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Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
2 days ago in Insights 0 Backlog

Update metric calculation for "new" and "closed workload"

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...
2 days ago in Insights 0 Backlog

Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart)
2 days ago in Insights 0 Backlog

[customize] AI suggested replies and Ask you KB to conserve links in their answer

Today, Suggested Reply and Ask your KB are not keeping the links present inside their sourced KB article, in their answer. As a result users lose efficiency by having to find the source material and copy the link. The request is to keep the links ...
2 days ago in AI / AI suggested replies (auto draft) 0

Change sending email address for auto reply/Customer Feedback request

Summary: When creating an auto-response rule or 'Measure Customer Satisfaction' rule, it would be nice to change the sent from email address. A customer (currently in opt-out phase), has onboarded both their Support and Customer Success teams. The...
9 days ago in Auto-reply / Missing core rule actions / Rule actions 0 Backlog

Chatbot Analytics: Export detailed data

In the Chatbot Analytics report, it would be helpful to export detailed conversation data (customer<>bot messages) along with reports on whether a conversation was resolved / deflected / AI Answers used / etc.
15 days ago in Analytics Exporting Data / Analytics exports content - fields / Generic drill down (business objects) 0

Workload report: add 'Moved to inbox' metric

No description provided
17 days ago in Metrics 0 Backlog

Loops in rules to process multiple items in a list

Ability to set a looping logic for rules to process multiple items in a list. E.g. split an array to send an app request for each item in the array.
about 1 month ago in Workflows 0 Backlog

(Front desktop) Pull search results into a new window

On the macOS desktop app, I can double-click an email chain in my inbox to pop it out into its own window. I'd like to be able to do this with search results. Sometimes I search but am still sorting through the results when I need to go back to th...
about 1 month ago in Core Product Experience / Search 0 Backlog

Set default Knowledge base for p4

Currenty when a user opens the p4 KB side bar it shows the first knowlege base aviable. Users manually have to select which one they are viewing.
about 1 month ago in Knowledge Base 0