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Live Dashboard - Teammate Filter

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...
9 months ago in Live dashboard 0 Backlog

[accuracy] AI tagging accuracy improvements (more training, negative/positive reinforcement, audit ...)

Actions requests from the admin to improve the accuracy Guidance to write good tag description Suggest negative reinforcement for AI tagging (either raising it to the admin or training the AI) Let user flag good examples of conversations that shou...
over 1 year ago in AI / AI tagging 0 Backlog

Multi-line application objects

Right now you can only create a pattern in an Application Object that matches onto a single line of text. Once that text goes onto the next line it doesn't work. For a use case like a trip reservations or logistics trip: Leg 1 LAX - SFO Leg 2 SFO ...
19 days ago in Developer Platform 0 Backlog

Customize Send and Send & Archive shortcuts

ALLOW option to choose CTRL+ENTER to act as REGULAR SEND (instead of CTRL+SHIFT+ENTER) CTRL+SHIFT+ENTER is very annoying, as much as messages being archived. CTRL+ENTER should act as a regular message send.
19 days ago in Keyboard shortcuts 0 Backlog

Create & view events from ICS files

No description provided
almost 4 years ago in Create New Event 11 Backlog

An option to hide/minimize OOO replies from recipients

Users would like an option to hide/minimize OOO auto-replies from threads to see a clearer history of interactions.
over 1 year ago in Vacation responders 0 Backlog

Tags and message templates - bulk import via CSV

Import tags and message templates via CSV
about 2 years ago in Core Product Experience / Tags 1 Backlog

Detect duplicate conversations & route them

Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...
11 months ago in AI / AI similar conversations 1 Backlog

Move Shared Inboxes to another area

As an admin, I have all the inboxes showing in my sidebar in case someone needs to me to go look at something. I also have an inbox in the workspace I support. I'd like to be able to "pin" or star or somehow move that inbox up so it's easier for m...
over 1 year ago in Triage - get to inbox 0 4 Backlog

Proactive Messages on Mobile

To have the ability to send proactive messages with Front chat on Mobile like we can on the Web. Additionally to be able to recognise the logged in user, that signed into the app for Type of Audience, and then leverage contact info as conditions f...
about 1 month ago in Chatbots / Front Chat / Live Chat 0 Backlog