Workflows

Add a "description" field to rules to explain what they do, why they were created, who is responsible for their maintenance, etc.

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...

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.

Hi, I would like to have the time left before warning or breach displayed based on business hours of our teammates. For example, if a message was received 5.04 pm CET - Our business hours 9.00 AM to 5.00 PM CET. Time left is already displayed whil...

Enable workflows based on the result of a smart QA evaluation

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.

Add conversation custom fields as a filter in saved views. Today we have only 2 view filters (assignee and tags).

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.

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...

Due to an increase in phishing emails lately and a possible influx of more capable attempts with the advancements in AI tech it's important to make sure there are processes in place to catch them before they can cause issues. The idea is a new rul...