We would like to see the chat widget come with built-in events (chat initiated, chat completed, etc.) that can be sent to the data layer and these events can be easily tracked in Google Analytics. Every chatbot on the market has this feature, so we can easily see chat engagement by visitor segment, etc. The current chat reports as-is are extremely difficult to even get a count on how many chats we had per month. If you're going to act like a unified inbox, then we need some better reporting and analytics.