Heyo Feedback
AI-assisted replies (draft + auto-answer modes)
PlannedLet AI help answer visitor messages — either by drafting replies for the agent to review, or by auto-answering common questions directly. Two modes: Draft mode: AI writes a suggested reply based on your knowledge base + past conversations. You review and send (or edit). Saves time on repetitive questions without losing the human touch. Auto-answer mode: AI replies directly to simple/common questions (e.g. "how do I cancel my plan?"), clearly labeled as AI. If the question is complex or unknown, it escalates to the human agent. Knowledge base: Provide your own knowledge source — docs site URL, text files, or help center content. AI uses this + conversation history to generate accurate answers. Bring-your-own API key to keep costs transparent. Tie-in with office hours: Auto-answer can be toggled on only when the agent is offline/outside office hours — so the human handles it when available, AI covers the gaps.
Visitor debug snapshot
Let Chat visitors easily share debugging context when reporting an issue. The idea: a button (or chat command) that captures a debug snapshot in one click — console logs, network errors, browser/OS info, and optionally a screenshot of the page — and attaches it to the conversation so the agent sees it immediately. Why it matters: Visitors can't describe technical issues well ("it doesn't work") Asking them to open DevTools is unrealistic Console errors and network failures are often the fastest path to a fix Screenshots show the actual state the visitor sees What a snapshot could include: Recent console errors/warnings Failed network requests (status codes, URLs) Browser + OS + viewport size Current page URL and referrer Optional screenshot of the visible page Timestamp + session/visitor ID UX ideas: Small "Report a bug" or debug icon in the chat widget Click → auto-captures everything → attaches to the conversation as a structured message Agent sees a clean summary (not raw logs) Visitor can optionally add a text description before sending
Proactive messages (auto-greet visitors on specific pages)
PlannedAutomatically send a preset message to visitors when they land on a specific page — without requiring the agent to be on the dashboard. How it would work: Define rules like "When a visitor is on /pricing for 5 seconds, send: Hi! Need help choosing a plan?" The message appears as a real chat message (not just a greeting bubble), so if the visitor replies, the agent gets notified via email/Slack/Telegram. Current state: Heyo has a "greeting message" but it only shows as static text in the widget — it doesn't actually send a message or start a conversation. Visitor alerts notify agents about page visits, but require the agent to manually intervene from the dashboard. What this solves: Auto-send a message when a visitor reaches a specific page (trigger: URL match + optional delay) Message feels human, not bot-like — ideally only fires when agent is online (tie to office hours) Starts a real conversation so the agent gets notified via their preferred channel if the visitor replies Lets you engage visitors proactively instead of waiting for them to reach out
Office hours / availability schedule
PlannedDefine working hours per agent or project so the widget automatically shows the correct online/offline/away status — without needing to keep the dashboard open. The problem: The "Always Online" setting only works while the tab is open. Agents who respond quickly via email/Slack notifications still appear offline to visitors, which discourages them from starting conversations. What this solves: Set a weekly schedule (e.g. Mon–Fri 9am–6pm) so the widget shows "online" during those hours automatically Option to show "Away" instead of "Offline" outside working hours (implies "I'll reply soon") Option to hide the status dot entirely for those who prefer no visibility indicator Combo with proactive messaging: Only trigger auto-messages during office hours, so visitors feel like they're reaching a real person — not a bot.
Visitor page history
Show the pages a visitor has browsed during their session — not just their current page, but a full navigation trail. Problem: Agents can already see which page a visitor is currently on, but have no visibility into the pages they visited before. This makes it hard to understand context — for example, did they come from the pricing page? Did they browse multiple product pages before asking a question? Knowing the visitor's journey helps agents give better, more relevant answers without having to ask. What this would look like: Navigation history in the visitor sidebar (list of pages visited with timestamps) Which page the visitor was on when they sent each message, visible inline in the chat Full URL (domain + path), not just the pathname
Support image attachments in email replies
CompleteWhen a visitor replies to a Heyo email notification with image attachments, display those images in the chat conversation. Currently images from email replies are lost.
Per-project agent profiles
PlannedAllow different agent profiles (name, avatar, role/title) per project, rather than being tied to one global Heyo user profile. Useful when managing multiple sites with different tones — e.g. "Customer Success" on a corporate site, "Community Lead" on another.
Custom user data & admin link per visitor
Let SaaS companies pass custom metadata to identified visitors (e.g. plan, company, signup date) and set a clickable admin link so agents can jump to the customer's profile in their own internal dashboard. Gives support agents instant context without leaving Heyo.
Built-in message translator
Translate incoming visitor messages to the agent's language and outgoing replies to the visitor's language, directly within the chat interface. Useful when users message in their own language and the agent doesn't speak it.
Webhooks / API events
Expose outgoing webhook events (conversation_init, message_sent, etc.) so developers can integrate Heyo with their own systems — create support tickets, sync CRM data, trigger external workflows. Similar to Stripe's event model with configurable event types.
WhatsApp integration
Receive and reply to WhatsApp messages directly from the Heyo dashboard. WhatsApp is a primary communication channel for customers in many regions (Brazil, Europe, Estonia). Allow agents to manage WhatsApp conversations alongside web chat.
Knowledge base / resource links on welcome screen
Show quick-access links (docs, FAQ, knowledge base) on the chat welcome screen before the visitor starts typing. Lets users self-serve before reaching out to an agent. Point visitors to documentation as a first line of defense.
Native mobile app for iOS & Android
PlannedPWA works but users want proper push notifications, background sync, and a native feel. Most requested feature across all conversations.