Feature Requests

I've been informed that video calls don't have a recording of the conversation during the Video Call option and believe it would be of great benefit to capture that, otherwise you miss a whole world of information. Requesting the following: Log the text message request for a video call in the ticket activity/history Record the video call for audio transcript Record the video call for video recording Without the above, there's no way to go back over the conversation with the customer, and if it was video recorded, then it'd be a great way to go over their issue to see if there was anything missed visually. The outgoing text request to the customer is attached, but there is no log in the ticket activity - only that there was a video call.

We need the ability to message multiple people in the same ticket, or create group text/message tickets. Example being if we need to coordinate setting up a time to visit a down machine in the future or set up a date for optimizing a machine, messaging the farm manager, farm owner, and machine operator at the same time with the same message is extremely important. Having to copy and paste the same message over and over or making separate calls sometimes gets missed or inconsistent information is given.

be able to make settings for vacations and public holidays across all teams. Currently, this can only be done per team.

The ability for each advisor to customize their own ExpertConnect notifications including what notifications they want to receive, when, and how (app, SMS, email, etc.)

Most dealer organizations use microsoft teams in some form or another as a communication tool in their business. It would be great if users could use the messaging feature to open and communicate to Advisors on a ticket.

Be able to see the same call functions as we see on the app when connected to Apple Car Play or Android Auto. i.e. seeing who is calling, transferring calls, etc.

It would be nice to be able to speak to the advisor you want to put a call through to before they speak to the customer, that way you can give them any other details of the ticket and know what is going on before they start talking to the customer.

Would like to have the ability to answer calls with the ear bud or headset rather than have to run back to the computer. log in at times, before being able to actually answer the call.

Through a series of broadcasts and errors in executing the cumbersome process of applying segments we have 8,000 segments. As you can imagine, the average user has quit using segments because they are at this point too painful to use. Today there is not a great way to delete or manage segments in bulk. Could we get a way to delete and manage segments in bulk?

Be able to set a reminder alert if after a certain period of time (30min) a ticket hasn't be assigned to an advisor.