AI

Copilot supports external knowledge sources as public URLs as a source for suggested replies. The request is to support more type of external sources like:* logged in KB* Files

Problem AI features like Suggested Reply and AI Answer do not reference images and files in conversations, missing critical information needed for resolution. Request Allow Suggested Reply, AI Answer, and other AI features to use conversation atta...

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

Hello! One of the features my users would like is the ability to easily translate emails. When emails come in a different language, my team has to copy paste in a different window which takes valuable time.

Problem The similar conversations feature often returns inaccurate or irrelevant results. Request Allow users to remove incorrect similar conversation results and use that feedback to improve matching accuracy.

Its useful to get a happiness score generated because it would allow us to see how well our reps are doing at a glance without having to read through everything. A low happiness score will auto flag and we can deep dive into the conversation.