Admin Experience

Using AI to determine if messages agents are drafting to send violate key quality assurance metrics, create confusion, or otherwise may result in a low customer satisfaction for that conversation (DSAT). Simple things like tone, grammar/ spelling ...

This is useful since members of my sales team want to make sure that we get our direct communications, but I'd like the new group emails to go to the next available rep. I have a team that mixes both direct and group emails.

This is doable in Outlook, as we can't allow users to share their inbox with other team members. The ability to block "delegation" permissions would allow us to maintain this security posture.

Allow shared message templates to be created that can be used across multiple Workspaces. This saves admins from needing to duplicate message templates.

Today teammate Groups can be used to grant access to a Workspace with the default access role. This means that if an admin wishes to grant any other role with a teammate Group, they must assign it to users individually. This can becomes messy and ...

Have the option to be notified/export audit logs. This can be via webhooks and/or a dedicated API endpoint. This is useful for: Monitor changes in workspace configuration on internal dashboards Add logs into SIEM platforms like Sentinel

Today, teammates have the flexibility to change many preferences and customize their experience. However, in some cases, admins may want to lock the value of some of these preferences in order to create a consistent customer experience and ensure ...

User activity should be visible to admins (Log on/Log off times, changes from Available to Busy).

Have a warning banner appear alerting sender from sending a message when emailing an external email domain. Much like this gmail functionality: https://support.google.com/a/answer/7380041?hl=en

From Company settings > Teammates, allow the list of teammates to be filtered by certain attributes. Please leave a comment with details on what you would like to filter on and for what purpose.