All ideas

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels. This applies to the CSAT rule template too.

We want more language support for the translate action in AI compose and the AI message translation feature. Languages like: Norwegian Hungarian Czech Latvian Lithuanian

Enhance the filtering functionality in the schedule so that the inbox filter and teammate filter are more integrated: ensure that when an inbox is filtered, only those teammates with access to that specific inbox are displayed, thereby reducing co...

Users would like an option to hide/minimize OOO auto-replies from threads to see a clearer history of interactions.

Out-of-Office (OOO) messages are currently reopening tickets in shared inboxes and triggering SLA rules. This forces support teams to constantly revisit tickets, and adds unnecessary workload and frustration The system should offer a native rule a...

Why it’s useful: It helps managers understand how consistently their team members are sending messages throughout the month, rather than just seeing a total count. A daily average provides a clearer picture of each person’s typical workload and co...

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...

Ability to filter in analytics by conversation custom field (similarly to tags)

Currently, each teammate can configure their default channel, and this will apply to every inbox. However, teammates may need the default channel to change depending on which inbox the conversation belongs to or is currently being viewed. We can s...