Any Improvements planned on Zoho Desk chat?

Any Improvements planned on Zoho Desk chat?

I understand that Zoho Desk chat is a version of the SalesiQ, and as such, it has a long way to go to be usuable for support purposes.

Features lacking are:
  1. Abilitity to use articles during chat
    1. the agent should have the KB articles showing up and searchable so to be able to recommend these to the customer. This is a basic requirement.
    2. More advance, introduce ZIA during chat, so to be able to suggest the best article to agent.

What are the plans for this function? Any roadmap available?



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