ADD A NEW IDEA

All ideas

Showing 2078

Use existing message templates in chatbot flow

We already have live chat message templates that address commonly asked inquiries. We'd like to be able to use them directly in the chatbot flow instead of having to replicate them manually.
about 2 years ago in Chatbots 0 Backlog

Allow contact data clean-up to be activated independently of auto-trash feature

Our current data retention policy feature allows conversations to be automatically hard-deleted after a period of time, and then associated contact data is cleaned up when all related conversation data has been deleted. This improvement would allo...
about 2 years ago in Data retention 0 Backlog

Thread Dialpad SMS & Phone Calls from same Contacts

No description provided
about 2 years ago in Existing integrations 0 Backlog

Clearly list which tags have been added in a rule.

When creating a rule for a workspace that has many tags, the tags you've added to the rule are not easily identified. Please see an example screenshot from a customer who is having difficulties identifying the tags which have been added to their r...
about 2 years ago in Workflows 0 Backlog

Add blocked/deleted teammates to filter

Blocked/deleted teammates don't appear in filters. It makes it difficult to rebuild metrics in the past for those teammates. when creating a report w/ specific teammates, customer would like to be able to choose teammates who are no longer w...
over 4 years ago in Insights 0 Backlog

Analytics on sequences

No description provided
almost 4 years ago in New metrics 0 Backlog

Last snooze time added to snooze list

Would it be possible to add a feature for Snoozing? Ideally it would be great to automatically add the same date that you last snoozed an item to the list. For example, if I have a follow up call on a certain day, I like to snooze prior emails to ...
over 1 year ago in Snooze 0 Backlog

Assign conversation in personal inbox moves under "assigned to me"

When assigning a conversation in a personal inbox to myself, the conversation disappears, it moves under "assigned to me". This feels very confusing. I would expect the conversation to be visible in both places like it does for shared inboxes. Can...
7 months ago in Core Product Experience 0 Backlog

Expand visible comment length in email notification

When an agent leaves a private comment on a ticket, and that agent has enabled email notifications, they receive a truncated version of the comment by email, it only shows the first 200 characters and the agent needs to see more information.
7 months ago in Notifications 0 Backlog

Global Variable

I think it will be useful to have a place to add global variables with a predeterminate value that you can use later in the templates and the link of image in that way when a change is made to any of the link for example you only do the change in ...
7 months ago in Custom fields 0 Backlog