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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.
over 1 year ago in Rule actions 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...
over 4 years ago in AI / AI angel (QA before sending) / Other (workflows) / Workflows 0 Backlog

Duplicate a Macro

As a Front Admin, I want to be able to duplicate a Macro so that I can easily create a new one with similar settings, as opposed to setting one up from scratch. For example, if I want to set up the option to move into an inbox, it'd be much easier...
8 months ago in Macros 0 Backlog

Sequence updates

Update sequence functionality to provide additional information around open rate, bounce rate, etc.
over 1 year ago in Outbound/Sequences 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.
about 2 years ago in Insights / SLA / Workflows 4 Backlog

Rule sets to support dropdown custom fields

I think it would be beneficial for rule sets to support dropdown menu custom fields
3 months ago in Custom fields (smart rules) / Smart rules 0 Backlog

Manage Shifts with Teammate Groups

No description provided
8 months ago in Admin Experience / Workforce management 0 Backlog

Loops in rules to process multiple items in a list

Ability to set a looping logic for rules to process multiple items in a list. E.g. split an array to send an app request for each item in the array.
6 months ago in Workflows 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 Planned

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