My ideas: Smart rules

Problem: Boolean dynamic variables can't be printed in comments, so builders must hand-create string-converted variables just to display a value. Request: Allow boolean dynamic variables to be inserted directly into comments without a manual strin...

Problem Complex dynamic variables that are used in multiple rules must be individually configured in each rule/macro/playbook. Request Allow saving dynamic variables as reusable, shared components that can be imported into any rule/macro/playbook ...

Problem Attachment content cannot be extracted or processed for use in workflows, limiting the ability to transform attachment data and integrate it with downstream systems. Request Support content extraction from attachments so the data can be us...

Problem Autopilot extraction is limited to single items, making it difficult to extract unstructured lists of data to pass to downstream systems. Request Support extracting and passing lists of items with Autopilot instructions to downstream syste...

Problem Rules trigger regardless of who performs the action; unauthorized users can bypass SLAs by manually adding exclusion tags. Request Add a rule condition that triggers based on which teammate performed the action that initiated the rule. Con...

Problem Custom fields are only available at the Inbox level, requiring unique templates or signatures for each channel when dynamic content like phone numbers and names is needed. Request Enable custom fields at the Channel level so dynamic inform...

Problem Dynamic Variables don't distinguish between Busy and Out-of-office teammate statuses, limiting automation options. Request Add an [Is out-of-office] Teammate property to Dynamic Variables alongside the existing [Is available] property.

Problem Rules and macros can access timestamps from message attributes, but not the current timestamp, limiting the ability to generate dynamic tags and automate time-sensitive workflows. Request Support time-based dynamic variables (e.g., current...

Problem Contact names formatted as "last name, first name" are not parsed correctly by dynamic variables, which treat the first word as the first name and ignore the comma separator. Request Update dynamic variable parsing to correctly recognize a...

Problem When teammates change a conversation status (e.g., from Open to Waiting), they must manually assign the conversation to themselves if they want ownership. Request Add a rule action that automatically assigns a conversation to the teammate ...