All ideas

I'd like the ability to exclude snoozed time from the Response Time Analytics. Ex: a customer emails us at 8am asking us to send an update at 2pm of the transit of their shipment. If I snooze the conversation until 2 my response time is 6 hours pl...

Currently, the Live Dashboard allows to count the snoozed conversations only for non-ticketing inboxes. For ticketing inboxes, there's no way to distinguish waiting conversations that are snoozed or not.

Ability to view the inbox and settings side by side

I'm trying to build a rule that uses AI topics to send a message template response when certain topics are used. I want to send an existing message template, but add a "sent using AI" disclaimer at the end of the message. Right now, the only way t...

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.

That would allow side by side comparisons on inboxes or other criteria instead of only timeline

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

Only allow owners of the Private Inbox to share the conversation link for conversations in a private inbox

In analytics, when I select a Parent tag, it should select all child tags automatically. Or I should be given the ability to do so.