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Option to stop automated responses from updating conversation timestamps

I am looking to request an option to prevent automated responses (such as templates that are sent by a rule after a period of no response) from updating the conversation timestamp so that we can accurately measure how long it has been since a conv...
about 2 years ago in Insights / P3 display 0 Backlog

Track 'seen' receipts

We often send out a test of a new email strategy / approach and it would be great to be able to measure 'opens' and 'clicks' like you can with a marketing campaign - to measure the success of various customer success or sales initiatives. I think ...
about 1 year ago in Insights 1 Will not do

Display more "oldest conversations" in the Live Dashboard

No description provided
8 months ago in Insights / Live dashboard 0 Backlog

Report on individual tags

No description provided
about 3 years ago in Analytics - Breakdown - Tags / Insights 0 Backlog

Lock down Make inbox visible to analytics button

Under inbox settings, anyone can toggle option to make inbox visible to analytics. Have had users toggle this off themselves when we want forever on. There is no way to audit this outside of seeing they are not on report so then we miss on their r...
4 months ago in Admin Experience / Insights 0 Backlog

Filter irrelevant tags out of Analytics' tag tables

The tag report shows either all tags on the filtered conversations, or only the tags used in the filter. Customer would like to define a list of tags that they filter out of the table
8 months ago in Analytics - Breakdown - Tags / Analytics - Widgets - Tables / Insights 0 Backlog

Access "Teammate activity export" via API

I regularly need to fetch Teammate Activity Export data - it would be useful to enable access via the API
4 months ago in Core API / Exports and API 0 Backlog

Track click links

I would like the abiliity to see an open rate of links we send in our emails to customers. We will be using a small set of links in our signature to all customers. The links will be to promote certain products in our business. I would like to know...
over 2 years ago in Insights / Metrics / Outbound analytics 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...
over 1 year ago in CSAT 0 Backlog

In-app analytics metrics for a specific conversation

Access the metrics related to a conversation directly in app (replies, resolution etc)
4 months ago in Insights 0 Backlog