Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
Analytics to understand which links are most shared in emails to improve help center documentation
Add a native feature to extract URLs from the body of email messages and export them. This is helpful when analyzing inline links distribution to understand what are the most shared links in order to furhter improve help center documentation. Curr...
The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.
Option to stop automated responses from updating conversation timestamps
I am looking to request an option to prevent automated responses (such as templates that are sent by a rule after a period of no response) from updating the conversation timestamp so that we can accurately measure how long it has been since a conv...