All ideas

Some conversations don't need to be answered (newsletters, automations etc.). They are archived/resolved very fast and therefore skew analytics' metrics. Conversation stages offered a "no action needed" status, but are now deprecated. The "archive...

Our team uses branching rules to route conversations to the correct workflows, but once messages enter a branch, there is no option to distribute workload evenly. This creates uneven assignment, unassigned emails, and extra manual queue management...

It's hard to have a overview on low CSAT scores in the Customer Satisfaction report - especially in the account table. This would allow to quickly get a sense for customer health without digging in each account individually

The "Customer satisfaction details" table only contains details on traditional CSAT. This provides only a fraction of the knowledge about accounts

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

Summary: I’d love to have a dedicated report or filter in Front that shows all conversations archived or closed by automation rules — including which specific rule and branch performed the action. Problem: Right now, the full events export only le...

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...

It would be nice to have the option for additional views, currently it is daily and weekly, but monthly would be useful in WFM.

Sometimes having the ability to override an SLA timer is required from various actions such as: Internal customer emails OOO automated emails trigger a SLA reply but no action is needed Conversations requiring no actions During initial o...