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Message templates - variable in Subject field

Today we can only insert message template variables in the body. The goal here is to be able to use variables in the subject field (optional field) of message templates.
about 1 month ago in Admin Experience / Message templates 0 Backlog

Ability to restart and/or go back in chatbot flow

It would be helpful to have the ability for the chat visitor to be able to restart the chatbot flow at any time or to go back to an earlier step in the chatbot flow in the chat widget.
6 months ago in Chatbots 2 Planned

Allow drafts to be tagged

The ability to tag drafts would be useful so that the user is allowed to "sit" on an email for a while, and not forget to tag it after sending. Currently, the only way to apply a tag to a draft is to schedule it for sending later, and then cancel ...
8 months ago in Shared drafts 1 Backlog

Salesforce integration - Send Email to Salesforce - Log to Opportunity records

Customers wany to be able to use the Send Email to Salesforce rule action to log emails to Opportunity records. More discovery would be needed to understand how feasible this is. https://frontjira.atlassian.net/browse/PB-7640
19 days ago in Existing integrations 0 Backlog

Ability to add an assignee/owner for knowledge base articles

Have articles assigned to a teammate or teammate group so that the responsibility of keeping the article up to date is clear (like assigning, but for articles)
about 2 months ago in Knowledge Base 0 Backlog

Allow a conversation to remain assigned if moved to a different team inbox

When moving a conversation to a new team inbox, it is currently unassigned, even if the assignee is part of that team inbox. This is not ideal in situations where either it just needs to be moved, but not reassigned to another person, or more spec...
10 months ago in Core Product Experience 2 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.
9 months ago in Core Product Experience 4 Backlog

Ability to send WhatsApp message to more than one person at a time

No description provided
about 1 month ago in Existing integrations 0 Backlog

Chatbot Analytics

Ability to view analytics related to chatbots, including: Drop-off rate by path / step Path analysis (which paths are most visited) Deflection rate CSAT score First reply time Average resolution time
6 months ago in Chatbots 0 Planned

Knowledge Base: More customization options

Today, knowledge base allows for basic customizations of the website. What are additional customization options that are important to your company? [Please leave comment below] adjust grid layout / density of categories drag & drop article reo...
2 months ago in Knowledge Base 2 Backlog