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 ...

Include security-focused events on audit logs. These could include: user logins/logouts, add IP addresses to all events, MFA success/failure

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.

As a Front Admin, I want to be able manage my teammates' sidebar.

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

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

Have the ability to change a once private tag to a shared tag.

Extend the Audit Log to allow admins to subscribe to real-time notifications for critical events. When a high-impact setting is changed (e.g., enabling permanent data deletion), admins should receive an email and/or in-app alert.

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 ...

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