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Knowledge Base: Send alerts to team when an article is updated

Must be able to have an easy way to notify the team of changes.
almost 2 years ago in Knowledge Base 0 Backlog

Inbox experience: view pending time-delayed rules in conversation activities

Being able to see triggered (but not yet run) rules inline with actions would be great so we can know (at a glance) if something may happen to a ticket, both for just general knowledge sake, but also debugging purposes. Even better if there was a ...
2 months ago in P3 display / Time-based options 0 Backlog

When inviting a teammate, have the option to automatically put them as Unavailable

When adding a teammate, they are automatically set as Available which will start to assign them emails if they're put into an assignment group. It'd be good to have an option to set them as "Unavailable"
4 months ago in Admin Experience / Teammate invitation 0 Backlog

Live dashboard - tag filter

Ability to filter by tag in the live dashboard
8 months ago in Live dashboard 0 Backlog

Proactive QA (AI Seatbelt)

Using AI to determine if messages agents are drafting to send violate key quality assurance metrics, create confusion, or otherwise may result in a low customer satisfaction for that conversation (DSAT). Simple things like tone, grammar/ spelling ...
8 months ago in AI / AI angel (QA before sending) / AI insights / Composer / Manage conversation content 1 Backlog

Add a forward button next to the reply button so it's more easily accessible

No description provided
over 1 year ago in Core Product Experience 0 Backlog

Ability to manually mark a chat as "resolved", and allow a user to start a new chat conversation on another topic

We can't manually configure chat messages to refresh for the end-user. If someone sends us a message and we solve their problem, there's no way to manually make the chat history clean up/mark it as resolved so they can send us another message. Thi...
almost 2 years ago in Live Chat 4 Backlog

Notification or indicator for emoji reactions

No description provided
almost 4 years ago in Notifications 1 Backlog

Create invite based on conversation recipients/participants

No description provided
almost 4 years ago in Cal/scheduling efficiency / Create New Event 0 Backlog

SLA rule on "last unreplied message"

SLA rules work on "oldest unreplied message". This makes sense because that's how long the end customer has been waiting. But some use cases require it to work on "last unreplied message".
over 3 years ago in SLA 1 Backlog