Advanced rule conditions and actions

We want to begin using the auto replies, but it only replies back to the actual sender. Not the email addresses within CC etc.

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels. This applies to the CSAT rule template too.

Currently selecting "Keep assignments when teammate is out of office or busy" is an all or nothing decision. Currently selecting this option changes all of the following when teammates are set to Out of office or Busy: New conversations can be a...

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 ...

The current options for dealing with unwanted messages like OOO replies are limited to archiving/resolving the conversation or merely tagging the message. For shared inboxes with ticket statuses enabled, the "Archive conversation" action inappropr...

Use the "reply-to" field for auto replies instead of the "from:" field.

Allow rules to reply all instead of replying to the sender.

Giving Admins more confidence that no conversations are left behind thanks to rules. Front already supports queuing conversations that cannot be assigned immediately but we want to make improvements to the experience: giving Admins visibility on t...

Disable field editing to keep single source of truth in CRM as native sync from Hubspot or Salesforce for example are only one way batches. So if a user edits a contact field this wont be reflected in hubspot and when the next batch syncs, their c...

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound rep...