Charla Feature Requests
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- 22Agent invite in chat & chat transferWhen a user is chatting with a customer, they may need to escalate the conversation to a higher-level agent. In such cases, the ability to transfer or invite another agent is essential. Therefore, thi... Read more...
- 14Support tickets on mobileCreate and reply to tickets from within the mobile app.
- 14Display Message, if no agent responds within a specific time frameIt would be great to schedule a message to appear if no agent responds within a specific time frame, such as 2 minutes.
- 13Chat RatingOnce the chat session is closed, the user should receive a rating notification. Currently, when we end the chat, nothing happens. Yes they can click the review button on the top right corner, but they... Read more...
- 13Chat ClosureWhen you archive a chat, customer should auto receive a message [Chat Ended]and the chat box should automatically close down. The way it is, there is no signal the chat is over and customer is left d... Read more...
- 11Telegram integrationTelegram is widely used messenger along with WhatsApp and Meta Messenger. It provides a very powerful API with the ability of creating Bots supporting webhooks. Receiving messages and replying throug... Read more...
- 11Enable Consistent User Identification Across DevicesTo provide a seamless experience and maintain accurate user histories, we should ensure that users are uniquely identified even when they sign in from multiple devices or browsers. Intercom supports t... Read more...
- 8Logo property on widget chatCan show shop logo (propierty) on widget chat instead of team members active images.
- 7DKIM Verification for ticketsMake sure the customer email is DKIM verified to improve with deliverability
- 7Agent : Chat statusEnable the agent to switch the status from closed to open, as currently, once the chat is closed, there is no method available for the agent to reopen it.
- 7Woocommerce Order TrackingCan the ai bot or support have automatic answer when a user usbmits their order id so it tracks the order?
- 7Manage contacs and create forldersBe able to completely manage contacts, delete them individually or in bulk, and create folders to organize them by properties. Additionally, have the option to delete contacts or be prompted to regist... Read more...
- 7Zapier - Two way syncThe title says it all. I'm looking for a way to trigger a Zapier workflow based on specific chat answer / stage, get data and send it back to the conversation. I am looking to replicate this step from... Read more...
- 7📣 Custom Notification Sound in Mobile AppsHello! 👋 I see no where to set a custom notification sound in the app. What this means is that it will automatically use the default notification sound to alert for new messages. The issue with... Read more...
- 6Can translate textCan translate text of widget chat. Now for example translate is missing on bubble chat message.
- 6GDPR - Privacy Policy URLCould you please enable the redirection of users to our own GDPR - Privacy Policy URL instead of Charla's? What is the benefit of concealing the Charla logo if it redirects users to a Charla page? Tha... Read more...
- 6Further localization (Dashboard, Ticketing system, etc.)Now with the major update featuring multilingual bot, the strong next step would be to provide localization for the Dashboard and other elements like for example Emails which are sent by a ticketing s... Read more...
- 6Webhook improvementsHi, afaik Charla currently supports just one webhook event, which is when a new chat receives the first message. It would be great though to send a webhook on additional events. First example would b... Read more...
- 6ChatGpt APIHi! We'd like to use our own ChatGPT API for translation. The current translations aren't accurate, and we're not sure which API you're using. Unfortunately, we can't rely on it. Thanks
- 6Voice messagesEnable end users to send voice messages to enhance their overall user experience.
- 5Discord/FacebookI wish you could create a community group on Discord or Facebook for better collaboration with your clients; this page is slow.
- 5Show Live Visitors No. on topCurrently the number of Live visitors are at the bottom of the page, if you have 50 visitors, you have to scroll right to the bottom to know. Instead, Solution, show the number of the visitors on... Read more...
- 5Emoji / Emoticon as a reply to text bubbleAdd the option to apply an emoji (like Thumbs Up) to acknowledge a previous text bubble, not unlike what is possible within Facebook Messenger. (see screen capture provided)
- 5Enable AI Chatbot to Provide Article URLs from Knowledge BaseCurrently, the AI chatbot only provides text-based replies when referencing articles from the knowledge base. We would like the chatbot to be able to include direct URLs/links to the referenced articl... Read more...
- 4Media Files as training data in the ChatbotHi, do you have future plans to implement the attachment of media files (images, video, audio) from the knowledge base and have the Charla bot retrieve and display it in the chat or inbox?
- 4Expand widget when view articlesProvide the ability to expand the widget window when viewing articles
- 4Video filesWhen the agent sends a video file, and the user clicks on it, it should open in a new window, similar to most live chat applications, rather than opening in the same window.
- 4One Conversation = One TopicIt would be great if you could add an option like Intercom, where users can't reopen a closed chat and must start a new one. Having one long chat thread with the same user can get confusing, especiall... Read more...
- 4Keep running in backgroundHi, can you please give feature like keep running in background so that even if by mistake we close the application, we won't miss message. I need this for windows but I believe everyone would be need... Read more...
- 4Behavioral Triggers for Automated EngagementEnable the ability to automatically send targeted emails or display popups to users based on specific behaviors or conditions, such as signing up a certain number of days ago or visiting key pages lik... Read more...
- 4Support Multiple Organizations with a Single Email AccountAs a support manager, I work with multiple companies (e.g., jujuhosting.com, rocketlauncherweb.com, univahost.com), all using Charla. Currently, I must log out and log in with different accounts to ma... Read more...
- 3KB embeddingThe knowledge base embedding needs refinement. I embedded code from another website, and it displayed on my dashboard, but when sent to the customer, nothing appeared. Additionally, please ensure it's... Read more...
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- 3Auto translate chatflows/greetingsTranslate the chatflows/greetings automatically based on site visitor browser settings
- 3Display Category ToggleToggle whether or not you want to display the category in the chat widget.
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- 3Prevent Tickets via VisitorsI would like to suggest adding an option to prevent visitors from creating tickets when they send us an email. Tickets should only be created by agents.
- 3Keep Ringing Feature for mobile applicationHi, can we have a feature on android and ios to enable keep ringing option in application so that we won't miss any potential customers.
- 3Send a Message To Customer If No Agent Response After A Certain Period Of TimeThe option to send a chat message after a customer sends a chat, and there has been no response by an agent for, say 30 seconds. So something like "All our agents are busy, please continue to hold and... Read more...
- 3Manual AI-Assisted Conversion of Support Tickets to Knowledge Base ArticlesEnable the support manager to manually select closed support tickets for conversion into knowledge base articles with AI assistance. This provides controlled curation of valuable support content for t... Read more...
- 2Auto setup email and name from user IDIf the user is logged in, it should be not necessary to setup extra email address, it can get provide over the user ID
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- 2It would be amazing if the box get a circleCircle looks much cleaner as this strange form
- 2Chatflow sequences based on answer givenFor example, when a customer is asked to leave a message and email, in Jivochat for instance, it asks for the name and email as a separate field response prior to then asking for the question. Having ... Read more...
- 2upload videos via mobile appAllow us to upload videos via the mobile app, it seems we can only upload images at this stage.
- 2SignaturesWe need images for the logo and links to create signatures. Right now, it only lets us use text.
- 2Create an event for Chatwindow CloseIt would be nice to have an event that can trigger when somebody closes the chat. This way we can trigger things to happen after the chat ends. In my case it would open up a separate contact b... Read more...
- 2Text AlignmentPlease make sure that text we sent to users can be left aligned in place of right aligned only.
- 2Widget refresh issueCurrently, when we make an update, it doesn’t show up immediately on the widget. End users have to refresh the page to see the changes. The same happens when an agent goes from offline to online — use... Read more...
- 2Video attachments not recivedI have been testing the email functionality and noticed that it is not forwarding video attachments, only images. Could this issue be resolved? We have numerous clients who send us clips of their ... Read more...
- 2Mobile BugPlease resolve a bug in the mobile app where messages sent to users do not arrive immediately, requiring users to refresh to view them. Note: Messages arrive fast when using the dashboard.
- 2Improving Ticket Reply FlowPlease move the reply box below the latest incoming customer message. This follows best practices because it ensures agents read the conversation before replying, keeps a natural conversation flow,... Read more...
- 22-Way SMS ChatSMS chat functionality (for example, using Twilio) within Charla.com would enable our clients to continue the conversation with us using their native messaging apps on their mobile phones (without req... Read more...
- 2Multi-Language Support for Articles in WidgetIt would be helpful if the widget could automatically translate the articles when the language changes — or at least let us write versions in different languages. Since we serve customers globally, th... Read more...
- 2Auto-Extract on updateOne or both of these feature would be awesome: 1. auto-extract specific websites if the webpage itself changed (commonly used for new dates a new price or sth. like that!) or auto-extract and update... Read more...
- 2File SizeOn the page where the Article are listed there should be a file size so you know there are contents there. I've lost the odd article due to hitting the Save Properties button, but you have no way of ... Read more...
- 2Suggestions for Popup Handling and Timing in Chat WidgetJust in case the user closes the widget and the agent sends a message afterward, can we still show a popup message in the chat row? Also, you've added Triggers & Actions: when the user opens th... Read more...
- 2WhastApp Tick In App When Agent Message DeliveredIn the new WhatsApp integration, when we send a customer a reply message, there is no tock available to show that the message was successfully delivered (as it does for normal chat). Can we get a conf... Read more...
- 2Reduce widget.js filesizewidget.js is about 240kb, which is a lot. Can this be reduced?
- 2Data Source: Shopify ProductsFurther integration with Shopify to learn all of a store's products and use as data source to train the bot.
- 2Full Website Indexing with subpages (via Sitemap or Full Site Crawl)I would like to have an automatic website indexing feature which scans the complete website including all subpages. For sites with numerous pages, manually entering every subpage is simply not a pr... Read more...
- 2Whatsapp TemplatesIs it possible to send Whatsapp Meta templates? I don't see a section on the dashboard to create a template or to send one.
- 2Webhook | Whatsapp chatWebhook is not triggered when a whatsapp chat is received, I wish if you could allow data to be sent to the webhook like other chats received.
- 2Enhanced Ticket Status PolicyThe Problem The current two-status system ("Open" and "Closed") is inefficient. It makes it difficult for clients and managers to track which tickets are truly resolved versus which are awaiting a res... Read more...
- 1Multiple Options TagsIt would be great if you could align the tags horizontally, similar to the article button. that's how it should look like, like all other major chat platforms. Thanks
- 1Push notificationsEnable push notifications for the widget to receive updates such as news, latest features, etc., along with images.
- 1Widget : cursor positionPlease adjust the cursor position so that when a user opens the chat widget, it automatically goes to the "Type here" field.
- 1Customize ticket titleCustomize the ticket title upon creation (Ticket #1000) pattern
- 1Widget positionPossibility of adjusting the position of the widget from the admin dashboard or settings without having to resort to code. Most companies that offer this type of service have this option, it is sim... Read more...
- 1Imporvement Request1. The current Windows app feels identical to the website, with no optimization. Please enhance the app for better usability and performance. 2. Add an option for mobile notifications to repeat unt... Read more...
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- 1integration with Kakao Talk99% of our Koreans use KakaoTalk. https://business.kakao.com/info/chatbot/
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- 1Slack Integration via Webhook etc...Someway of integrating Slack, via Webhook for example and having incoming and outgoing messages via Slack
- 1Multiple triggers to generate a chatflow responseIn other chat systems you can combine multiple triggers to generate the required "chatflow" response. So, for instance, you could have the time on site PLUS day of week, etc.. I have attached the opti... Read more...
- 1Windows App Minimize On CloseAs this is just an electron wrapper around the web app, their should be a toggle option to allow the window to minimise on close, rather than close completely. Its one of the big bug bears with non na... Read more...
- 1SureCart IntegrationIntegrate SureCart e-commerce plugin on wordpress so we can see subscriptions / purchases to be used for customer support.
- 1Pabbly IntegrationNeed pabbly integration to automate lead collection from Charla to Sendfox. Thanks!
- 1Admin reset passwordsI had to contact support to get help with this, Charla's emails were bouncing. It would be very helpful if the admin could reset team members passwords.
- 1Chrome browser cannot sign outIn Chrome when you click on the agent's picture, you cannot get to the sign out link. You can get to>>settings>>your profile - but you can't sign out from there
- 1Traditional Chinese supportIn order to promote this service to business owners in Taiwan and other regions using Traditional Chinese, we hope you can add support for Traditional Chinese (including interface and bot replies).
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- 1chat sessions lostPlease address the issue concerning chat sessions; they are lost once the user closes the browser.
- 1Retract widget when chatting even in offline modeThe widget is not retracted fully in offline mode, leaving very small space for messages
- 1Problems with message synchronization.It may or may not be a bug, but in the Android app messages are not updated automatically, you need to leave the conversation and enter again to see the most recent messages.
- 1Enhancements for AI Agent Interactions1) Immediate AI Agent Triggering Currently, users need to send two messages before the AI Agent responds. It would be more intuitive if the AI Agent activated immediately upon the first message mab... Read more...
- 1Member-Based Chat Flow & SchedulingCurrently, the chat flow and scheduling are based on a global profile, which applies settings uniformly for all members. To enhance flexibility and efficiency, we propose the following improvements: ... Read more...
- 1Consent Management for Website, Not Just Chat WidgetI see you already have GDPR consent mgmt in the chat widget. It would be great if this could be added to the website, not just the chat widget.
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- 1Embedding in Saved RepliesCould you kindly enable the embedding of JavaScript or images into the saved replies? If possible, allowing images for now would suffice, as we occasionally need to share visuals with our clients.
- 1Form TitlePlease adjust the form title location by placing it within the form container and reducing its text size. It does not appear visually appealing, as shown in the attachment with two bold messages stack... Read more...
- 1Ticket Layout Needs Fixing on MobileCould you please take a look at the ticket view on mobile? The text appears squeezed and poorly formatted, which makes it hard to read. It would be great if the layout could be adjusted for better ... Read more...
- 1Request: In-Widget News & Updates Announcement FeatureIt would be great to have a built-in "News & Updates" feature directly within the widget. This would allow us to share quick announcements or important updates with our visitors without relying on... Read more...
- 1Email Formatting Issue in Ticket SystemHi everyone, Could you please take a look at the issue with how emails are displayed in the ticket system? Right now, they’re difficult to read and poorly formatted — I had to open my email account... Read more...
- 1Show when an agent is liveDisplay when an agent is live to website visitors - similar to chatra
- 1Ability to recover deleted Tickets and ChatsFeature Request: Add the ability to recover accidentally deleted Tickets and Chats.
- 1Track opening + clicks in e-mailTrack openings and clicks of links in e-mail/ticket
- 1Spanish language for the backendIt would be great if the backend were translated into another language; in our case, we would be delighted with Spanish.
- 1Online Scheduler - 30 minute incrementsAbility for 30 minute increments as many businesses operates this way.
- 1Ability To Change "Send us a message" TextIt would be good to have the ability to change the text on the Send us a message link. Ideally to have two options, 1 for when agents are available, and one when they are offline or outside working ho... Read more...
- 1Track clicks on knowledgebase articles within the help sectionIt would be good to track clicks on knowledgebase articles within the chat window. That way we can see which articles are getting traction and have the ability to address concerns, if say, a particula... Read more...
- 1able to see visitors on the mobile appable to see visitors on the mobile app when visiting the website
- 1Tamil LanguageTamil Language for Live translation. i recently created this account, i really need this language for my clients and team.
- 12FA IntegrationTo increase account security adding 2FA authentication can secure account
- 1Intégrer des canaux de communication supplémentairesL'application devrait être en mesure de prendre en charge la messagerie de nombreuses autres applications telles que LinkedIn, X (TWITTER), TELEGRAM, etc., afin que Charla devienne le seul outil de co... Read more...
- 1Chat flow tag rulesIt would be great if the different tags when selected by the visitor, can send a different question message. Currently multiple tags send the visitor to the same question message.
- 1Messages sync across platformsWhen I reply to customers through messenger / Instagram / and or other platforms I would like the Charla chat for the given customer synchronized automatically in order to have full history of chat on... Read more...
- 1Message send indicationCurrently, when I use Instagram to answer 24 hours later (some times even less than 24 hours), the charla messages never go to customer. This leads to problems, as I think the customer is updated w... Read more...
- 1Playing AudioHi, I wish if we could play the audio in chats or tickets like the attached.
- 1Badge & notification badgePlease consider adding numbered notification badges to these sections. While email and app notifications are effective, a visual badge provides agents with immediate visibility—this is a standard best... Read more...
- 1Bug : Automated ResponsesThe Automated Response should only be sent the first time the customer sends us an email (ticket) not on every reply by them. Thanks
- 1Deleted conversations/ticketsI have a concern regarding the deletion process of conversations/tickets. What happens to them once they are deleted? Permanently deleting them immediately might cause issues, especially if the deleti... Read more...
- 1But : Whatsapp Number Missing in ChatThe customer's WhatsApp number is not visible in the main chat window. However, I can see it when I view their contact card. Please fix this so the number appears directly in the chat section.
- 1Faster Support Responses, Please!We're enjoying the platform, but have noticed support responses are taking several days, and the AI agent is not doing a grate job. I wish if you could tackle this issue and take our messages very ser... Read more...
- 1Include Dates with Timestamps for ClarityCould you please include the date next to the timestamp? This way, it will be easier for us and the user to see when a message was sent without having to search through the chat to find the starting p... Read more...
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- 1Improved Website ScrapingSince my chatbot does not successfully train on any of my site pages with the /example subdomain for the page entered, can this functionality be improved? It is possible that the issue might be that t... Read more...
- 1SEO-friendly Knowledge Base with Custom Subdomain (CNAME) + Pre-renderingPlease add an SEO-friendly publishing option for the Knowledge Base. Today it’s only available as a JS embed that renders client-side, so search engines see an empty shell and can’t index articles. Th... Read more...
- 1Spam Filter to Prevent Junk Emails from Creating TicketsThe Problem: A significant number of spam emails are automatically creating support tickets, which clutters up our ticket queue. This makes it harder to find and respond to legitimate customer issues ... Read more...
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- 0Klaviyo IntegrationAs a Shopify user it would be fantastic to have a Klaviyo Integration and be able to see and edit subscriber info along side Shopify info (and Klaviyo being the of the most used mail platforms for Sho... Read more...
