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CSAT: limit number of survey sent to a given customer in a period of time

Example: send a single survey per month for a given contact or account.
over 2 years ago in CSAT - journey 0 Backlog

Add internal discussions to Analytics

No description provided
about 3 years ago in Metrics by type 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
over 2 years ago in CSAT - journey 1 Backlog

CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
5 months ago in Metrics 1 Backlog

Report on individual tags

No description provided
almost 2 years ago in Analytics - Breakdown - Tags 0 Backlog

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.
about 1 year ago in Core Product Experience / Insights 0 Backlog

Global Inbox Inactivity Period

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.
9 months ago in Analytics - Conversation origin and journey 0 Backlog

Hide CSAT links on WhatsApp conversations

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.
about 1 year ago in CSAT - Customisation - Survey / CSAT - Customisation - survey - Link 0 Backlog

Ability to choose date aggregation in graphs & previous period in Analytics

No description provided
about 3 years ago in Analytics - Widgets - timeline 0 Backlog

CSAT survey: Easier rules configuration options

It’s easy to create a rule to automatically send the survey per conversation, but it requires a more complex custom setup for more advanced configuration. For example with custom fields and custom smart rules to send a survey per contact and no mo...
3 months ago in CSAT - Customisation - Survey 0 Backlog