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Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
about 1 year ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Backlog

Teammate Phone Field

We've integrated SMS into the platform, but there's no "phone" field on teammates, any plans to add those?
about 1 month ago in Admin Experience 0 Backlog

Dedicated "Merge conversations" permission

Ability to restrict "merge conversations"
4 months ago in Conversation/inbox permissions / Permissions 0 Backlog

Proactive QA (AI Seatbelt)

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 ...
4 months ago in AI / AI angel (QA before sending) / AI insights / Composer / Manage conversation content 1 Backlog

End shifts in the busy status

Set up shifts so that teammates are set as "Busy" X min before the end of their shifts, in order to allow for a smoother end of work transition. This way, teammates can finish their work without getting assigned brand new conversations that will r...
8 months ago in Admin Experience / Workforce management 0 Backlog

Admins can lock the value of teammate preferences

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 ...
almost 2 years ago in Admins can lock teammate-level settings 0 Backlog

Allow admins to bulk-set preferences

Allow admins to bulk-set preferences across a company. CSV template upload would probably work best and would not require a complex UI.
about 1 month ago in Admin Experience 0 Backlog

Show time off end date next to a teammate's name

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

Global Variable

I think it will be useful to have a place to add global variables with a predeterminate value that you can use later in the templates and the link of image in that way when a change is made to any of the link for example you only do the change in ...
about 2 months ago in Custom fields 0 Backlog

Manage Workspace role/permissions with Teammate Groups

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 ...
over 2 years ago in Teammate Groups 2 Backlog