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SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
about 1 year ago in Insights / Workflows 0 Backlog

Ability to use "reply-to" fields in rules

Use the "reply-to" field for auto replies instead of the "from:" field.
almost 4 years ago in Auto-reply 2 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...
over 1 year ago in Outbound/Sequences 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).
10 months ago in Workflows 0 Backlog

"Snooze conversation" rule action

Ability to snooze a conversation from rules.
almost 4 years ago in Missing core rule actions 5 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
7 months ago in Admin Experience / Other (workflows) / Resource management permissions 0 Backlog

Be able to 'Add Conversation Subscriber' as a rule action

When a Conversation or subset of teammates need management oversight, it would be nice to be able to automatically subscribe a Teammate to a Conversation with rules. Right now, notifications serve as partially good, but when the conversation is be...
almost 2 years ago in Workflows 0 Backlog

Admins can create team vacation responders

Admins can specify when a team will be on vacation and define the dates and responder. This could be achieved by selecting certain teammates, or potentially an inbox setting.
over 1 year ago in Teammate availability 0 Backlog

Permission to manage teammate availability status

If a teammate forgets to mark themselves OOO, then it will disrupt the team's workflows and assignment rules. Today, only a company admin or teammate with 'Teammate - Invite/Manage' permission can change another user's OOO status. By adding a new ...
over 1 year ago in Increase granularity of admin permissions / Teammate availability 0 Backlog