Workflows

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels. This applies to the CSAT rule template too.

Enhance the filtering functionality in the schedule so that the inbox filter and teammate filter are more integrated: ensure that when an inbox is filtered, only those teammates with access to that specific inbox are displayed, thereby reducing co...

Out-of-Office (OOO) messages are currently reopening tickets in shared inboxes and triggering SLA rules. This forces support teams to constantly revisit tickets, and adds unnecessary workload and frustration The system should offer a native rule a...

Hello, I was testing the 'close conversation' functionality and it can be usefull although we would like to check if we can automate this. The idea is to close a conversation after we have send the CSAT email to the user.

The existing time criteria all exist as conditions to rules rather than triggers. For an overnight coverage use case it would be extremely helpful to have a time-based trigger be capable of taking action on a conversation. "When the clock strikes ...

We have heavily adopted rule set type of rules. We use them to tag by keyword and assign by keyword primarily. We have been reaching the 500 limit and are creating new rule copies to cover more values. It would be great if we can see which values ...

This could help increase response rates on surveys by sending them only at times when people are more likely to respond. Ideally, we would like to keep the current Delay and be able to add additional criteria. For example, it would wait 24 hours a...

This would allow teams to prevent overlapping automation triggers and ensure that branching rules execute exclusively and efficiently, improving rule logic control and workflow accuracy, and maintaining feature parity with linear rules.

Hi, in long conversations, with lots of back and forth emails, we need to identify quickly and easily to which message in the conversations the SLA warning tag is applied to. Maybe highlight the message or a symbol close to the related emails but ...

Ability to snooze a conversation from rules.