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Social Imaging Previews for Help Center Articles

My company uses social channels as true support and communication routes. We share a lot of our current support articles on X and other avenues, and those links have a preview image that helps users legitimize the link we're sharing. It'd be great...
almost 2 years ago in Knowledge Base 1 Backlog

Callouts for Help Center Customization

A callout is a great way to bring attention to a particular line of text. My company has a lot of technical info that we'd use the Help Center to provide support and bring that information to our users en masse. Callouts highlight the extra import...
almost 2 years ago in Knowledge Base 0 Backlog

Add team roles to Teammate Groups

It would be great to be able to add team roles as a dynamic variable within teammate groups, so they can be referenced in account custom fields for rule-based automations. A use case would be if you had clients that were assigned to a specific tea...
almost 2 years ago in Admin Experience 0 Backlog

Ability to customize thank you page once CSAT survey is completed

Rather than send an additional conversation to those contacts leaving a good review. Have the ability to customize the thank you page they see once they submit the response to promt them to leave a google review or even redirect them to the url to...
12 months ago in CSAT 0 Backlog

[channel] Auto summarize for SMS, Chat

Being able to auto-summarize conversation thread for other channels than email
12 months ago in AI / AI summary 0 Backlog

Custom Hotkeys / Specific Tag Hotkeys

Sorting through emails and adding tags takes multiple clicks, should be able to assign a tag with 1 button. Furthermore, we should be able to edit hotkeys to our preference vs the few standard preset options.
almost 2 years ago in Keyboard shortcuts / Triage - get to inbox 0 0 Backlog

Delete option for extra addresses on Contact panel should be in a different location

Currently the primary email for a contact has copy For each additional after it, hovering shows delete where copy is for the primary We should reorient the options in the contact details to each entry is mirrored across all for the layout
almost 2 years ago in Contacts Manager 0 Backlog

Move Message to new Conversation via API

Support the ability to move a Message or Messages to a new conversation via the API. Suggested implementation to could be: // This example moves messages msg_10 and msg_11 out of conversation cnv_3 to their own new conversation. PATCH /conversatio...
almost 2 years ago in Core API 0 Backlog

[granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….

The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
12 months ago in AI / AI summary 0 Planned

Automatice dynamic object extraction

I would love to know if/when NLP and LLMs will be available for dynamic object extraction. Currently the feature is pretty limited by the user providing an exact match, which isn’t great for a white glove customer experience.
almost 2 years ago in AI / AI data extraction / Dynamic objects 0 Backlog