First off good product that certainly meets my needs.
Things that would make it better for me:
1) allow setting of different tones for each website you are monitoring for both the showing up, request a chat
2) allow operator to set a different name for each website that they are monitoring. So I can be greg on one site and support on another.
3) control the survey displayed based on the page the user is on, i.e. show a different survey if on page a of the site than if on page b.