Feature Requests

Having the Chatbot be able to pull information from google sheets. This would be a lot of help to users trying to setup a quick database for their servers. Maybe you could make it a paid feature so you can increase sales!

Pain point: Mava analytics page is unable to provide insight to which questions couldn't be answered. goal: As the company, I would like to be able to provide the knowledge to answer all the questions that my customers have. detailed description: When an incoming question can't be answered because information is missing from the knowledge base, analytics dashboard should allow me to drill down into which questions so that I may be able to 1. answer them myself and 2. update the knowledge base .

Some branches give definite answers and should not offer a human handover. I'd love to see an option to remove this handover button at the end of certain chatbot branches.

There are a lot of issues with re-logging into Mava accounts after leaving the website, so I’d love to see a Google account connection feature that allows automatic login or sign-in using Google credentials..

Is there any possiblity to turn off auto-focus on the writing box when clicking on tickets to try assign them in mava? Because on phone once you click on a ticket,the keyboard immediately pops up to cover half of screen and you need to use the back button then you try to assign ticket which is quite irritating especially in traffic times. On pc, it's still focusing on writing box but keyboard don't popup so can assign ticket immediately once you click on it! Just a small feedback and would be great if something can be done regarding this!

Hi, I have raised the ticket already for the same but however creating one more in case the earlier ticket was missed. The tickets are marked as read even if someone else (other admin) opens the ticket and move to the next without replying, then it is also marked as read for me. I would like it be respective to individual accounts.

Pain Point: Currently, accessing and managing support tickets through a browser tab is limiting and inefficient—especially for teams who need to quickly triage and respond to tickets across multiple devices. It’s also easy to lose track of Mava among other open tabs, which disrupts workflow and response time. Goal: To improve responsiveness and workflow by having dedicated desktop and mobile applications with native notifications, faster access, and better multitasking support. Detailed Description: I’d like to request the development of native desktop (macOS) and mobile (iOS/iPadOS) applications for Mava. These apps would allow customer support agents to quickly view, assign, and respond to tickets without relying solely on a browser. Key desired features: • Background operation with minimized UI (especially useful on mobile) • Faster load times compared to the web app • Keyboard shortcut support on desktop • Ability to receive push notifications • Offline viewing or draft mode for writing replies • Support for multiple workspaces/accounts A native experience would not only make support agents more efficient but also help us avoid context-switching during busy support days. We believe this would significantly improve the overall user experience and help us stay more engaged with customer conversations. Please let me know if there’s any roadmap around this or if you’d be open to early beta testers if this is under consideration. Thanks a lot!

Pain Point: users don't understand system messages, buttons or the web chat welcome message Solution: automatically translate content based no the user's device, browser or app language

Pain point: Currently, our system does not allow users to exclude specific categories or tags from their views and automations. This limitation makes it challenging to focus on relevant tickets, as users are often overwhelmed by information that does not pertain to their immediate needs or priorities. Goal: We would like to implement a feature that enables us to exclude tickets with certain categories or tags from their views. For example, a user should be able to create a view that only displays tickets from categories A, B, and C, while excluding all tickets from category X. This functionality will enhance the user experience by allowing for more tailored and efficient ticket management. Detailed Description: The proposed feature should include the following functionalities: 1. Exclusion Options: Users should have the ability to select specific categories and tags to exclude from their views. This can be implemented as a simple checkbox or dropdown menu in the view settings. 2. Dynamic Filtering: The exclusion criteria should dynamically update the view in real-time, ensuring that users only see the tickets that meet their specified requirements. 3. Automation Integration: In addition to views, the exclusion feature should also be applicable to automations. Users should be able to set up automation rules that ignore tickets with the excluded categories or tags, streamlining their workflow and reducing clutter. Benefits • Increased Efficiency: By excluding irrelevant tickets, we can focus on what matters most, improving our productivity. • Enhanced Customization: we can tailor our views to suit our specific needs, leading to a more personalized experience. • Streamlined Workflow: Automations that respect exclusion criteria will help in managing tasks more effectively, reducing the likelihood of overlooking important tickets.

Pain point: Currently, customers often select random categories to initiate a conversation with a human agent. This behavior may stem from the AI's inability to provide useful answers, leading to inefficiencies in ticket handling and resolution. Goal: To enhance the accuracy and efficiency of ticket categorization by implementing an AI-driven system that automatically analyzes and assigns the most relevant category to each ticket. Detailed description: The proposed feature aims to improve the customer support process by leveraging AI technology to automatically categorize support tickets. By analyzing the existing categories and evaluating each ticket's content, the AI can assign the most relevant category. This will minimize the instances of miscategorized tickets and ensure that they are directed to the appropriate human agents more efficiently. The AI system should learn from the categories assigned by human agents to continually improve its accuracy. This learning process will ensure that the AI becomes more adept at understanding ticket content and making appropriate category assignments over time. This feature will streamline the ticket handling process, reduce wait times for customers, and improve overall customer satisfaction by ensuring they receive the most relevant assistance promptly.