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Remove internal usage from Knowledge Base analytics

It would be great to see KB anaytics without including any of our Users that are signed into Front when they view the articles. This would help us to see only the data from what our Customers are viewing/searching/clicking on
over 1 year ago in Knowledge Base 0 Backlog

Make certain sections, categories and articles on the Front Knowledge Base locked so only certain people can edit them

We have our HR policies on our knowledge base as well as team specific processes and information for training etc, and we have had to revoke certain knowledge base content creator's access to edit their team specific processes because we do not wa...
over 1 year ago in Knowledge Base 0 Backlog

Analytics based on info created after a segment is closed

At the moment, our Analytics paradigm is that you report based on context at event time (or events happening within the Analytics segment). After that segment is closed you cannot update that data anymore. For instance, you cannot add a tag and re...
over 2 years ago in Analytics - filters - General improvments 0 Backlog

Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
6 months ago in Insights 0 Backlog

Update metric calculation for "new" and "closed workload"

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...
6 months ago in Insights 0 Backlog

Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart)
6 months ago in Insights 0 Backlog

[context] AI Compose based on most recent email in the thread

I'd like AI compose to mostly focus on the last email in the thread when composing a response, instead of pulling information from the entire thread.
almost 2 years ago in AI / AI compose 0 Backlog

Include outbound (my replies) emails in "newest" sort in personal inbox

Today's Options: The "newest" sorting allows users to always get the latest email on top, but outbound emails (my replies) are excluded from being considered "new". My replies do appear on top on the "newest unreplied" sorting, but then I don't ge...
over 2 years ago in P2 display - conversation list 0 Backlog

Vacation Responder Preview

We've had a lot of feedback from the team on OOOs and Vacation Responders. In Outlook, if someone is OOO, you'll see a preview of their OOO message so you can easily copy in their coverage contact instead of waiting for the Vacation Responder to k...
over 2 years ago in Vacation responders 0 Backlog

Dialpad SMS - Send text message to multiple clients

This feature is available with twilio SMS, but it would be very useful to send the same text message to many clients and have each one sent separately in a different conversation. Similar to the way sequences work, but with text. We run a service ...
almost 2 years ago in Developer Platform 0 Backlog