AI

Smart CSAT seems to consider only emails and not considering comments on conversations.If one of our users comment and say for example 'case closed could not reach user' CSAT will still apply score without considering the comments on the conversat...

It would be great to have the ability to use voice-to-text for messages. This would be a huge gain in efficiency for me, as my job requires responding to messages from drivers as rapidly as possible to minimize delays on their routes.

Extend PDF support in Workflows so the “Branch by Autopilot Answer” node can evaluate data extracted from PDF attachments and route accordingly. The primary use case is customers needing to branch workflow logic based on information contained in a...

Be able to extract and transform attachement content data to use in dynamic variables in workflows. For example: extract attachment info > use in API request to create order request in TMS

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.