All ideas

Ability to assign a discussion while composing one, instead of having to do it after sending it.

Admins may want teammates using an inbox to only send messages with their own individual channel. This could be because they want a consistent customer experience or in some cases to avoid sending an email to customer A from the customer_b@mycompa...

In Analytics, measure handle time for first reply only

Allowing different teammate groups to have different access levels for shared contacts

Currently there's no way to merge different paths within a chatbot flow, or to reuse content a chatbot path in multiple places within a chatbot flow. This results in chatbot flows that have multiple identical paths, which makes it difficult to mak...

Teams that deal with sensitive content that may be subject to audit are looking for a way to take a snapshot of all content (emails/comments) on a conversation so they can store it elsewhere.

The existing time criteria all exist as conditions to rules rather than triggers. For an overnight coverage use case it would be extremely helpful to have a time-based trigger be capable of taking action on a conversation. "When the clock strikes ...

Ability to export knowledge base articles