Feature Requests

We need to be able to place calls on hold. For instance, when a customer calls for update on a repair I want to put them on hold while bringing up and reviewing the work order or contacting the tech. Or when a call comes in while I am helping someone else at my desk, I want to answer and ask them to hold while I conclude the business I'm currently conducting and will be right back with them.

Is there any way to add a sound when receiving a text notification like we do with phone calls? Sometime I don't see when a customer has responded to a text if my ExpertConnect App is not constantly on my screen.

It has been noted that once a ticket has been opened from an email within expert connect any subsequent email chain opens as another ticket. Would there be any way of an “auto merge” function whereby any subjects that are the same doesn’t open new tickets, but uses the existing ticket name?

How can we make it possible to transfer to Individuals without Expert Connect.

When a text reply is sent to a ticket it is hard to pinpoint which ticket needs action.

As a dealer with multiple locations, we have designated staff in each department at each location to respond to incoming messages through our text platform. Currently, the website widget allows us to choose which groups receive messages when building out the form in ExpertConnect. What would be especially helpful is the ability to add form fields where customers can first select the department (Parts, Service, Sales, etc.) and then choose the specific location they’d like to work with. This functionality would greatly benefit our dealership, and I believe many other multi-location dealers would find it valuable as well.

Can we please have the payment feature to be able to use in Canada. this is a great assest to out customers and we are unable to use

Need the option to use ring schedules I've created for other teams. Creating the same ring schedule over and over for multiple teams seems unnecessary. Should be able to see all previously created schedules in my company in the "View List" tab.

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.

At the moment, only the ExpertConnect team is allowed to update phone numbers or email addresses in the “Contacts” section. We propose introducing a dedicated “Internal Staff” category where admins can directly edit details for internal employees. This would simplify maintenance, reduce dependency on EC, and ensure up-to-date information.