ADD A NEW IDEA

Workflows

Showing 118

Make Automatic Unassign when OOO Optional

Some users like using the snooze function. But we may have a bit of trouble if something is snoozed but reappears while the assigned person is Out of office status. Then the thread is unassigned and we can lose track of it. Not a big emergency but...
over 1 year ago in Assign 2 Backlog

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
11 months ago in Insights / Workflows 0 Backlog

Select channel when replying or forwarding with rules

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels.
over 3 years ago in Auto-reply 0 Backlog

OOO status should allow re-assignment but no new assignments

OOO status to allow conversations that were once assigned to a teammate to be re-assigned, but no new conversations to be assigned.
over 1 year ago in Teammate availability 1 Backlog

Rules for Discussions

Adding the ability to apply rules to Discussions in the same way rules can be applied to messages in inboxes. A new trigger for "discussion is added" or something along those lines so we can auto-tag/assign/archive discussions following the same w...
over 1 year ago in Workflows 0 Backlog

Ability to use "reply-to" fields in rules

Use the "reply-to" field for auto replies instead of the "from:" field.
over 3 years ago in Auto-reply 1 Backlog

More granular permissions for rule creation

Ability to have more granular permissions when it comes to "rule creation". It would be important to have some rule templates/rule types that certain users can create
5 months ago in Admin Experience / Other (workflows) / Resource management permissions 0 Backlog

Rules action - Merge contacts

Rule action to merge the contact to an existing one (for channels that are not emails, using a different handle like chat).
8 months ago in Workflows 0 Backlog

Improved Assignment Queues

Giving Admins more confidence that no conversations are left behind thanks to rules. Front already supports queuing conversations that cannot be assigned immediately but we want to make improvements to the experience: giving Admins visibility on t...
over 1 year ago in Assign / Workflows 0 Backlog

Request to Increase Recipient Limit for Sequences

For users with a dedicated SMTP server, please consider increasing the cap for sequence recipients beyond the current 200. This would provide a smoother experience and reduce the operational burden for users who regularly communicate with larger c...
about 1 year ago in Outbound/Sequences 0 Backlog