All ideas

Currently exports from the analytics tab only support csv, but many users will only open those in excel which does not support regular utf-8 csv files, without corrupting non-ascii characters. Adding an export option in addition to utf-8 csv such ...

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...

Hi, in long conversations, with lots of back and forth emails, we need to identify quickly and easily to which message in the conversations the SLA warning tag is applied to. Maybe highlight the message or a symbol close to the related emails but ...

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