Workflows

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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...

almost 2 years ago in Custom fields (smart rules) 0 Backlog

2 VOTE

Line break support for Text column type in rule sets

Add line breaks in Text column type in rule sets, so that it can be properly formatted in actions like adding a comment.

5 months ago in Rule actions 0 Backlog

16 VOTE

Merge conversation rule trigger

No description provided

over 3 years ago in Rule trigger 0 Backlog

6 VOTE

Notify action to rule templates

Adding a "notify" action to rule templates in the new rule library

over 1 year ago in Notify 0 Already available

8 VOTE

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

17 VOTE

Assign through rules even if assignee is Out Of Office

No description provided

almost 4 years ago in Assign 0 Backlog

4 VOTE

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

17 VOTE

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

2 VOTE

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

4 VOTE

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

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