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Merge conversation rule trigger

No description provided
about 3 years ago in Rule trigger 0 Backlog

Message level statusing for SLA rules

Would allow you to better define which messages are considered for SLA's and also give more control over when the SLA timer would start.
over 1 year ago in Workflows 4 Backlog

Allow a user to send a message only if certain criteria are met

There is currently no way to prevent a user from sending a message. Some examples could be: allow only if the conversation has the tag "approved" block sending to external domains if the conversation has the tag "internal" only allow account manag...
11 months ago in Rule library 0 Backlog

Assign through rules even if assignee is Out Of Office

No description provided
almost 4 years ago in Assign 0 Backlog

More SLA rule triggers

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound rep...
6 months ago in SLA / Time-based options 0 Backlog

Safety nets for agents

This is an entire family of workflows around "I want to prevent something in special circumstances" Identified use cases: - Select a default channel in certain cases (i.e. "you have to use the risk@ channel by default when in the risk inbox") - Bl...
almost 4 years ago in AI / AI angel (QA before sending) / Other (workflows) 0 Backlog

Forwarded messages from Front viewable in the Sent

We have rules that FWD to another email address, but you can't see that FWD in the sent items inbox.
12 months ago in Core Product Experience / Rule actions 3 Backlog

"Update message subject" rule action

Today you can "update conversation subject" in Front. It's great for internal visibility, but does not change the message subject.By being able to change the message subject you use when replying to a message you could for instance if the inbound ...
about 1 year ago in Rule actions 0 Backlog

Load balancing checking rule conditions again before assigning

Load balancing rule conditions are checked when a conversation *enters* the queue, but not when Front tries to assign. Ex: - Rule says "when inbound, if in inbox A, then assign load balance" - Conversation comes in inbox A, no teammate capacity, g...
about 3 years ago in Load balancing 1 Backlog

Better language detection

We use a library, this probably means looking for a better one\.
over 3 years ago in Rule conditions 0 Backlog