Workflows

Enable workflows based on the result of a smart QA evaluation

When moving a message to a new conversation, there is no base rule trigger to automate actions on the new conversation. This idea suggests adding a new item to rule triggers for when a conversation is created from a split.

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.

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

Have a new [Is out-of-office] Teammate property to use in Dynamic Variables, in addition to [Is available] which returns false whether the status is Busy or Out-of-office.

The collect teammate answer form is a really cool feature but we've encountered some usability issues when the popup opens which hinder us from using it more. We want to let our colleagues fill in quite a few fields as we are planning to take cert...

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...

Open rule templates to individual and company rules for a more seamless and accurate rollout. Example use cases: main Highway use case revolves around using the rules and macros in a personal inbox. The rules and connectors we published are only s...

It would be good to be able to sort and change the order of the various rows within the Rule Set Data for Rule Sets. We are setting up a Master Rule Set for one of our teams to auto tag and assign messages received - this will end up having a lot ...

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.