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Send to Slack rule action: customizable content

Customize content of the Slack message when using the Send to Slack rule action.
over 2 years ago in 3rd party / Rule actions 0 Backlog

Ability to add custom emojis

Add custom emojis with company logos to better organize emails. We currently work wither a number of different wholesale partners (with the list growing) and adding a tag that's associated with their logo rather than just a color would be very hel...
6 months ago in Core Product Experience 0 Backlog

Support alt-text in KB articles (accessibility)

Need alt-text for accessibility and in case in-line images do not display.
over 1 year ago in Knowledge Base 1 Backlog

[core] AI tagging to support a default "other" tag

"Other" tag: It would be nice that if the AI tagging couldn't find a matching tag, that it would automatically apply an "Other" category tag. That allows up to review and account for new categories or potentially a need to re-train the AI tags. Po...
about 1 year ago in AI / AI tagging 0 Backlog

[test] AI suggested replies testing playground

Requests: I want to test how suggested replies would answer specific inquiries. I would like to access my KB content Today: I can't do that except if I send myself a fake email or if I create a testing inbox.
about 1 year ago in AI / AI suggested replies (auto draft) 0 Backlog

[customize] AI suggested replies to include knowledge base source link in the draft

Insert the source of the suggested replies in the draft so agents can send it as part of the reply and help the end-user self-serve. Today, the link is present in the outline but not in the reply. This makes it harder to insert after clicking sugg...
about 1 year ago in AI / AI suggested replies (auto draft) 0 Backlog

Assignment of Merged Conversations

When 2 conversations assigned to 2 different people are merged or smart merged to give the option of who to assign it to, instead assigning based who is first alphabetically.
about 2 years ago in Assigning / Core Product Experience 0 Backlog

Display tags in Compose draft

It would be great if we could selected tags in the draft window. Distraction at times cannot be avoided and not everything can be summed up in one tag. When coming back to a draft there is no way to see which tags I have already added when I start...
over 1 year ago in Core Product Experience 0 Backlog

Drag email into different individual inbox

It doesn't seem like you can click an email and drag between individual inboxes in your Me section. I can change it in the inbox selector but that brings in the entire list of shared inboxes which is overwhelming. I just want to be able to click a...
over 1 year ago in Core Product Experience 0 Backlog

They want us to restrict access to Prod systems if engineers are based outside of the US

For security purposes
6 months ago in Security 0 Backlog