I like how easy Verloop is to understand from an agents perspective, me and my team has been using Verloop for the last 6+ months now and I must say this has been one of the easiest to use apps with an amazing real-time dashboard that gives us a clear picture of the inflow and metrics. One of the best updates recently that we saw was the new skill set option, it is what we have been waiting for soo long and it's really helpful. Would be really great if we can add departments in the skill set as well along with the concurrency. Review collected by and hosted on G2.com.
I would not say dislike, but maybe something that can be improved or built. 1) An option to add a banner or message on the front in case there are any known issues like Zendesk Live chat has 2) Even if the bot is being used on a web form, it should save the past chats as per the unique identifier such as Email ID, number, or an internal ID, instead of IP address which can change often, which later creates an issue to check the past chats. 3) A universal search to simply search the chat with keywords, also an open search so agents can see others' chat as well if searched without giving them the higher access. 4) Chat transcript 5) A message or action which can be taken by the bot even after the chat lands in the "Agent Queue" 6) Issues we have been facing recently with the "Waiting on a user" part, we want to add a message before the bot auto close the chat, however after the bot ending message the chat comes back to the agent bucket which should not happen. So currently we are using it without a closure message. Review collected by and hosted on G2.com.
