Product Roadmap

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

Ability for Agents to accept one or multiple chats from website visitors. Real-time, 1-on-1 chat can be sent to different Departments (now Channels in Alive5).

6/1/2020

LIVE

Visitor can pick which Department/Channels to start a chat with an Agent.

6/1/2020

LIVE

Set a Department/Channel to be allow all Agents the ability to accept a chat at the same time. WebsiteAlive only allowed this to be a global setting which could not be set per Department.

6/1/2020

LIVE

Set a Department/Channel to be allow all Agents the ability to accept chats on a load balanced distribution basis.

3/1/2021

IP, Geo, Device, Page URL View

LIVE

Agents can see what IP, City/State/Country, webpage URL, and browser type the Visitor is using.

6/1/2020

LIVE

Easily see past chat conversations with a Visitor.

6/1/2020

LIVE

Agents can transfer a chat to another Channel.

6/1/2020

LIVE

Agents can transfer a chat to another Department or Agent.

2/12/2021

LIVE

A knowledgebase of frequently asked questions and answers that can be used as a canned answer during chat.

6/1/2020

LIVE

WebsiteAlive allows only 1 "Chat Label" per chat session; Alive5 now allows one or multiple "Tags" per chat session. This dispositioning allows Admins to generate reports based on Tags.

6/1/2020

LIVE

Automatically send an email copy of conversations to emails set by the Admin.

6/1/2020

LIVE

VIsitor can request a copy of chat transcript sent to their email address.

6/1/2020

LIVE

Block a Visitor from chatting.

6/1/2020

LIVE

Ask a question or series of qualifying questions before a chat starts.

6/1/2020

LIVE

Ask a satisfaction survey after a chat session ends with an Agent.

6/1/2020

LIVE

If a chat is not accepted within x seconds, the Visitor will be routed to an Offline Flow.

8/15/2020

DEPRECIATED

Chat tabs will change color based on last reponse time with a Visitor. The longer the Visitor waits, the darker the color.

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LIVE

Drag drop any file to be uploaded and converted to a link for the Visitor or Agent to download.

6/1/2020

TBD

Auto-end the chat after x seconds if Visitor does not respond.

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TBD

Auto-send a message after x seconds if the Agent or Visitor does not respond.

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TBD

Add ability to share screens with a Visitor to help diagnose issues on their computer.

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ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

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Add SMS ability to existing land phone lines or VOIP lines. Does not affect voice line, only SMS texts for that phone number

6/1/2020

LIVE

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Pick a phone number based off existing area code. Availability is dependent on current carrier inventory.

6/1/2020

LIVE

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Ability to send an outbound SMS or recieve an inbound SMS from a mobile user.

6/1/2020

LIVE

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Ability to upload a .CSV file containing phone numbers, names, and emails and create a campaign to send a customized SMS message to each user. Assign contacts to different Agents.

6/1/2020

LIVE

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6/1/2020

LIVE

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9/1/2020

LIVE

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6/1/2020

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

-

Ability to route messages from the Facebook Chat on a Facebook Page to Alive5. Assign specific Agents to handle these requests.

6/1/2020

LIVE

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LIVE

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LIVE

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Currently, building a Facebook Bot Flow is using blocks (version 1). Next version will be drag drop, connector based.

9/1/2020

LIVE

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Currently, SMS and Facebook are grouped together in 1 view. This feature will allow an Agent to see only SMS threads or Facebook threads.

11/5/2020

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

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Add automated chat flows for Agent routing, self-service resources, and more to a web chat session.

6/1/2020

LIVE

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Add automated chat flows for Agent routing, self-service resources, and more to a SMS session.

6/1/2020

LIVE

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Add automated chat flows for Agent routing, self-service resources, and more to a Facebook Messenger session.

6/1/2020

LIVE

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Create a chatbot which taps into the FAQ knowledgebase and answer Visitor questions. Using AI/NLP technology, answers can be trained to provide better results over time.

6/1/2020

LIVE

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A chatbot which gathers name, email, phone number, or any other types of information.

6/1/2020

LIVE

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A SMS flow which based on the time of when a text is recieved, will reply a message based on a schedule.

6/1/2020

LIVE

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Ability to run a chat bot flow based on a condition, such as Visitor credits or variables.

6/1/2020

LIVE

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6/1/2020

LIVE

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Passing email, name, phone number, or CRM ID to a chatbot which creates allows the identity of the Visitor to be known. Useful if you'd like the Visitor to check their account balance for example.

9/1/2020

May 2021

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More info soon

May 2021

July 2021

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Pre-defined Bot Flow templates to be used when creating a new chatbot.

3/1/2021

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

Ability to capture leads when live chat Agents are not available.

6/1/2020

TBD

Ability to answer emails from within the Console.

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LIVE

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WebsiteAlive live chat availability is based off of Agent status. Now, additionally there is schedule based online availability in Alive5. So you can allow chats to be available only during certain hours.

6/1/2020

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

A basic view to see what visitors are on your website in real time.

6/1/2020

TBD

Based on a rule, define a pop, message, or flow to send to a Visitor based on specific page, time on page, or other parameters.

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TBD

Visual real-time dashboard and map of all visitors in your website. Ability to filter by site.

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August 2021

Set an image pop up to appear as the initial greeting on a web page.

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ETA

WebsiteAlive Feature?

Description

Release Date

Sept 2021

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Ability for a user (who sent a message) to delete sent message(s).

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ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

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A mini-CRM built in which stores a customer's name, email, phone number and other contact related information. A full transcript of conversations available for easy history review.

6/1/2020

LIVE

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Allow Agents to view Contacts that interacted with them only - live chat, SMS.

10/1/2020

LIVE

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Ability for an Admin or Agent to assign a Contact to a user or multiple users. A pop up bell icon will appear as well as an email notification for user to check their Contacts section.

7/1/2021

LIVE

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Ability to upload a .CSV file containing phone numbers, names, and emails to be saved as Contacts.

6/1/2020

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

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Allow Admins to specify which Tags show up for specific Channels, as you do not want all Tags to appear for a Channel.

11/5/2020

ETA

WebsiteAlive Feature?

Description

Release Date

TBD

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Ability to create a Task or Ticket from a Live Chat, SMS, Facebook Messenger Chat.

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ETA

WebsiteAlive Feature?

Description

Release Date

September 2021

Ability to accept credit cards in a PCI-compliant environment over any messaging channel.

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ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

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Reporting module to see results of a Question bot - to see what answers were selected.

6/1/2020

LIVE

Reporting module to see all chat conversations for a given time frame.

6/1/2020

LIVE

Reporting module to see all chat conversations based on a Tag(s) for a given time frame.

6/1/2020

LIVE

Reporting module to see all chat performance by Agent for a given time frame.

6/1/2020

LIVE

Reporting module to see all survey results for a given time frame.

6/1/2020

August 2021

Reporting module to see all logged in or away status for Agent(s) for a given time frame.

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ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

Upload a custom logo for the chat window.

6/1/2020

LIVE

Customize the chat window with your own brand logo, colors, and more.

6/1/2020

TBD

Hide widget if no Agent is available online.

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LIVE

Ability to show a different widget setting on desktop vs mobile devices.

1/1/2021

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

Ability to accept live chat requests on the mobile app.

6/1/2020

LIVE

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Ability to accept live SMS text requests on the mobile app.

6/1/2020

LIVE

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Ability to search Contacts on the mobile app.

6/1/2020

LIVE

Ability to use FAQs in the mobile app.

6/1/2020

LIVE

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Ability to sign in with Google on the mobile app.

6/1/2020

LIVE

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Ability to chat internally with other users of Alive5 within your organization.

6/1/2020

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

https://en.wikipedia.org/wiki/Payment_Card_Industry_Data_Security_Standard

11/1/2020

LIVE

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https://en.wikipedia.org/wiki/System_and_Organization_Controls

6/1/2020

1/2022

https://en.wikipedia.org/wiki/Web_Content_Accessibility_Guidelines

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ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

Integrate with Salesforce - create Contacts, Activities, and push conversations into CRM.

6/1/2020

LIVE

Integrate with Dynamics 365/IFD - create Contacts, Activities, and push conversations into CRM.

6/1/2020

LIVE

Ability to view Chatbot and Live Chat events inside Google Analytics

10/1/2020

TBD

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Integrate with Zapier to perform functions with other apps.

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TBD

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Integrate with Hubspot - create Contacts, Activities, and push conversations into CRM.

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TBD

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Ability to click on any phone number on a web page and send a SMS to it.

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LIVE

Public API which allows you to programatically connect to Alive5 to obtain chat data, send texts, reporting, and more.

6/1/2020

LIVE

Ability to push chat transcripts to Salesforce CRM and attach conversations to entities such as Leads, Contacts, Accounts, and Opportunities.

6/1/2020

LIVE

Ability to push chat transcripts to Dynamics CRM and attach conversations to entities such as Leads, Contacts, Accounts, and Opportunities.

6/1/2020

ETA

WebsiteAlive Feature?

Description

Release Date

LIVE

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Ability to easily customize and generate QR codes which connect directly to SMS or web chat bot.

6/1/2020

LIVE

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Generate unique QR Codes which have customer details (name, email, phone) embedded to start a web chatbot.

10/1/2020

ETA

WebsiteAlive Feature?

Description

Release Date

TBD

Integration with One Login

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