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Workflows

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Bulk upload Shifts

Mass changes for large teams in shifts are difficult to adjust in the product. Uploading via CSV would reduce the time needed to take these actions.
about 1 year ago in Admin Experience / Workforce management 0 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
about 1 year ago in Admin Experience / Other (workflows) / Resource management permissions 0 Backlog

Create Rule From Selected Message in the inbox

Starting the Rule Creation Process from an Example Message would Improve Workflow Given, rules are designed to manage what happens to a particular type of incoming message, it would be logical to start the process of rule create using an example m...
about 1 year ago in Workflows 0 Backlog

Improve UI to manage multiple channels in Inboxes

Each individual team could be working with upwards of 50 customers, so when we are looking to link each client email domain to one shared inbox, the current UI makes it very difficult to manage and review. Similarly for setting Rules, there is no ...
over 1 year ago in Core Product Experience / Workflows 0 Backlog

Bulk edit teammates' availability

Something team leads can use to easily toggle "available / Out of office"
over 1 year ago in Admins can control more teammate settings / Teammate management / Workforce management 0 Backlog

Add "Time of the day is" as Rule Trigger

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 ...
over 1 year ago in Time-based options 3 Backlog

Allow multiple periods of business hours in a single day

It would be great to be able to split business hours between morning and afternoon times to ensure SLAs and response times don't get impacted by team unavailability during lunch
over 1 year ago in Admin Experience / Workforce management 1 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).
over 1 year ago in Workflows 0 Backlog

Update the content of message when forwarding, replying or sending to slack with rules

Would be useful to have just the important info that the next team needs based on the information the previous team has compiled.
over 1 year ago in Rule actions 0 Backlog

Sequence updates

Update sequence functionality to provide additional information around open rate, bounce rate, etc.
over 1 year ago in Outbound/Sequences 0 Backlog