Feature Requests

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.

When using GET USER DATA for image input (e.g., collecting photos), I would like the option for it to run in the background and continuously collect media without interrupting the flow. Specifically, the system should: -Allow collecting multiple images within the same step -Not send a message to the customer after each upload -Not stop or move to the next flow step automatically -Continue listening for images even if the customer sends text messages in between -Still capture a photo if the customer sends text first and the image later The goal is to enable seamless, flexible media collection while keeping the conversation flow active and uninterrupted. This would greatly improve user experience for workflows that require multiple photo uploads or mixed input (text + images).

Connection through Admin API (not with Shopify apps) will be good for clear white labels. Product imports from shopify to chatrace for bot assistance in the purchase suggestions. Checkout with shopify checkout or with chatrace bot payment integration and create the same order on shopify. Order import from shopify to chatrace for easy assistance in customer support with customers mapping as per mobile number or email ID. Abandoned cart recovery with shopify and chatrace. Upsell & cross-sell for existing customers.

After Chatrace removed "Full Name" standard variable from Rename, we are not able to search for variables that are assigned to the client. Since we have so many people called Tim, Dave and Len, so we generated codes to these clients and it worked very well. Since we purchased our subscription with Chatrace we assigned a code in the Full Name field and it worked beautifully. However, after they removed it we were told to create a field and call it Code to store the code for each client. However, we are not able to search for the code in the Code field. So we propose to bring back Full Name, or add an option when we create the fields to be searchable. Or, create a new field type that is Searchable Field so we can search for home grown solutions!

The tag system is very time consuming to use and it doesn't really help when you got a lot of messages to deal with, we need labels exactly as whatsapp business and Facebook messenger got so we can see the labels in our chatrace inbox. To be honest im looking for other solution just because on my chatrace inbox I don't know who I'm talking with until I go to tags which is very time consuming and annoying!

We require to improve the UI and UX to make tags and priority "visible" helping agents very fast work on conversations, take actions and "remember" what the chat was about. Currently, humans agent have to click each conversation and read it many times to remember "what the conversation was about". BUT, if we enable SPECIFIC TAGS (not all), to be VISIBLE in inbox (maybe a toggle in tag creation settings that toggle on = visibile in inbox), will allow AGENTS to remember easier and faster the topic of chat and help the user. Also, priority to allow High Priority or Urgencies to be identified easier (we currently have the STAR To "mark as followup" but we really require MORE icons, example something that will represent a High Urgency Alert > This will we really helpful for insurance companies where users have to report accidents or need urgent help). I hope you understand the importance of this features.