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AI Knowledge is an integral component of effective AI systems, however today AI Knowledge can only be distinguished by Workspaces. For users with multiple customer segments or types that require different knowledge but do not want to split effort ...

Summary We have the need to be able to send and receive client documents and need encryption on those emails More background from customer We work alot with the government, and other proprietary companies who will always send their emails encrypte...

Hello Can we extend the vacation responder so you can set one responder for internal and another for external. We often need to provide different responses to the inside and outside of the organisation.

Currently, when an automated action fails, it does so silently, without showing any details anywhere in the app, either to teammates in the conversation or to admins through a log. Showing this information in the app would help users understand mo...

It would be great if a teammate could assign a Due Date for when a reply needs to go out for a specific conversation. We could tie in the Due Date with existing SLA rules, or issues notifications if the Due Date passes without a response from the ...

Ability to preview attachments in an email without downloading.

Today, to start a discussion with a group of people, you need to type out each of their names to add them as participants. This can be cumbersome when the intention is to start a discussion with a large group of people. A possible solution custome...

Today, setting up different reply time goals for multiple customer segments or ticket severity requires a large number of separate rules. Every separate reply time rule requires a separate rule. This increases the amount of time it takes for admin...