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86
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6
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3
e-discovery
0
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7
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23
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2
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4
Default channel management
3
Manage conversation content
0
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2
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2
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5
Permissions
12
Conversation/inbox permissions
3
Increase granularity of admin permissions
4
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7
Login and SSO settings
6
Make settings more granular
0
Restrictions
1
Teammate Groups
6
Teammate management
7
Admins can control more teammate settings
3
Admins can lock teammate-level settings
3
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0
Workspaces
2
AI
10
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2
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1
Client Platform
85
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1
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0
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25
Native features
42
All platforms
3
Desktop
11
Mobile
26
Contacts
66
Accessing / Organizing Data
21
Accounts Manager
8
Contacts Manager
6
Export
3
User Prompts
0
Contact data model
3
Contacts P4 Plugins
2
Onboarding data
0
Other (Contacts)
2
Core Product Experience
505
Collaborate - work together seamlessly
47
Access - what's accessible or visible to whom in P3
3
Comments / @ mentions
12
Delegated inboxes
5
Merge / privacy leaks / threading
8
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5
Compose - write efficiently with quality
126
Attachments
14
Composer
44
Internal discussions
10
Message headers / metadata
4
Message templates
24
Signatures
12
Navigate - find your work
28
Linked conversations
0
Notifications
11
P0 navigation - app switcher
0
P1 navigation - left pane
12
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24
Printing
6
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9
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93
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5
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4
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8
Calendar - other
7
Calendar View
28
Create New Event
5
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5
Managing/Updating Events
11
RSVPs
0
Scheduling Links
17
Settings
2
Triage - get to inbox 0
77
Assigning
5
Mute / subscribe
2
P2 display - conversation list
7
P3 display
17
Snooze
12
Tags
11
Developer Platform
258
Channel API
2
Core API
25
Resources
2
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0
Dynamic objects
3
Links
2
Partner Integrations
167
Existing integrations
70
New integration requests
93
Plugins
8
SDK
3
Insights
33
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0
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0
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0
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0
Team performance analytics
0
Workflows analytics
0
Analytics Exporting Data
2
Analytics API
0
Analytics API - exports
0
Analytics API - General behavior
0
Analytics API - New type of queries
0
Analytics API - reports
0
Analytics Export Formats
0
Analytics export UI
0
Analytics exports content
0
Analytics exports content - fields
0
Analytics exports content - events
0
Scheduled Reports
1
Scheduled report - customisation
1
Analytics Functionality
5
Analytics - Permissions
1
Analytics Alerts
0
Analytics Comparison
0
Analytics - comparison - period
0
Analytics - comparison - Teammates
0
Analytics Filters & Dates
0
Analytics - filters - Account
0
Analytics - filters - Date
0
Analytics - filters - General improvments
0
Analytics - filters - Inbox
0
Analytics - filters - New filters
0
Analytics - filters - Tag
0
Analytics - filters - Teammate
0
Analytics Guidance
0
Analytics Views (Tabs)
0
Analytics Widgets
3
Analytics - Widgets - distribution chart
0
Analytics - Widgets - general behaviour
0
Analytics - Widgets - Heatmap
0
Analytics - Widgets - scalar - main metrics
0
Analytics - Widgets - Tables
1
Analytics - Widgets - timeline
1
Conversation Stages
0
Real time Analytics
1
CSAT
9
CSAT - channels
1
CSAT - customisation
6
CSAT - Customisation - general
1
CSAT - Customisation - Stars
0
CSAT - Customisation - Survey
5
CSAT - Customisation - survey - Link
1
CSAT - Customisation - survey - scale
2
CSAT- Customisation - survey - answers
1
CSAT - Integration
0
CSAT - journey
2
CSAT - rule template
0
CSAT metrics and reporting
0
Direct connectors
0
Insights - Other
2
Insights - Systems
0
Insights - Systems - Ingest optimisation
0
Insights - Systems - Loading optimisation
0
Insights - Systems - stab
0
Insights - Systems - Storage optimisation
0
Metrics
8
Breakdowns and totals
1
Analytics - Breakdown - Tags
1
Analytics - totals
0
Business Hours and time measure
1
OOO - Analytics
1
Timezone - Analytics
0
Metrics - misc improvements
1
Metrics by type
4
Activity analytics
0
Analytics - Channels or third parties
0
Analytics - Calls
0
Analytics - Chat
0
Analytics - Conversation origin and journey
1
Analytics - Performance
1
Analytics - Outliers
0
Analytics - Performance - Misc
0
Analytics - Times
1
Analytics - Times - max min median
0
Analytics - Volumes
0
Message template analytics
0
Outbound analytics
1
Knowledge Base
54
Live Chat
90
Chatbots
29
Front Chat
12
Search
29
API
0
Archive
0
Business objects
0
Filters
8
Filters - Query builder
2
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1
Find the result I'm looking for
2
High level problems
0
Matching
7
Navigation
0
Search administration
0
Search Results
6
Search Ranking
1
Search result previews (P2)
1
Search sorting
2
Start the search
2
Search location
2
Suggestions
0
Top Result suggestions
0
Tech - Search performance
1
Type query
0
Systems
53
Channel management
4
Counters
3
Email channels
13
Error messages
0
Filetype support
0
Import
1
Other (Systems)
1
Other channels
17
Facebook
0
Form
0
Google Play
0
Intercom
2
Smooch
0
Talkdesk
0
Twilio
5
Twitter
0
WhatsApp
2
Parser
1
Security
6
Threading
1
Two-way sync
3
Workflows
83
Advanced rule conditions and actions
11
Assign
4
Auto-reply
5
Notify
0
Time-based options
0
Company rules
1
Links based rules
0
Load balancing
2
Other (workflows)
3
Outbound/Sequences
7
Rule actions
9
"Create new conversation" actions
2
3rd party
1
Missing core rule actions
3
Rule conditions
4
Rule library
1
Rule management
2
Rule trigger
3
Scalability/Engineering
0
Smart rules
4
Custom fields (smart rules)
2
Teammate availability
9
Views
2
Smooch
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