance we could add more? The use case is that we have a period through the night that chat isn’t open, but on specific days during the week, we are all in one meeting so this would require a third level+ so that someone didn’t have to turn it off for the meeting every time. What do you think? Thanks!

1
T
1 month ago
R
ryush00Social Butterfly
asked in Product Feedback

Multiple hook execution order

Hi there.If a hook is used in multiple workflows, in what order are the workflows executed? I want them to run in a certain order.I want to execute a specific action after the user is created, but if I write it in a conditional branch, the code is used in two branches and I want to divide it into multiple workflows. For this purpose, I am looking for a way to execute the workflows in order. I think it can be done by calling another workflow from a workflow.Thanks.

5
J
2 months ago
D
davidstickleyGetting Warmed Up
asked in Product Feedback

Copy and Past Capability For Knowledge Base

The interface for creating article on the Kustomer knowledge base is very limited and hard to use.  We have very specific formats we have to follow which can only be manipulated in google docs and microsoft word.  When we copy and paste our documents into the knowledge base the tables are messed up.  Can we fix this somehow?    

1
casey_m
3 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Sign up for Early Access: Time Based Business RulesNews

What's this all about? Time based rules is a new business rule trigger allowing you to run rules on an hourly trigger!  A few examples:Auto-replying to customer if an org hasn't heard from them after 1 dayClosing conversations 3 days after they have been set to snoozedIf no first response time is set after 3 hours, send a welcome message to a customer TimingBeta starts mid-February What we expect from youWe will send at least one survey throughout the Early Access period to help us understand your usage and to hear how we could make it even more valuable for you and your team. Ready to take part? All you have to do is review the Terms of Service and we'll give you early access when it is ready. 👉 Sign up here 👈 

280
amanda.rothbard
Community Manager
3 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Seeking Feedback: Voice of the Customer Survey '23News

Hearing from you is incredibly important to us! Please take 5-10 minutes to complete this survey at your earliest convenience. ✍️ Your feedback will help us prioritize and improve your experience. 🙏 In exchange for your time, we’ll make a $25 donation to a charity of your choice. Survey closes on Friday, March 3rd!

612
E
3 months ago
Marisa
MarisaParticipating Frequently
posted in Product Feedback

Visual indicator of reply from a different email address

When a user has cc’d other users, we’d like an obvious visual indicator when someone has replied with anything other than the original email address. Right now it is easily overlooked.

4
A
4 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Sign up for Early Access: Data Limits ObservabilityNews

What's this all about? In addition to seeing your API usage, this release will allow you to view and track your data usage and file storage.  TimingBeta starts on 1/25 What we expect from youWe will send at least one survey throughout the Early Access period to help us understand your usage and to hear how we could make it even more valuable for you and your team. Ready to take part? All you have to do is review the Terms of Service and you're ready to go 👉 Sign up here 👈

90
amanda.rothbard
Community Manager
4 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Sign Up for Early Access: Inbox SortingNews

What's this all about? Today, each agent's inbox is sorted by the time the conversation was assigned, with the most recently assigned item floating to the top. This does not always reflect the most important item for an agent to act on next. Different organizations have different expectations about how an inbox should be sorted based on what they prefer to prioritize. 👉Sign up for Early Access to Inbox Sorting here! 👈 With this release we'll maintain our filter functionality for Open, Snoozed, All Items, but add the following sort options:Waiting Longest: Conversations that have been waiting the longest for a reply from the agent appear at the topNewest Response: Conversations that contain the most recent customer response that has not been responded to appear at the topNewly Assigned (Current default): Conversation most recently assigned to the agent appears at the topOldest Assigned: Conversation that has been assigned to the agent for the longest period of time appears at the topH

331
P
4 months ago
E
erinFriendly Neighbor
posted in Product Feedback

Seeking Feedback from Kustomer & Dialpad Clients

Our company is considering switching from our current telephone provider (Aircall) to Dialpad. We’re hoping to find other Kustomer <> Dialpad clients to learn more about your experience before we decide to switch. We’d be especially interested in hearing from anyone that is using the Kustomer <> Dialpad SMS integration. Would truly appreciate your feedback! 

0
E
6 months ago
E
ecomGetting Warmed Up
asked in Product Feedback

I am Unable to update Customer Standard attributes

Hello,https://developer.kustomer.com/chat-sdk/v2-Android/docs/describe-customer I am following the above link, I am able to update customer phone, email and custom attributes as well but I am unable to update customer attributes which have standard tag.I am passing standard attributes value incustom = mutableMapOf(key to value) Can you Please help me how I update standard attributes of Customer

1
derek.parson
Kustomer Employee
6 months ago
lincoln.gockyoung
lincoln.gockyoungFriendly Neighbor
asked in Product Feedback

Conversational Assistant - Volume Control

Conversational Assistant > Volume Control > Agent missed conversation  Suggestion is around “Mark conversation done if a channel isn't selected after x amount of seconds” At the moment, if this flow is activated, the conversation is marked as done, with no prompt or warning which can come across as very cold to the customer.  Would be great if we had the ability to add a prompt like “Due to inactivity, this chat has been closed” etc to give the customer a warning.

1
A
8 months ago
A
Anonymous
posted in Product Feedback

Survey: Shopify 'Create Order' Feature

Hi everyone! Kustomer's Apps Core team is seeking input via a quick 2-minute survey for an upcoming Shopify Create Order feature. If your team has interest in creating orders for Shopify within Kustomer, we'd really appreciate it if you could take this quick survey. Thank you! Survey Link: Here 

0
A
8 months ago
J
jmorrowParticipating Frequently
asked in Product Feedback

CRITICAL OUTAGE

Apologies for coming here, but the Help Center form has not sent me a confirmation email like it normally does - routing is not working, conversation assignment is not working, inboxes not working, outgoing messages are very delayed. Please assist.

3
A
9 months ago
A
Anonymous
posted in Product Feedback

Give us product feedback and get $25 in return [10 min survey]

At Kustomer, we strive to perfect our customer experience. Over the last 6 months, we have made significant changes to our product and to our team to better support you, but we know that we need to continue to improve. Hearing from you is incredibly important to us. Please take this short survey to share your thoughts on Kustomer. The survey has 15 questions and should take about 5-10 minutes to complete. We hope to collect all responses by Friday, September 8th. We truly appreciate you taking the time to share your experience with us, and promise that we’ll read every single response and we will continue to drive strategy based on you, our customers. Please complete this survey at your earliest convenience. We’ll send you a $25 Amazon gift card, or donate $25 to the charity of your choice. 

0
A
9 months ago
B
BassemHamdyGetting Warmed Up
asked in Product Feedback

KB content creation

One of the challenges for us is to provide the content which we are going to use inside the KB. Any recommendations for content creation solution. 

1
A
9 months ago
saad
saadSocial Butterfly
asked in Product Feedback

E-mail Read Receipts

Hi there! Kustomer used to show the status of an e-mail being opened which isn’t visible anymore. Is that feature still there or has been disabled now? Many thanks,Saad.

2
michael.iacono
Kustomer Employee
9 months ago
larry.velez
larry.velezParticipating Frequently
asked in Product Feedback

Calculate how long a ticket has been assigned to someone?

Is there a way to calculate how long a ticket has been assigned to someone?  Ideally seeing how long it was snoozed by them, in progress, on hold, etc?   We find that a lot of inefficiency comes from the ticket sitting with the wrong person for a long time.  We would like to surface this and encourage tickets to be re-assigned to the right person who can take action.

0
larry.velez
10 months ago

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