Charla Feature Requests
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- 12Self Service PortalA self service portal for visitors where they can track their previous tickets and messages
- 12Allow Your Own Brand Name on Transcript EmailTranscript email to customer has "Charla" in message. Our customers won't open or know who it's from. Let us use our own brand name especially on Premium version which I have.
- 8Local time zone in Customer emailsUse local timezone in customer communications
- 8Custom Visitor Attributes EnrichmentsEnable adding custom attributes other than phone, email, name, so we can enrich visitor attributes with custom data
- 7MacOS Desktop AppHave a dedicated MacOS Desktop app similar to the current Windows App
- 7Support tickets on mobileCreate and reply to tickets from within the mobile app.
- 7Keep the chat pop-up window open; even when the customer navigates to an other webpageActually the Charla pop up window is closed, if the customer navigates to another webpage. Much more customer friendly would be if it stays open. Other chat tools can do that, so it seems possible.
- 7Allow better spacing in chatflows.So when creating a chat flow, it would be good to either have the option for line breaksor paragraphs in a message, or to allow chatflow where the bot can send 2 messages without waiting for a respons... Read more...
- 6CCs in TicketsAbility to add other emails when creating/responding to a ticket
- 5Chat 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...
- 5Translation for notifications emailsTranslation all customer facing notification emails
- 4DKIM Verification for ticketsMake sure the customer email is DKIM verified to improve with deliverability
- 4Can translate textCan translate text of widget chat. Now for example translate is missing on bubble chat message.
- 4Woocommerce Order TrackingCan the ai bot or support have automatic answer when a user usbmits their order id so it tracks the order?
- 4SMTP Email SendingConsidering this is a support tool, it’s very bad when communication emails go to spam. It also looks highly suspicious when you see a crazy long weird email address followed by “on behalf of”. If I c... Read more...
- 3Discord/FacebookI wish you could create a community group on Discord or Facebook for better collaboration with your clients; this page is slow.
- 3Logo property on widget chatCan show shop logo (propierty) on widget chat instead of team members active images.
- 3Brand Logo on Web ButtonWould be great to be able to put an icon of your brand on the page widget.
- 3KB Rest APIAllow fetch the Knowledge Base categories and articles from your system to our sites. This is a good option because it will help with the following: 1. Website owners not required to double-gene... Read more...
- 3Display 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.
- 3Manage 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...
- 3Markdown rendering in the ChatPlease consider enabling Markdown rendering in the Chat Widget, at least for AI and Agent messages. AI responses often include bold text or links in Markdown, which would look much clearer and more pr... Read more...
- 3Display Category ToggleToggle whether or not you want to display the category in the chat widget.
- 2Text colorPlease change the user's text color to black; they can barely see it.
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- 2Agent : 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.
- 2Re-assign to another SupportmemberWe need to be able to re-assign to specific supportmembers.
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- 2Media 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?
- 2Chat 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...
- 2Expand widget when view articlesProvide the ability to expand the widget window when viewing articles
- 2Show 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...
- 2Emoji / 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)
- 2upload videos via mobile appAllow us to upload videos via the mobile app, it seems we can only upload images at this stage.
- 2Auto translate chatflows/greetingsTranslate the chatflows/greetings automatically based on site visitor browser settings
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- 2Email Customization for Message ResponsesRequest to have customization of the following in emails sent to users: Colour, Font, Logo, Company Name, Personalized Header and Footer
- 2📣 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...
- 2Knowledge base APIHaving POST and GET APIs for the knowledge base would be a total game-changer, as it can be used to synchronize Charla's knowledge base with internal systems or popular platforms like Notion or Airtab... Read more...
- 2Text AlignmentPlease make sure that text we sent to users can be left aligned in place of right aligned only.
- 2Ability to manually sort articlesDrag and drop each article within each category to set the order it is displayed in the center in list view. This would work the same way you can drag and drop categories to order.
- 2Telegram 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...
- 2Video 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.
- 2Bullet ListPlease allow us to add bullet points. It is not logical to have them all as one paragraph for the user.
- 1KB 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...
- 1Input + AttachmentPlease enable us to send attachments without the necessity of typing an input.
- 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...
- 1GDPR - 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...
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- 1integration with Kakao Talk99% of our Koreans use KakaoTalk. https://business.kakao.com/info/chatbot/
- 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...
- 1Auto 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
- 1It would be amazing if the box get a circleCircle looks much cleaner as this strange form
- 1Github IntegrationIntegrate with github to create tickets from support ticket
- 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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- 1Hold Paragraph Spacing In MessagesCurrently to have any structure to messages you need to send multiple short texts. Ideally it would be nice to be able to make a few quick points and have them all in the one message without being co... Read more...
- 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
- 1SignaturesWe need images for the logo and links to create signatures. Right now, it only lets us use text.
- 1Hide chat outside of scheduled hoursThe option to hide the chat widget when outside of the scheduled hours.
- 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.
- 1Zapier - 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...
- 1Create 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...
- 1Form to Email HelpdeskIt would be great if you could add form to email feature, So all customer inquires can be handled with this software
- 1Export knowledge base articlesOption to export knowledge base articles in CSV/ XML format.
- 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...
- 1Further 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...
- 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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- 1Same session across all subdomainCan you please give option to keep same session across all subdomain. At the moment it creates new session for across all subdomain.
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- 1ChatGpt 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
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- 1RTL LanguagesPlease enable the widget to detect RTL languages automatically and adjust the style accordingly.
- 1Webhook 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...
- 1Voice messagesEnable end users to send voice messages to enhance their overall user experience.
- 1Widget 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...
- 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.
- 1Improving 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...
- 1Video 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...
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- 0Let the Chat popup open if customer changes WebpageActually the Charla pop up window is closed, if the customer goes to another webpage. Much more customer friendly would be if it stays open. Other chat tools can do that, so it seems possible.
- 0Chatflow 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...
- 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...
