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Ability to verify chat visitor identity using fields besides email

Currently the Chat SDK allows you to verify chat visitor identity using email only. This would allow you to verify chat visitor identity using other fields like phone number or user ID.
over 2 years ago in Live Chat 0 Backlog

Rule Insight History Link

When you go in to edit a rule, it has the "Rule Insight" on the the far right. It displays some useful information. The Rule Insight shows the date and time when the rule was last applied. If you are an admin, it would be helpful to link you direc...
about 2 years ago in Workflows 1 Backlog

Use existing message templates in chatbot flow

We already have live chat message templates that address commonly asked inquiries. We'd like to be able to use them directly in the chatbot flow instead of having to replicate them manually.
about 2 years ago in Chatbots 0 Backlog

Allow contact data clean-up to be activated independently of auto-trash feature

Our current data retention policy feature allows conversations to be automatically hard-deleted after a period of time, and then associated contact data is cleaned up when all related conversation data has been deleted. This improvement would allo...
about 2 years ago in Data retention 0 Backlog

Thread Dialpad SMS & Phone Calls from same Contacts

No description provided
about 2 years ago in Existing integrations 0 Backlog

Clearly list which tags have been added in a rule.

When creating a rule for a workspace that has many tags, the tags you've added to the rule are not easily identified. Please see an example screenshot from a customer who is having difficulties identifying the tags which have been added to their r...
about 2 years ago in Workflows 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
6 months ago in Metrics 0 Backlog

Disable 'Track sent emails' setting for all channels

Our "seen" tracker tell users when an email has been read by the recipient. It can be disabled for a given channel if it is regarded as too intrusive, however, this is not scalable if an admin wants to ensure it is disabled across all channels. We...
about 4 years ago in Admins can lock teammate-level settings / Compliance & security 0 Backlog

Shortcut integration

https://shortcut.com
about 4 years ago in New integration requests 0 Backlog

Use AI to create dynamic message templates from a base template.

A lot of times in Customer Support scenarios we have to send the same message template to the same customer which isn't ideal. I think it would be really cool if a customer could input a base for a template and then AI could sent out the same mess...
about 1 year ago in Message templates 0 Backlog