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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.
about 1 year ago in Rule actions 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...
9 months ago in SLA / Time-based options 0 Backlog

Sequence updates

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

Merge conversation rule trigger

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

SLA rule testing

We would need to be able to test SLA rule on some conversations. Same as we can do with other rules set up. It will help to understand why one the condition set up does not work specially when you have lots of conditions and words.
2 months ago in Workflows 0 Backlog

Custom fields for Channels

While custom fields are currently enabled on the Inbox level, having these fields enabled a step further on the Channel level – the actual email customers use for example – would allow you to dynamically insert phone numbers, names, and other impo...
about 2 years ago in Custom fields (smart rules) 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...
over 3 years ago in Load balancing 1 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.
almost 2 years ago in Workflows 4 Backlog

Retroactive rule

When a rule is created, the end user should be given the option to apply this rule to conversations in the open state in the inbox if they meet the conditions.
almost 4 years ago in Rule management 0 Backlog

Create an ALL view, which shows you conversations that are in certain shared inboxes + conversations in your private inbox

No description provided
over 1 year ago in Core Product Experience / Views 0 Backlog