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Workflows

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238 VOTE

See how a rule works during rule creation/edition

As an Admin, I want to be able to create a rule and immediately see how it impacts my inbox while I am creating the rule, so that I don't need to wait a few days to better understand whether it's behaving in the way that I need it to behave. Pleas...
over 1 year ago in Rule management / Workflows 2 Planned

Multi-select dropdown field type for teammate answers in macros

Allow multi-select dropdown prompt type as a teammate answer option in macros, so that teammate can select multiple values in the dropdown.
8 days ago in Macros 0 Backlog
169 VOTE

Ability to copy rules

Provide the ability to copy rules instead of having to start custom rules from scratch every time and provide the ability to copy rules to other workspaces.
over 1 year ago in Workflows 5 Backlog

Macros to provide a search function in a 3rd party system to select input

When choosing a macro to perform an application request, we want the ability to search for an object in a 3rd party system to maintain inputs against, or log inputs against. Example: a prospect, Shippeo, currently have a Gmail extension that allow...
27 days ago in Macros 0

Assign Due Dates to Conversations

It would be great if a teammate could assign a Due Date for when a reply needs to go out for a specific conversation. We could tie in the Due Date with existing SLA rules, or issues notifications if the Due Date passes without a response from the ...
about 1 year ago in Admin Experience / Custom fields / Workflows 0 Backlog

Detect duplicate conversations & route them

Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...
2 months ago in AI / AI similar conversations / Workflows 1 Backlog

Macros available in Company settings

Ability to create macros at the company level, allowing them to be deployed across multiple workspaces and initiated from individual inboxes.
4 months ago in Macros 0 Backlog

Macros available in Front mobile app

This would be great for teams who are on the go and need an easy, low-risk, low-click way of kick-starting a workflow/process.
2 months ago in Core Product Experience / Macros 0 Backlog

Add "Time of the day is" as Rule Trigger

The existing time criteria all exist as conditions to rules rather than triggers. For an overnight coverage use case it would be extremely helpful to have a time-based trigger be capable of taking action on a conversation. "When the clock strikes ...
8 months ago in Time-based options 3 Backlog

Make Automatic Unassign when OOO Optional

Some users like using the snooze function. But we may have a bit of trouble if something is snoozed but reappears while the assigned person is Out of office status. Then the thread is unassigned and we can lose track of it. Not a big emergency but...
over 1 year ago in Assign 2 Backlog