OvationCXM Product Ideas

Ideas

CX Manager

1. Convert Chat to Emails
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   When a conversation starts as a chat and then the user leaves and wants to continue it as an email, easily convert a chat channel to an email so both the customer and agent can reference the chat conversation.

2. Pinned Cases for easy access
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3. Pinned Case List Views
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4. Enhance Forms
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   We want to overhaul the current Form functionality to fit all the use cases your organization uses forms for. This could include enhancements to forms that are filled out by agents on a Case, filled out by Customers on Web Chat, Surveys, etc.

5. Customer Event Timelines
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   Provide a 360 view of everything happening to a Customer so you can see everything that has happened since the Customer onboarded with your organization.

6. Forward Messages to New Threads
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   Allow users to Forward a message from a thread into a new thread.

7. More customization for a User's signature
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   Allow more flexibility in customizing your User's signatures when emailing out of the Platform.

8. Automatically Assign Inbound Chat
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9. Detailed Product Cards
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10. Product Compatibility
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    When selling multiple products, would it be helpful to have a way to quickly see which products work together and which don't?

11. Updated My Work Screen
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12. Bulk Outbound Messaging
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    If you ever wanted to send a subset of your customers a message alerting them of a promotion, outage, or anything else, the bulk outbound message feature can help.

13. Quality Review
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    By reviewing the quality of Cases in the platform to verify correct tagging of case tags, products, articles, and solutions.

14. Record Lookup on Forms
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    Record lookup on forms can be used to dynamically display picklists and available options based on underlying context about a Case, Customer Location, or anything else.

15. Multi-Chat Interface
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16. Pre-Populate/Auto-Fill Form Data
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17. Show Communication Panel Messages on Closed Cases
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    We'll be updating the Cases modal to always show the messages from the Communication Panel regardless of the status of the Case.

18. Related/Linked Cases
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    We're adding the ability to relate and link Cases to other Case to quickly access and reference similar or related Cases.

19. Shipments on Cases
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    We're adding the ability to tie shipment information to Cases.

20. Time-Based Automations
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Knowledge

1. Track Changes on Article Editor
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   Add ability to track changes in the Knowledge Editor.

2. Article Layout (HTML) Templates
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   With this update you would be able to create multiple Article types with different layouts.

3. Trending Articles Widgets
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   Add a list of trending Articles to the homepage of your Knowledge Library.

4. Article Favorites List
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   Allow Users to save a list of their favorite or most frequently accessed Articles.

5. Article Comments
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   Add comments to your External Knowledge Library.

6. Add Sorting and Filtering to External Knowledge Library Search
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7. Manage Who Can Edit an Article
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8. Customer (End User) Knowledge Base Login
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Journeys

1. Making Activities Optional vs Required
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   There are Activities that need to complete but do not need to halt the progress of a Journey.

2. Journey Parallel Steps
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   We can introduce the concept of Parallel Steps.

3. Canvas Builder
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   Move to a Canvas builder that allows more flexible journey design.

4. Journey Form Activity
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5. Journey Shipment Activity
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6. Journey Embedded Journey Activity
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Messenger

1. Create Show/Hide Engine for Messenger based on URL
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2. Updated Messenger Authentication
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3. Messenger Embedded Elements in Chat
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4. Messenger (Web) Screen Share
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5. Messenger Events Tracking System
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6. Host Messenger on NPM
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AI, Bots

1. Add URL Context for Bot Messages
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2. Generative AI Chatbot
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3. Organization-Wide AI Customer Insights
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Connectors & APIs

1. Zapier Integration
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2. Adobe Sign
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3. Outlook Calendar
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4. Zendesk (Enhancements)
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5. Netsuite
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6. Tableau
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7. Google Drive
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8. Calendly
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9. Okta
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10. Slack (Enhancements)
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11. Microsoft Teams
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12. Jira Service Desk
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Reporting & Dashboards

1. Real-Time Reporting
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