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Show suggested articles in email composer when responding to customers

Receiving suggestions for KB articles to include in an email reply email in the Front composer (based on keywords, AI, etc.)
8 months ago in AI / Knowledge Base 0 Backlog

Allow users to split non-email conversations

For many third-party channels, messages and call logs tied to one contact thread in one long conversation, which can be messy for users. The ability to split these messages into new conversations will help to organize their communications better i...
4 months ago in Core Product Experience / Developer Platform 0 Backlog

Configure the sidebar to show teammates who are "available"

Would help large teams be able to see exactly who is online, especially when the teams all have different starting times and work across the globe.
about 1 year ago in Core Product Experience 4 Backlog

Adding Helpcenter.io as a supported knowledge base for Importing Articles

We're migrating from helpcenter.io and I love the migration and import features but since helpcenter.io is not supported it's going to make it a much more manual process.
26 days ago in Knowledge Base 0 Backlog

Ability to recognize out of date KB articles and set expiration

The ability for KB to recognize when an article has been unused for a certain period of time. Also, the ability to set an "Expiration" time on articles, so after that period of time, the admin will get a notification to modify the article
8 months ago in Knowledge Base 0 Backlog

Increase the limit of custom fields

Custom fields are currently limited to just 50. We would like to increase this to store additional customer data to trigger workflows and surface relevant context to our team
8 months ago in Contacts / Custom fields / Developer Platform 0 Backlog

Rules action - Merge contacts

Rule action to merge the contact to an existing one (for channels that are not emails, using a different handle like chat).
2 months ago in Workflows 0 Backlog

Multi-language support / localization for Knowledge Base

It would be a great idea to add an option of localization for the knowledge base. Since it can be used as an FAQ for customers, many of them don't speak English. Instead of creating many Help Centers, we could basically click on the article/sectio...
7 months ago in Knowledge Base 3 Backlog

Integration with 3CX - telephony system

3CX is a popular telephony solution, particularly in EMEA
4 months ago in Developer Platform 0 Backlog

Collect date fields in chatbots

A customer requested that dates be collectible in chatbots as their business revolves around booking reservations.
about 2 months ago in Chatbots 0 Backlog