Charla Feature Requests
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- 14Self Service PortalA self service portal for visitors where they can track their previous tickets and messages
- 10Local time zone in Customer emailsUse local timezone in customer communications
- 9Support tickets on mobileCreate and reply to tickets from within the mobile app.
- 8CCs in TicketsAbility to add other emails when creating/responding to a ticket
- 7MacOS Desktop AppHave a dedicated MacOS Desktop app similar to the current Windows App
- 7Chat 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...
- 6DKIM Verification for ticketsMake sure the customer email is DKIM verified to improve with deliverability
- 6Translation for notifications emailsTranslation all customer facing notification emails
- 6Enable 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...
- 5Woocommerce Order TrackingCan the ai bot or support have automatic answer when a user usbmits their order id so it tracks the order?
- 5Chat 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...
- 5Brand Logo on Web ButtonWould be great to be able to put an icon of your brand on the page widget.
- 5Ability 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.
- 4Discord/FacebookI wish you could create a community group on Discord or Facebook for better collaboration with your clients; this page is slow.
- 4Logo property on widget chatCan show shop logo (propierty) on widget chat instead of team members active images.
- 4Can translate textCan translate text of widget chat. Now for example translate is missing on bubble chat message.
- 4Display 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.
- 4Zapier - 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...
- 4Telegram 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...
- 3Text colorPlease change the user's text color to black; they can barely see it.
- 3Agent : 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.
- 3Re-assign to another SupportmemberWe need to be able to re-assign to specific supportmembers.
- 3Media 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?
- 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...
- 3Expand widget when view articlesProvide the ability to expand the widget window when viewing articles
- 3Show 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...
- 3Emoji / 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)
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- 3Email Customization for Message ResponsesRequest to have customization of the following in emails sent to users: Colour, Font, Logo, Company Name, Personalized Header and Footer
- 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...
- 3Knowledge 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...
- 3Display Category ToggleToggle whether or not you want to display the category in the chat widget.
- 3Webhook 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...
- 2KB 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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- 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
- 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...
- 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...
- 2Export knowledge base articlesOption to export knowledge base articles in CSV/ XML format.
- 2Text AlignmentPlease make sure that text we sent to users can be left aligned in place of right aligned only.
- 2Further 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...
- 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.
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- 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...
- 2Behavioral 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...
- 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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- 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...
- 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
- 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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- 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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- 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...
- 1One 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...
- 1Mobile 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.
- 1Email Flow : Visitor has been offlineWhen a visitor is offline, they receive an email, which is great. However, when the visitor replies to that email, it creates a ticket instead of continuing the chat session. Is this normal? Shouldn't... Read more...
- 1Prevent 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.
- 1Route Incoming Emails to Chat, Not TicketsPlease make sure that when customers send us emails, they appear in the chat section of our dashboard, not as tickets. This is how most live chat platforms like Intercom handle it, and it helps keep c... Read more...
- 1Tickets do not appear on the mobile app.I noticed the ticket section isn’t available on the mobile app. Are there any plans to add it? If not, it would be better to route all email messages directly to the chat section. and I recommend in a... Read more...
- 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...
- 12-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...
- 1Multi-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...
- 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...
- 1Charla widget Code - Google Tag ManagerHi, I’ve encountered an issue with the current Charla widget embed code when used through Google Tag Manager (GTM). The existing script relies on ES6 features such as arrow functions and const decl... Read more...
- 1Auto-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...
- 1Show when an agent is liveDisplay when an agent is live to website visitors - similar to chatra
- 1Keep 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...
- 1Suggestions 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...
- 1Keep 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.
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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...
