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Knowledge Base API - CRUD for internal & external KBs

Build an API for both external and internal requests to: Edit an article Create new article Delete an article Get an article/category List articles/categories
about 1 year ago in Knowledge Base 0 Launched

Search keyword negation

Description: Be able to search for conversation that DON'T have a specific keyword. Exclude results containing a keyword from the search results by typing '-' before the keyword. Example use cases: Search for an open email from outside your organi...
over 3 years ago in Filters 6 Launched

Display chat metadata like location, IP address, browser, device type etc.

No description provided
over 1 year ago in Front Chat / Live Chat 0 Launched

[scale] Increase AI tag limit (allow more than 10 per inbox)

We should increase or ultimately remove the limit of 10 AI tags per inbox to allow Support teams to unlock more automated workflows and accelerate deflection. Support team uses dozens/hundreds of tags to categorize Support inquiry possible, so onl...
11 months ago in AI / AI tagging 0 Launched

[language] Add Chinese to AI Translate options

Given Chinese is one of the most commonly used language, it would be highly beneficial to us (and any other companies with a China presence) to also include Chinese as an option under Compose with AI's "Translate" function. Of all the languages av...
5 months ago in AI / AI compose / AI language 1 Launched

Chatbot Flow Previewer

It would be helpful to be able to test the chatbot flow before setting it live on our website to ensure that there are no mistakes in the flow.
over 1 year ago in Chatbots 0 Launched

Real-time dashboard of activity in Front

Create a real-time dashboard to showcase what's happening *now* in front so you can have a "captain of a ship" view of what's going on. Imagine a screen where you could see staffing, wait & response time, volume of requests, numbers of open/un...
almost 3 years ago in Real time Analytics 0 Launched

Planned vacation overriding Shifts

Admin have to edit shifts each time a teammate goes on vacation. This makes it impossible to leverage Shifts above a few dozen teammates (you have to edit them every single day to account for every single PTO). To avoid this needless management wo...
over 2 years ago in Teammate availability 4 Launched

Setting for a compact or compressed view of the conversation list so that you can see more emails at once

Have the option for a condensed view with less information density in order to see more emails on screen at once.
about 4 years ago in P2 display - conversation list 3 Launched

Easier and more discoverable search filters

Situation: It's hard to know what filtering capabilities exist. The only ways to know are: By seeing filters' syntax when clicking on a suggestion or a Search Hint or in the advanced query builder and remembering it for future usages. By opening t...
almost 2 years ago in Filters 0 Launched