Livechat future features

[sampaiodiego]

I'll use this issue to track the progress of the upcoming features of livechat:

Main features

• [x] Display a form to send an email when there is no online operators
• [x] Chat transfer (from an operator to another)
• [ ] View all livechats sessions by an dapartment manager (restricted by departament permissions)
• [ ] Improve triggers with:
  • More than one trigger at a time;
  • Add more conditions;
  • Add more actions;
• [ ] Shortcuts for agents
• [x] Support to visitor send images
• [x] Dashboard (what kind of information should be displayed here?)
• [ ] Ability to see what visitor is typing before he/she sends the message (on/off toggle)
• [ ] Integration with external CRM (create leads, opportunities, activies, etc)
• [ ] External API to be used by the website who adds livechat widget (please follow #1842). Possible functions:
  • visitor:
  • get information about visitor: name, email, IP, etc
  • window:
  • open/close window
  • set size
  • set position
  • open the pop-up
  • events (with callbacks):
  • start/stop chatting
    • possibility to override some information (like agent, department, etc) inside the start callback
  • open/close window
  • send pre-register form
  • ...

    Missing features from main Rocket.Chat app

• [ ] oEmbed (with file upload visualization)
• [ ] Agents avatar updates (needs to auto-update avatar image on livechat)
• [x] Autolinker
• [x] User is typing indicator

  Wanted/planned features (needs discussion)

• different queue types (round robin, offer to all agents, pick the less busy agent, etc)
• queue statistics integration - ability to monitor ongoing average queue waiting time, and be able to access the statistic from the templated greeting ... enabling greeting such as thanks for joining LiveChat, due to holiday season demand, you may have to wait up to 4 minutes 31 seconds and 8 jiffies for the next agent
• skillset based routing/queuing (agent profile) - maintain a skills profile with each agent, such as can speak spanish, knows golang programming, up-market sales team or expert with Citibank gold card program; then allow routing/queuing of incoming based on skillset ... after initial qualification from a greetings template
• video/voice calling
• distributed routing via federation - ability to route an incoming between independently running LiveChat servers (perhaps via federation?)

Any feature request can be posted here.

[dezzzus]

@Farbed tell me your skype ID, I can help you

[happyfella1]

Hi @sampaiodiego,

Outgoing webhook integration does not work with livechat. Are webhooks enabled for live chat ?

Thanks, Srujan

[sampaiodiego]

@rssrujan no. they will not work since you cannot "filter" for a livechat channel :disappointed:

[happyfella1]

@sampaiodiego Thanks for quick response. You guys have done a great work !!

Our company has a customer care chatbot which is currently integrated to facebook messenger. We would like to enable a website live chat. RocketChat looks as a promising option. Do you suggest any solution to integrate livechat with our webhook ?

[sampaiodiego]

@rssrujan we have done some POC using hubot as livechat agent, like this one

[guilhermednt]

I'm quite interested in the "distributed routing via federation" one or something else that could allow operators to transfer visitors from one Rocket.Chat instance to another.

[icosamuel]

Anyone currently working on allowing multiple trigger conditions? If not, I will take the issue.

I'm also interested in adding a condition which would make the trigger active only if it matches the plugin's language.

[sampaiodiego]

Anyone currently working on allowing multiple trigger conditions? If not, I will take the issue.

@icosamuel I don't think so (I'm not =) ).. so, go ahead :wink:

[boblmartens]

Are we able to have widgets specific to a department? So on one page we would have the widget for one department and then for another page we could embed the widget for another department?

[paulhibbitts]

Hi @boblmartens , thanks to @sampaiodiego I recently learned about this capability and added it to the docs: https://github.com/RocketChat/docs/blob/master/developer-guides/livechat-api/README.md#assign-chats-to-a-specific-department

[FelikZ]

When trigger opens a chat on a curtain page, a chat is immediately starts skipping the info form about user "name,email". So all the users are anonymous. Is there a way to force use enter this details / show form when the chat started?

If not, that would be nice to have and probably easy to implement.

[renatobecker-zz]

Hi @FelikZ! Yeah, We've detected the behaviour you just describe and we're planning to fix it ASAP. Thanks.

[FelikZ]

@renatobecker hello, any update on this?

[renatobecker-zz]

@FelikZ, yeah! We'll support the feature you mentioned, but only on our new Livechat client:

https://github.com/RocketChat/Rocket.Chat.Livechat

Thanks.

[lucassmacedo]

how i add more 1 field on register live chat?

[renatobecker-zz]

how i add more 1 field on register live chat?

This is not yet supported. The Livechat supports custom fields, but only on the Livechat API: https://rocket.chat/docs/developer-guides/livechat-api/#set-custom-field

[FelikZ]

@renatobecker thank you, is it new version of a chat available somehow already or it is still under development?

[renatobecker-zz]

@renatobecker thank you, is it new version of a chat available somehow already or it is still under development?

Yes. The new Livechat client will be provided on 1.0 release, but if you're running our develop branch you will be able to test it already.

[OpenSourceMarketing]

Are users who sign up on my server able to create and manage their own live chats/Agents etc? And if not, would that be possible?

[renatobecker-zz]

Are users who sign up on my server able to create and manage their own live chats/Agents etc? And if not, would that be possible?

• To attend livechat conversations the user needs to have the livechat-agent role.
• To manage livechat Agents the user needs to have the livechat-manager role.

[dudanogueira]

Can't find a solution to my problem, so I think it should come to here. My use case is: I have the integration with Twilio WhatsApp on sandbox, with a Rasa bot. So I put the rasabot as agent, alone in a department. I want that those incoming messages from twilio go to the bot department (it now goes randomly), so I can eventually forward to a human department. Also, the bot only answers if online, so I need to make it online some how.

TLDR: Specify which live chat department an incoming SMS Service Message will go to, or some external query for that (maybe passing the context to que API and expecting a ID of the department)

Thanks!

[renatobecker-zz]

Can't find a solution to my problem, so I think it should come to here. My use case is: I have the integration with Twilio WhatsApp on sandbox, with a Rasa bot. So I put the rasabot as agent, alone in a department. I want that those incoming messages from twilio go to the bot department (it now goes randomly), so I can eventually forward to a human department. Also, the bot only answers if online, so I need to make it online some how.

TLDR: Specify which live chat department an incoming SMS Service Message will go to, or some external query for that (maybe passing the context to que API and expecting a ID of the department)

Thanks!

Have you tried the setting shown below?

[dudanogueira]

@renatobecker

Hi! sorry for that. I was using the version 2.0.0, and not the 2.2.0, which have this new functionality.

I tried looking for this thread yesterday to mention this, and couldn't find it.

This setting solves my use case like a charm...

The reason I was using an outdated version is that the "oficial" docker hub has an old release as the latest: https://hub.docker.com/_/rocket-chat?tab=tags which is awkward, as we also have this hub, that I am now using: https://hub.docker.com/r/rocketchat/rocket.chat/tags

Also: I am working on implementing livechat methods for the rocketchat_API Python lib here: https://github.com/dudanogueira/rocketchat_API/tree/livechat

So far so good :) Thanks for this awesome software by the way :)

[reetp]

"Official Rocket.Chat docker deployment image." https://hub.docker.com/r/rocketchat/rocket.chat

I have no idea who/what the other one is.

[geekgonecrazy]

Clarified in DM on open. But just to make clear.

Both are technically valid. The rocket.chat one is a docker "official" maintained by the docker maintainers. Usually they are in pretty close sync but over last few weeks actually had a disconnect of their bot that builds because of a permission change. The repo for that image is: https://github.com/RocketChat/Docker.Official.Image

rocketchat/rocket.chat is one that we have direct ownership over and push access to. So will likely always be updated first :)