Livechat future features

I'll use this issue to track the progress of the upcoming features of livechat:

Main features

• Display a form to send an email when there is no online operators
• Chat transfer (from an operator to another)
• View all livechats sessions by an dapartment manager (restricted by departament permissions)
• Improve triggers with:
  • More than one trigger at a time;
  • Add more conditions;
  • Add more actions;
• Shortcuts for agents
• Support to visitor send images
• Dashboard (what kind of information should be displayed here?)
• Ability to see what visitor is typing before he/she sends the message (on/off toggle)
• Integration with external CRM (create leads, opportunities, activies, etc)
• External API to be used by the website who adds livechat widget (please follow #1842). Possible functions:
  • visitor:
    • get information about visitor: name, email, IP, etc
  • window:
    • open/close window
    • set size
    • set position
    • open the pop-up
  • events (with callbacks):
    • start/stop chatting
      • possibility to override some information (like agent, department, etc) inside the start callback
    • open/close window
    • send pre-register form
  • ...

Missing features from main Rocket.Chat app

• oEmbed (with file upload visualization)
• Agents avatar updates (needs to auto-update avatar image on livechat)
• Autolinker
• User is typing indicator

Wanted/planned features (needs discussion)

• different queue types (round robin, offer to all agents, pick the less busy agent, etc)
• queue statistics integration - ability to monitor ongoing average queue waiting time, and be able to access the statistic from the templated greeting ... enabling greeting such as thanks for joining LiveChat, due to holiday season demand, you may have to wait up to 4 minutes 31 seconds and 8 jiffies for the next agent
• skillset based routing/queuing (agent profile) - maintain a skills profile with each agent, such as can speak spanish, knows golang programming, up-market sales team or expert with Citibank gold card program; then allow routing/queuing of incoming based on skillset ... after initial qualification from a greetings template
• video/voice calling
• distributed routing via federation - ability to route an incoming between independently running LiveChat servers (perhaps via federation?)

Any feature request can be posted here.