Restrict employee permissions

The only options are Employee and Admin Employees can delete entries Suggestion: Add new group (experts) Employees: View calls and move them to status Edit contacts Experts: Delete calls and contacts Admin: As before Settings, tasks, style, and wiki Or individual rights assignment per self-created group

API expansion for creating contacts

Employee Recognition: Fuzzy / Alternative Spellings

Petra often mishears the names of the employees customers are looking for or can’t find the correct spelling. As a result, she tells the customer that the employee isn’t on the team. This could be remedied by performing a fuzzy match on the names and having Petra ask whether the customer means the employee whose name matches the result (e.g., “Schmied” requested, “Schmidt” understood; Petra suggests “Schmied”). Also: If Petra consistently misspells a staff member’s name the same way, it would be helpful to be able to store a “phonetic” spelling for that name. For example,“Adamczyk” could be stored as “Admschick” and “Adamzick.”

Export calls as Excel (.xlsx) files – including transcripts

**Problem / Use Case** Customers want to analyze their calls outside of HalloPetra—specifically, they want to review **caller and call rates** (e.g., how many calls per time period, per caller, status/transfers) as well as the **call content (transcripts)**. Currently, there is **no export option** in the call overview—so the data must be copied manually, which makes analysis practically impossible. **Desired Solution** An **export of the call overview as an Excel file (.xlsx)** directly from the dashboard. Ideally, this should include: - the call list (date/time, caller, duration, status, forwarding, etc.) for call rate analysis - the corresponding **transcripts** for each call - the currently applied filters (time period, etc.) A true .xlsx file (instead of CSV) makes direct processing in Excel significantly easier (clean columns, no umlaut or separator issues). **Benefits** Customers can create their own reports and analyses (call volume, availability, topic analysis via transcripts) without having to compile the data manually. **Origin** Customer request – Montum Group (Lars Thon).

Outbound Calling: Petra proactively calls customers

**Request (Client: Paul Lebsack):** Petra should not only be able to answer calls, but also make **outgoing calls** herself—for example, to call customers back or actively reach out to them (“full steam ahead”). **Problem / Use Case:** Currently, Petra handles only incoming calls. Matters that require a callback (open inquiries, scheduling appointments, follow-ups) must be handled manually by the team. The client would like to delegate this task to Petra. **Desired Process:** When creating an outbound task, it should be possible to provide Petra with all the necessary information: - **Purpose / Request** of the call - **Date of inquiry** - **Phone number** - **Email** - **Additional information** (e.g., from a previous initial call) - Predefined **greeting** **Benefits:** Callbacks and follow-up calls are automated instead of manual → less work for the team, faster response for the customer, no “forgotten” callbacks. **Open (still to be clarified with the customer):** automatic callback after an inbound call vs. a manually initiated call list/campaign; triggers (dashboard click, schedule, from within an existing call). _Note: Internally, there is already a concept page titled “Proactive Outbound Calls by Petra.”_

Itemized bill

In order for the accounting department to be able to check the invoice correctly, an itemized bill should be visible each month so that the invoices can be checked. This should ideally be included with the invoice in the PDF. As with a telephone bill

Go to Mail

Is it also possible to set a field to "Do not sort" but still prepare feedback? Otherwise, I'll have to search for the emails

Conversation History

When I view the conversations, I get the impression that Petra and the customer are talking at the same time, or that Petra is too slow because the customer is already interrupting her...???

Conversation Transcript: Improved Readability / Visual Separation in the New Design

**Problem / Use Case** Since the new design was implemented, the call transcript has become significantly harder to read because the visual layout has been removed. Users regularly review the transcripts to follow along with calls—this was faster and clearer with the old layout. **Desired Outcome** The transcript should once again be comprehensible at a glance—in particular, there should be a clear visual separation between the speakers (caller vs. Petra) and between individual contributions (e.g., through alternating blocks/backgrounds, clearer speaker identification, and more spacing). **Benefits** - Faster, more pleasant review of conversations in everyday use - Fewer errors in determining “who said what” - Maintain the modernized design without sacrificing readability **Context / Origin** Customer feedback from Elisa Dürr (Andreas Lutz GmbH), forwarded via Support. The customer suspects that similar feedback already exists—bundle votes/duplicates if necessary.

Send quotes via Petra & have customers sign them digitally

**Problem / Use Case** In a small business, the quote workflow takes up a lot of office time: sending out quotes, following up by phone, waiting for the signed copy to be returned, and filing them away. The administrative staff is stuck in a manual back-and-forth. **Idea** Petra sends quotes directly to the customer and has them signed digitally—the approval process (including the return of the signed document) runs automatically. This is closely integrated with appointment scheduling: once the order is approved, the appointment is scheduled immediately. **Value** - Less manual effort for the administrative staff (no more sending, following up, or filing) - Faster order approval → shorter time to the appointment - Supports the “administrative staff thesis”: fits directly into Track 2 “Office” of the product vision (quotes/orders/documents) and complements the already planned appointment scheduling (Track 1) **Request** Several companies have requested this (including Thorsten Hungerland Sanitary and Heating Technology) — submitted via Support/Sales. **Open / To Be Clarified** - Which signature procedure (legally compliant / eIDAS-compliant required?) - Should the signed quote be automatically sent back to the ERP/CRM? - Which channels should be used for sending (email, WhatsApp)?

Make phone numbers copyable

iCloud Calendar Sync

When will it be possible to synchronize icloud.com calendars? I can't work with Microsoft and Google calendars.

Check street names. Check street directories.

Petra often recognizes street names more or less correctly, but only more or less. However, there are street directories available online that can be used to verify the spelling of a street based on its ZIP code. If necessary—if the spelling recognized by Petra isn’t listed under that ZIP code—the system can then use similarity searches or ask the caller for clarification.

Route planning when making appointments with Petra

For sensible scheduling, it is important that Petra looks at the appointments before and after a gap in the calendar and plans a route so that she can discuss sensible appointments with callers. Petra cannot make appointments for us as long as route planning is not available, so that employees are not sent all over town by Petra's appointments, or our staff have to constantly change the appointments made by Petra.

Employees in multiple departments

Can an employee be added to multiple departments? There are overlapping affiliations. In addition, there is an emergency service group in which various employees are additionally included.

Sparing space

We know an area from website editing in which what has been created is displayed without being published. A room / area in which you can test the scenarios from emergency service, customer call to appointment scheduling yourself.

Statistics | Evaluations

It would be good if we could use HalloPetra to analyze statistics on what percentage of callers hung up, how many were forwarded to which employees, etc. So basically, a statistics dashboard to track the acceptance rate of employees, for example.

Contact column

It would be useful to add an additional column called "Contact group" to the contacts. This would allow you to quickly see whether a contact (added by Petra) has already been assigned to a contact group (e.g., customers). (An alternative would be a button labeled "Show only unassigned contacts," for example.)

Call Filtering Options

It would be great to have another filtering option for calls that allow us to filter out multiple calls from the same number or name—even if the caller is unknown. It would also be helpful to be able to see at a glance or filter whether a call forwarding was successful or not.

Call status

Hello, Petra team, I have a question/request regarding the call dashboard: When Petra successfully forwards a caller to an employee, the call appears in the call dashboard with the status "New." This leads to our team alerting each other about missed calls that were not actually missed. Can successfully transferred calls be automatically marked as "Completed" or "Transferred"?

Ticket system

Many of our customers often call us several times about a problem. Is it possible for Petra to assign an order number when a fault is recorded and also inform the customer of this and for Petra to provide feedback on processing when the customer calls again? e.g.: Customer XY reports a fault. The call is set to "Handed over to technician" at Petra. If the customer now calls again, Petra can inform the customer that the order is being processed.

Petra as a WhatsApp chatbot

A Petra chatbot for WhatsApp Business would be great. We have already tried out a chatbot like this for our WhatsApp Business account, and it worked really well and reduced our workload. But we would be delighted if this were possible with Petra in the future, so that we only have to feed data into one AI system rather than two different systems as is currently the case.

Improvement of speech recognition, especially for names

Unfortunately, Petra often misunderstands names. This also happens with relatively easy names. In any case, names should be checked against the stored contacts.

HelloPetra APP

I would love to have a HalloPetra app that would allow me to give Petra instructions on the go, right from my smartphone. Since I travel a lot, this would be very helpful. Currently, this is not possible at all on a smartphone browser, so I have to remember all the instructions or write them down and then laboriously enter them later on my computer or laptop. I think an app would be the right tool for this.

Correct gender based on (traditional) first names

... if that's still appropriate... I have noticed on several occasions that a first name was recognized as female, for example, but the person was then addressed as "Mr."Perhaps Petra could learn at least the classic/common first names from lists of names and then address people correctly.

Petra should be able to access the maintenance module in Taifun and request appointments for all existing customers in a month and enter them in the maintenance technicians' calendar.

Music during call forwarding attempt

It would be good if music were played during the attempt to transfer a call to an employee (e.g., background noise changing to an elevator). Currently, callers are often confused because there is silence or only normal background noise can be heard. It would also be good if Petra's response time were faster; it is often not clear whether she has understood you or what she is doing.

When forwarding employees, provide a summary of the call in advance

If a call is forwarded to an employee, it would be great if Petra could inform the employee about the call in advance

Chatbot

A Petra chatbot for the website would be great. Regards Simon

Real-time display of call minutes used

A real-time display of how many minutes of the total volume have already been used.

Absences by the hour

Only whole days can be defined for absences. We would also like to be able to define only hourly absences (e.g. internal training from 15:-17:00)

Reaction from Petra when forwarded (if target person cannot be reached)

Status Quo Petra answers and connects with target person The call is forwarded -> but the target person cannot be reached Petra answers again -> Problem Petra restarts the call and does not recognize the caller (result: callers are frustrated) WISH: Petra should recognize that the target person is obviously not available and then ask if someone else can help or if a note should be created.

Self-created form

Self-created forms for sending after a call

Evaluation of the data

A statistical evaluation of the calls would be helpful, e.g. how many calls are received per day, month, time or day of the week. This would help to identify peak times and optimize availability.

Contacts incl. company name

Please add a field for the company name to the contacts. This makes it easier to distinguish between several contacts calling us on the same number and to route them better. In addition, Petra sometimes enters a first name that was not mentioned at all. However, leaving the "First name" field empty or blank is not accepted (error message).

Forward emails to Petra

Petra processes the e-mail automatically and, in addition to a suggested reply, also directly writes suitable actions such as a callback to arrange an appointment

2 Note functions

Idea: If you could store the calls in the dashboard with 2 note functions, the calls could be answered by Petra when the customer calls again. One for internal notes (...tried to call.....Email written.... Material ordered...) and a second one that Petra can access if the customer calls again. E.G.: Customer asks for an order, we try to call back, don't reach the customer, write a note about the phone call (material arrives in the coming week), the customer calls back and Petra can access our note........