Workflows

I'm building a Macro and want to provide a default value in a "Collect Teammate Answers" form. An example of how this could be used;I'm building an escalation workflow. The teammate should pick from a "Priority" enum field (High, Normal, Low) - I ...

Since chat and text are the busiest support channels, an option to set up rules so those conversations are auto-prioritized and routed to the most or first available agent would be great.

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...

Require tag rules currently apply to move and archive actions. It could be useful to offer other options: reply, comment, etc.

Allow multi-select dropdown prompt type as a teammate answer option in macros, so that teammate can select multiple values in the dropdown.

I want to create a Rule Set where one or more variables are optional. For example, a rule might match new conversations when they arrive in specified mailboxes, from specified senders, with specified words in the subject, and notify specified team...

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...

Collecting attachment as answers to specific fields while triggering a macro, for easy handoff/escalation to another team Use TIC to upload an attachment Use macro action(s) to use the attachment

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...