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Front Chat localization to support different languages

Localization in the chat widget to support different languages. Includes text & buttons in the collect customer details step in the chatbot flow, the "Start new conversation" button after the chatbot auto-archives the flow, and more.
over 3 years ago in Live Chat 13 Planned

Knowledge base article export

Ability to export knowledge base articles
about 1 year ago in Knowledge Base 2 Already available

Private comments / notes to self on conversations

Also: notes without a conversation
over 1 year ago in Comments / @ mentions 1 Backlog

Ability to "mark conversations as distinct" so that option to merge disappears?

It would be great to have a way to "mark conversations as distinct" or "keep separate" so that the option to merge disappears at the bottom of the conversation (if it's appearing to being with). We've noticed use cases where we need to keep conver...
over 1 year ago in Merge / privacy leaks / threading 0 Backlog

Integration with 3CX - telephony system

3CX is a popular telephony solution, particularly in EMEA
10 months ago in Developer Platform 0 Backlog

Customer portal for ticketing system

We are aware that we have conversation codes. But it would be nice and organized to have an internal ticketing system that queues the incoming emails and provides a ticket number to the customers and a portal our customers could access to track pr...
over 1 year ago in Knowledge Base 0 Planned

End shifts in the busy status

Set up shifts so that teammates are set as "Busy" X min before the end of their shifts, in order to allow for a smoother end of work transition. This way, teammates can finish their work without getting assigned brand new conversations that will r...
4 months ago in Admin Experience 0 Backlog

[granularity] AI summary at the contact and account levels

See a summary of conversations with a specific contact See a summary of conversations with a specific customer/account review all email correspondence with the client account list all references to the word 'transfer pricing' with date, subject he...
4 months ago in AI / AI insights / AI summary 0 Backlog

[scale] Allow multiple AI tagging rules to be applied to one inbox

I would like to be able to AI tag messages by topic and sentiment in one inbox.
4 months ago in AI / AI tagging 1 Backlog

Sort conversations list by sender

Ability to sort the conversations list by sender or "from" address. This is something that is able to be done today in Outlook, and can be key to certain users' workflows.
over 1 year ago in P2 display - conversation list 1 Backlog