Feature Requests

More google clients are starting to use this as an alternative to Slack when they are a google client. It would be great if we could have an integration here like we do for Slack and Teams.

ConnectWise has had a fair share of outages recently. When the PSA is not operating as-expected, customers like FiveStar would love for Messenger to set expectations with end customers that threads might not be received as-expected. This helps Partners like FiveStar avoid sending larger email blasts to customers routing them to different support channels. This is particularly painful because contacts are already change-averse and may struggle with having to use yet another ticketing source.

Chat is not “smart” enough to properly deal with chats that occur outside of normal office hours. Between “looking for someone” and starting SLA timers, the after-hours messaging is confusing for end users on both the sales and support sides. My customers are really picky sometimes and I can see us catching flack because someone waited for chat after-hours even though the top says we are offline – the bottom implies it’s still looking for someone. Hopefully this one won’t take too long to fix.

The word “bot” does have some negative connotations, so I’d rather give you the option to either change it or remove it completely.

The ability to have a queue for clients waiting on a technician. And an automatic response of estimated time to connect.

It would be good to test a flow, so we know it's set up correctly and working

Enable point of contacts to submit tickets on behalf of others and view all tickets within their organization, with separate options to view their own tickets and all tickets.

Ability to click more options on a message/post in Teams and create a new ticket from it.

In my PSA, I have one client that has multiple teams tenants and I want to be able to have the chat app on each of them.

Integrate with Zoom Team Chat similar to what we do with Messenger across Teams, Slack, etc. https://www.zoom.com/en/products/team-chat/