Feature Requests

It is very time-consuming to map all the contacts who did not receive the broadcast (for various error reasons), Why not add an “Export Errors” button to the sent broadcast so we can download and manage that data instead of searching for them one by one?

Add a feature where assigned conversations become visible only to the assigned agent, similar to CRM lead ownership. Current issue: All team members can see and reply to all conversations, even after assignment. This causes multiple replies on the same chat and no clear ownership. Requested behavior: Once a conversation is assigned: Only the assigned agent can see and reply Other agents cannot access it Admins/supervisors still have full visibility Agent name should be attached to the conversation for CRM syncing Goal: Prevent duplicate replies, enforce ownership, and align Inbox with CRM workflow.

Add a native AI Response Behavior setting inside the AI Settings widget for the Chatrace Agent, without using flows, triggers, or automations. Features 👉Auto Follow-up Automatically send follow-up messages when a user stops replying. Configurable delay and number of messages. 👉AI Pause Conditions Automatically pause the Agent when users send important information (e.g., booking details, files, images). 👉AI Resume Conditions Resume the Agent when the user sends a new message or after a defined time. Goal Enable smarter AI conversations and smooth AI–human handoff directly within the widget. No other tech flows, functions connections etc.

Currently it is not possible to know the contacts to which the broadcast failed. It will be helpful for the business(request form many business) to know the details, so that they can correct the issue(Like incorrect phone, etc) and resend the broadcast just for the failed contacts. Suggestion is to have download option directly in the broadcast panel as in the screenshot with Name, Phone number, Broadcast Status, etc

Current Limitation Currently, Chatrace is restricted to the Meta 24-hour messaging window due to its chatbot-only classification. This prevents any communication with users after the 24-hour window expires, even for legitimate support and follow-up purposes. Proposed Solution Implement a human/live chat handover protocol that enables support staff to send follow-up messages beyond the 24-hour window. This would leverage Meta's policy exceptions for human agents while maintaining Chatrace's core chatbot functionality. Business Justification Customer Support Benefits · Support staff can follow up on unresolved tickets after 24 hours · Ability to check if issues were resolved · Send additional troubleshooting steps for complex problems · Provide status updates on ongoing support cases Remarketing Opportunities · Re-engage inactive users with personalized offers · Send abandoned cart reminders beyond the 24-hour window · Follow up on previous inquiries or interests · Nurture leads that require longer decision-making cycles Competitive Parity · Many competing platforms already offer this functionality · Current limitation puts Chatrace at a significant disadvantage · Customers expect this capability as standard industry practice Technical Implementation Considerations Clear distinction between automated chatbot messages (24-hour restricted) and human-initiated messages (exempt) Handover protocol that transfers conversation from bot to human agent Agent dashboard with ability to message users regardless of time elapsed Compliance checks to ensure human-initiated messages meet Meta's policies Opt-out mechanism for users who don't wish to receive post-24-hour messages Use Cases · E-commerce: "Hi [Name], we noticed you left items in your cart 3 days ago. Our team is here if you have any questions about sizing or shipping." · Support: "Following up on your ticket from last week - did the solution we provided resolve your issue?" · Lead Generation: "We haven't heard back about your quote request. Our sales team is still available to discuss options." · Appointment Reminders: "Reminder: Your appointment is tomorrow at 2 PM" (sent 48 hours after last interaction)

I would like to validate the implementation of the following routing logic for our contact center: After-Hours Queue: Chats received outside of business hours must remain in the queue and be distributed as soon as activity resumes, maintaining their original FIFO (First In, First Out) priority. Session Logout Redirection: If an agent logs out with pending chats, these must be automatically redirected to a backup agent. Proactive Priority: These redirected chats must have a higher priority than the general queue and must be sorted by their original seniority (waiting time) to ensure proactive handling. We can have visual tags in inbox.

We require any account admin to be able to connect their calendar (google sign-in) and currently they are NOT super admin of the account they will be using. So I kindly request if you can enable any user to be able to connect its calendar in Calendar > Integrations, even if the user is not a super admin. What happens now is that we (wl) are the super admin, and when any user using the platofrm tries to connect their google calendar, it doesn't allow to do so. Only super admin (we) can do that, and we can't login in their google accounts..

Currently, Chatrace does not support Telegram Markdown or HTML formatting when sending messages. This limits our ability to deliver properly styled messages (bold, italic, links, inline code, etc.) in Telegram channels and bots. This is absurdly simple and the impact might be low, but there are no technical implications for not actually doing it. We request native support for Telegram’s formatting options: MarkdownV2 parsing HTML parsing Proper handling of Telegram message entities Why this matters: Ensures messages render correctly in Telegram Reduces formatting errors and broken messages Improves user experience and professionalism Avoids manual workarounds or external parsers This would significantly improve Telegram integrations within Chatrace. It's absurdly simple and the impact is low, but there are no technical implications for not actually doing it.

Currently, tags are not clearly visible in the main conversation list. This can lead to important tagged chats being overlooked, especially since the support team does not have each contact window open at all times. We would like to request a feature where tags are displayed as a visible icon, badge, or visual indicator directly in the main conversation overview (where all chats are listed). This would allow support agents to immediately identify tagged conversations without opening each individual chat. A small colored badge, priority marker, or tag icon next to the contact name would significantly improve workflow efficiency and reduce the risk of missing important conversations.