My votes: AI

each Team member can view their own metrics each team member can view & comment on their own Smart QA and see all feedback.

Refresh the Smart QA setup flow to improve usability

Currently, Smart CSAT only applies to shared inboxes. However, with our business structure (and I imagine, many others), we have dedicated AMs/CSMs for certain ares of work. The same goes for our Sales team. Without the ability to Smart CSAT their...

Allow admins to configure audiences on individual articles based on user segments. Not just based on knowledge base but instead, based on the actual article or category itself. Ensure that AI autopilot or copilot replies reference the correct know...

I'm trying to build a rule that uses AI topics to send a message template response when certain topics are used. I want to send an existing message template, but add a "sent using AI" disclaimer at the end of the message. Right now, the only way t...

AI features should come to individual inboxes as well. It seems like all the features are for the shared inboxes but we have most of our interactions coming through individual mailboxes.

The use case is to have that context of whether AI was used when interpreting Smart QA results.

AI features are picking up the language from the conversation and sometimes picks the wrong one because of signatures or past messages in the thread. It would be great to be able to force the language per user, for instance wanting all results in ...