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Hide CSAT links on WhatsApp conversations

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.
over 2 years ago in CSAT 0 Backlog

Analytics - rules - Count how many times a rule apply

Rules activity monitoring: Count how many times a rule applied
over 2 years ago in New metrics 0 Backlog

Track age of unresolved conversations

Customers who have a high volume of conversations in their inboxes want to understand "conversation aging" in their existing backlog. Specifically, for conversations that are not yet resolved, customers want to know the average age of those unreso...
about 2 years ago in Live dashboard 0 Backlog

Alerts based on metrics

My team needs to be notified once a specific tag is used by our customer support team. For example, if we receive 6 "website_issues" tag in one day, this is a critical function for our business and we would like to be notified expeditiously. Can y...
over 1 year ago in Insights / Workflows 0 Backlog

AI summarize in Analytics

No description provided
over 1 year ago in AI / AI settings / Insights 1 Will not do

Export Analytics metrics "Time spent in..."

The "Time spent in" metrics are available in the Analytics UI but not in the API or exports
5 months ago in Insights 0 Backlog

CSAT: Disallow self-ratings

No description provided
almost 4 years ago in CSAT 0 Backlog

Surface audit trail elements in the SmartQA scorecards

Leverage various criteria from audit trail to surface during QA. For instance: Who added which tags Message deletions Usage of message templates
6 months ago in Insights 0 Backlog

Default workspace for Analytics

Allow to set a default workspace on which Analytics loads. Avoids loading a workspace with lots of data, during which it's not possible to switch to desired workspace.
11 months ago in Insights 0 Backlog

Ability to see holistic context for SLA activities

When checking an SLA activity (e.g. in the right hand sidebar) such as the SLA Breach tag being applied, it would be useful to see additional contextual information such as: Whether the breach occurred within/outside business hours Whether the con...
11 months ago in Insights 0 Backlog