Feature Request

Automatically reply to Facebook and Instagram Live comments to engage customers, boost sales, and save time.

Please add support for syncing Instagram contact labels from Meta Business Suite to ChatbotX. Our team uses labels to assign sales representatives, categorize leads, and track advertising sources. Without label synchronization, staff must manually recreate labels in ChatbotX, which leads to missing information and makes CRM reporting more difficult. Requested capabilities: Sync Instagram contact labels, including additions and removals, where supported by Meta. Provide a manual resync option for existing contacts. Include label IDs and names in API responses and webhooks for CRM integration. For conversations originating from Instagram ads, capture the ad_id when provided by Meta and expose it as a dedicated field or an ad_id.… label. Show synchronization status and explain any limitations caused by Meta’s API. This would help businesses manage Messenger and Instagram consistently, reduce manual work, and connect advertising sources to leads, signed contracts, and revenue in their CRM. Please consider adding this feature to your roadmap. Thank you!

Add a Kanban Board to ChatbotX that allows teams to visually organize and manage conversations by Area, Flow, and Status. The board should support Drag & Drop, allowing agents to move conversations between columns and automatically update the conversation status. Core functionality Create customizable Kanban columns based on conversation statuses. Organize conversations by Area and Flow. Drag and drop conversations between columns. Automatically save status changes after moving a conversation. Reorder conversations within the same column. Assign conversations to specific agents. Display conversation information directly on each Kanban card: Customer name Channel Assigned agent Area Flow Status Tags Priority Last activity Add filters for Area, Flow, Status, Agent, Channel, Tags, and Priority. Support custom areas, flows, and statuses. Maintain a history of conversation status changes. Update the board in real time when another agent changes a conversation. Example New → Pending → In Progress → Waiting for Customer → Resolved → Closed A conversation dragged from Pending to In Progress should automatically update its status without requiring the agent to open the conversation. Goal Provide ChatbotX with a visual workflow similar to a CRM Kanban, making it easier for teams to manage high volumes of conversations, sales opportunities, customer support, billing, complaints, and follow-ups from a single board. Suggested feature name: Kanban Board for Conversations

Add native support for JEV (or compatible classification engines) to automate sorting, filtering, and tagging of direct messages and comments. Problem: Using general-purpose LLMs for high-volume moderation and triage is slow and leads to unnecessary API and compute expenses, creating friction for accounts handling large daily message volumes. Proposed Solution & Benefits: Native Integration: Direct setup alongside existing model providers or OpenAI-compatible endpoints. Cost Efficiency: Drastically lowers token and operating costs for classification tasks. Low Latency: Enables near-instant routing, auto-tagging, and automated responses for DMs and comments. Competitive Edge: Provides an early-adopter advantage by offering state-of-the-art

Add a Cisco Webex integration that allows ChatbotX chatbots to operate directly inside Webex conversations and spaces. ## Objective Allow Webex users to interact with ChatbotX bots through individual conversations and group spaces. ## Functional Requirements * Connect a Webex bot to ChatbotX. * Provide a guided Webex bot configuration process. * Authenticate the bot using official Webex credentials/tokens. * Receive messages sent directly to the bot. * Receive messages in spaces where the bot is mentioned. * Send responses from ChatbotX to Webex. * Support 1:1 conversations. * Support group spaces. * Maintain conversation context. * Maintain conversation history. * Support rich text where available. * Support Webex cards/interactions where available. * Support links and files where supported by the Webex API. * Allow conversations to be transferred to a human agent. * Display connection and authentication status. * Allow administrators to enable, disable, or disconnect the integration. ## Technical Requirements * Use official Webex REST APIs. * Use Webex webhooks for real-time events. * Use the appropriate Webex bot authentication mechanism. * Securely encrypt and store credentials/tokens. * Validate incoming webhook events. * Implement API rate-limit handling. * Implement retry mechanisms for temporary failures. * Prevent duplicate message processing. ## Acceptance Criteria An administrator can connect a Webex bot to ChatbotX. The bot is available in Webex. Users can send messages to the bot in a 1:1 conversation. ChatbotX receives and processes the message. ChatbotX sends the response back to Webex. The bot can operate in group spaces. Mentions can trigger the chatbot. Conversation context is maintained. API and authentication errors are logged and displayed to the administrator.

Add SMS integration to ChatbotX to allow businesses to communicate with customers through SMS using ChatbotX-powered automated conversations. Objective Allow businesses to connect an SMS provider and use ChatbotX to receive, process, and respond to customer messages automatically. Functional Requirements • Connect an SMS provider to ChatbotX. • Support provider-based authentication. • Support inbound SMS messages. • Send outbound SMS messages. • Create and maintain customer conversations. • Maintain conversation history. • Maintain conversation context. • Automatically respond using ChatbotX. • Support AI-powered responses. • Support predefined chatbot workflows. • Allow human-agent handoff. • Allow agents to take over an SMS conversation. • Support opt-in and opt-out management. • Support STOP/START and provider-required compliance mechanisms where applicable. • Support message templates where required. • Allow administrators to configure business hours. • Trigger automated workflows based on incoming messages. • Send notifications to agents. • Track delivery status where supported. • Track failed messages. • Provide message and conversation analytics. Technical Requirements • Provide a provider-agnostic SMS integration layer. • Support webhooks for incoming messages and delivery events. • Securely store provider credentials. • Implement retry mechanisms. • Handle provider rate limits. • Prevent duplicate webhook processing. • Support message status tracking. • Implement appropriate SMS compliance requirements based on the selected provider and country. Acceptance Criteria 1. An administrator can connect an SMS provider. 2. Incoming SMS messages appear in ChatbotX. 3. ChatbotX can automatically process incoming messages. 4. ChatbotX can send SMS responses. 5. Conversation history is maintained. 6. Human agents can take over conversations. 7. Delivery status is tracked where supported. 8. Opt-out requests are handled correctly. 9. Failed messages are clearly identified. 10. Administrators can disconnect the SMS provider.

Add an official Microsoft Teams integration that allows ChatbotX chatbots to operate directly within Microsoft Teams. Objective Allow organizations using Microsoft Teams to deploy ChatbotX as a Teams application/bot and automate conversations across individual chats, group chats, and supported channels. Functional Requirements • Create and configure a Microsoft Teams application for ChatbotX. • Register the ChatbotX bot/application. • Support Microsoft Entra ID authentication. • Support OAuth 2.0. • Allow Microsoft 365 administrators to authorize the application. • Allow ChatbotX to be installed as a Teams application. • Support 1:1 conversations. • Support group chats. • Support Teams channels. • Receive messages sent to the bot. • Support @mentions. • Send automated responses. • Maintain conversation context. • Maintain conversation history. • Support rich cards and interactive messages where available. • Support human-agent handoff. • Support proactive messages/notifications where permitted by Teams installation and permissions. • Allow administrators to associate a ChatbotX chatbot with a Teams installation. • Allow administrators to disconnect or uninstall the integration. Permissions The integration should request only the minimum permissions required for the selected functionality. The implementation should support the appropriate: • Microsoft Graph permissions. • Microsoft Entra ID permissions. • Microsoft Teams permissions. • Resource-Specific Consent where applicable. • Messaging permissions. • Application installation permissions where required. • Administrative consent where required. Technical Requirements • Use official Microsoft Teams and Microsoft Graph APIs. • Implement a Teams-compatible bot. • Implement Microsoft Entra ID / OAuth 2.0. • Securely manage access and refresh tokens where applicable. • Implement webhooks/change notifications where required. • Handle Microsoft API rate limits. • Implement retry mechanisms. • Prevent duplicate event/message processing. • Maintain tenant-level data isolation. • Log authentication, API, and integration errors. Acceptance Criteria 1. An administrator can install ChatbotX in Microsoft Teams. 2. The required permissions can be authorized. 3. An administrator can associate a ChatbotX chatbot. 4. Users can communicate with ChatbotX from Teams. 5. ChatbotX receives and processes messages. 6. Responses are displayed correctly in Teams. 7. The bot can respond to supported @mentions. 8. Conversation context is maintained. 9. Data from different Microsoft 365 organizations/tenants remains isolated. 10. Administrators can revoke or remove the integration.

Connect your WooCommerce store with ChatbotX through a native integration, alongside our MCP support. Sync products, customers, and orders, and use your store data to power AI Agents, Flows, and automated conversations. Create personalized shopping experiences and automate customer support and sales directly through your chatbot. Learn more about MCP: https://chatbotx.io/docs/ai-agents/mcp-servers

The platform shall provide a complete communication recording, capture, preservation, archiving and intelligence layer for meta interactions. Every supported WhatsApp communication must be captured together with its original content, contextual information, metadata, attachments, participants, timestamps and associated events, while maintaining the integrity and traceability of the original record. Communication Capture The system shall capture, where supported by the WhatsApp integration and applicable APIs: Incoming and outgoing messages. Individual and group conversations. WhatsApp Business conversations. Text messages. Voice messages. Audio files. Images and videos. Documents and other attachments. Stickers, emojis, reactions and shared links. Replies and quoted messages. Message edits and deletion events when available. Message delivery, sent, delivered, read and failed status. Voice calls and call recordings when supported. Video calls or video communication when supported. Conversation transfers and escalations. Automated and human-agent interactions. Captured communications must remain associated with the corresponding conversation and participants. Complete Communication Metadata Each communication record shall contain structured metadata, including, when available: Unique communication ID. Conversation/session ID. Message ID. Parent or referenced message ID. Channel. WhatsApp business account. Sender identity. Recipient identity. Agent/user identity. Customer/contact identity. Phone numbers. Direction. Message type. Media type. File information. Date and time. Time zone. Delivery status. Read status. Call duration. Call direction. Participants. Queue. Campaign. Department. Team. Agent group. Customer/account ID. CRM reference. Case/ticket ID. Tags. Custom fields. Conversation status. Recording reference. Transcript reference. AI-analysis reference. Retention policy. Compliance policy. Storage location. Integrity/hash information. Creation, modification and archival events. The metadata must remain linked to the original communication throughout its lifecycle. Conversation Reconstruction The system shall reconstruct the complete chronological conversation, preserving message order, timestamps, participants, replies, attachments and communication events. Users with appropriate permissions must be able to view a conversation as a complete timeline rather than as isolated messages. The system should also maintain relationships between messages, replies, quoted messages, files, recordings, transcripts, cases and customer records. Recording and Evidence Preservation Original communications and recordings shall be preserved separately from derived information such as transcripts, summaries and AI analysis. The system shall support: Encryption at rest and in transit. Immutable or tamper-evident storage options. Integrity verification. Retention policies. Legal hold. Controlled deletion. Audit trails. Version tracking. Access control. Evidence export. Administrative controls. Data lifecycle management. Any AI-generated or manually generated information must not overwrite the original communication. Audio and Video Processing Where audio or video is available, the system shall support: Original media preservation. Automatic transcription. Speaker separation. Speaker identification where available. Timestamp synchronization. Language detection. Multiple languages. Searchable transcripts. Audio/video playback synchronized with transcripts. Download/export according to permissions. AI analysis of the communication. AI Transcription and Conversation Analysis The system shall provide AI capabilities for supported WhatsApp communications, including: Automatic transcription. Conversation summarization. Key-point extraction. Topic identification. Intent detection. Entity extraction. Sentiment analysis. Emotion indicators. Customer intent. Customer objections. Customer requests. Action-item detection. Follow-up detection. Resolution detection. Escalation detection. Risk detection. Compliance detection. Sensitive-information detection. Automatic categorization. Automatic tagging. Conversation classification. AI results must reference the underlying message, recording or transcript whenever technically possible. Natural-Language Search Authorized users shall be able to search communications using both structured filters and natural-language queries. Search must be capable of using: Message content. Transcripts. Customer information. Agent information. Dates. Participants. Phone numbers. Tags. Conversation type. Sentiment. Intent. Topics. AI classifications. Attachments. Metadata. Calls and recordings. The system should allow queries such as identifying conversations containing specific topics, complaints, requests, payment-related information, compliance events or unresolved customer issues. AI-Based Quality Management The system shall provide configurable AI-assisted quality analysis for conversations. Administrators shall be able to define evaluation criteria such as: Required greeting. Customer identification. Authentication. Required disclosures. Response time. Accuracy. Professional communication. Empathy. Resolution. Compliance. Sales procedures. Escalation procedures. Closing procedures. The system shall generate configurable quality evaluations while maintaining the original conversation as the source record. Compliance and Sensitive Information The platform shall detect configurable categories of sensitive information, including personally identifiable information and payment-related information. Depending on organizational policy, the system shall support: Detection. Masking. Redaction. Restricted access. Alerts. Retention policies. Compliance classifications. Audit logging. Redaction must not modify the preserved original record when regulatory or evidentiary requirements require original-content preservation. Automated Alerts Administrators shall be able to configure automated rules based on: Keywords. Phrases. Customer intent. Sentiment. AI classifications. Compliance events. Sensitive information. Risk indicators. Customer complaints. Escalation events. Agent behavior. Conversation duration. Other metadata. Alerts may be delivered through the platform, email, webhooks or supported external integrations. Customer Communication History The system shall maintain a unified communication history for each customer. The history should allow authorized users to access: WhatsApp conversations. Messages. Attachments. Voice messages. Calls. Recordings. Transcripts. AI summaries. Customer intents. Previous cases. Tags. Notes. Agent interactions. Escalations. Compliance events. The communication history shall be searchable and chronologically organized. Reporting and Analytics The system shall provide dashboards and reports covering: Number of conversations. Messages. Calls. Recordings. Response times. Resolution rates. Conversation duration. Agent activity. Customer sentiment. Topics. Intents. Complaints. Escalations. Compliance events. AI classifications. Quality evaluations. Customer trends. Reports shall support filtering by date, agent, team, department, campaign, customer, WhatsApp account and other available metadata. Audit and Traceability All relevant actions shall be auditable, including: Communication capture. Access. Playback. Download. Export. Search. Modification of metadata. Retention changes. Deletion. Legal hold. Redaction. AI processing. Administrative actions. Audit records shall include user, action, timestamp, affected record and relevant contextual information. API and Integration The platform shall expose secure APIs for authorized systems to retrieve and process: Conversations. Messages. Recordings. Attachments. Metadata. Transcripts. AI analysis. Tags. Customer information. Audit records. Compliance information. The architecture should support integration with CRM, helpdesk, contact-center, analytics, storage and business-intelligence systems. AI Traceability AI-generated results must remain distinguishable from original communication data. For each AI-generated result, the system should retain, where applicable: AI operation. Processing date and time. Model/version. Input reference. Generated result. Confidence or reliability indicator when available. Source communication. User or system that initiated the operation. AI results must be treated as derived information and must never replace the original communication record. Extensible Communication Architecture The recording and intelligence architecture should not be limited to WhatsApp. The same framework should be designed to support additional channels in the future, including: Voice. SMS. Email. Webchat. Video. Social messaging. Other messaging platforms. All supported channels should use a common communication model for recording, metadata, archiving, search, AI analysis, compliance, reporting and auditability. The objective is to provide a unified, searchable and auditable communication repository in which the original WhatsApp communication, its metadata, associated media and all derived AI intelligence remain connected throughout the complete communication lifecycle.

Add a Google Business Profile integration that allows businesses to connect their Google Business Profile locations with ChatbotX and manage supported customer interactions, reviews, and business information from a centralized dashboard. Objective Allow businesses with one or multiple Google Business Profile locations to connect their profiles to ChatbotX and use AI-powered tools to monitor customer feedback, analyze reviews, generate responses, and manage supported business profile information. Functional Requirements • Connect a Google Business Profile account securely. • Authenticate using Google OAuth 2.0. • Allow administrators to select one or multiple Business Profiles/locations. • Support businesses with multiple locations. • Retrieve supported Google Business Profile information. • Synchronize customer reviews. • Detect new reviews automatically. • Display: o Customer name o Rating o Review text o Location o Date o Review status • Analyze reviews using ChatbotX AI. • Detect sentiment and intent. • Categorize reviews by topic. • Identify recurring customer issues. • Generate AI-powered suggested responses. • Allow administrators to approve, edit, and publish responses where supported. • Maintain review history. • Search and filter reviews. • Notify administrators about new reviews. • Trigger ChatbotX workflows based on review rating or content. • Support management of supported Business Profile information. • Allow administrators to manage multiple locations. • Provide integration status and synchronization logs. • Allow administrators to disconnect the Google Business Profile integration. AI Features ChatbotX should be able to: • Analyze customer sentiment. • Classify positive, neutral, and negative feedback. • Detect complaints and recurring issues. • Identify feature or service requests. • Generate personalized review-response suggestions. • Adapt responses to the business's tone of voice. • Detect frequently mentioned products or services. • Generate summaries of customer feedback. • Provide location-level feedback summaries. Technical Requirements • Use official Google Business Profile APIs. • Implement Google OAuth 2.0. • Securely store access and refresh tokens. • Support multiple Google Business Profile locations. • Implement API rate-limit handling. • Implement synchronization and retry mechanisms. • Prevent duplicate review processing. • Maintain location-level data isolation. • Log authentication, API, and synchronization errors. • Handle revoked permissions and expired tokens. • Respect Google's API policies and available permissions. Review Management The integration should allow administrators to: • View reviews in ChatbotX. • Filter reviews by location. • Filter by rating. • Filter by date. • Search review content. • Generate AI responses. • Edit suggested responses. • Approve responses. • Publish responses through the official API where supported. • Track response status. Analytics Provide analytics such as: • Total reviews. • Average rating. • Rating distribution. • Review volume over time. • Sentiment distribution. • Most frequently mentioned topics. • Recurring customer complaints. • Location-level performance metrics. • Response activity. Acceptance Criteria 1. An administrator can connect a Google Business Profile account to ChatbotX. 2. The administrator can select one or more business locations. 3. ChatbotX can synchronize supported business profile data. 4. New reviews can be synchronized automatically. 5. Reviews can be analyzed using ChatbotX AI. 6. ChatbotX can generate suggested review responses. 7. Administrators can edit and approve responses. 8. Supported responses can be published through Google's official API. 9. Multiple locations can be managed from the same ChatbotX account. 10. Administrators can filter and search reviews. 11. Review analytics are available. 12. Authentication and API errors are clearly reported. 13. The integration can be disconnected securely. Important Note The implementation should use only the capabilities and permissions officially available through the Google Business Profile APIs. Features that Google does not expose through its public APIs should not be assumed to be available.