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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

Include merged conversations in analytics event export

Sales teams make use of the merge conversations feature. However the analytics full event export includes no information relating to merged conversations. This makes merged conversations impossible to reconcile. Since merging conversations is a su...
11 months ago in Insights 0 Backlog

Audit logs access and export (on conversations)

Currently only Front support can access proper audit logs of what happened in a tenant. Who did what, system changes, and so on. As an enterprise platform we need to be able to see this. Similarly to how I can see it in Entra/Exchange/Purview. Bef...
11 months ago in Admin Experience 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

Enable doc and xls file sharing through Twilio WhatsApp API

Enable sharing word and excel files through a WhatsApp message
11 months ago in Systems 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

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

View the exact point the specificed time frame was breached in Analytics

As a Team Admin, I want to be able to view the exact point that the conversation surpassed the 2hour response time. for me to find this information, I need to scroll through the whole conversation and find this time or breach. I would ideally be a...
almost 2 years ago in Investigation features 0 Backlog

View activity of teammates during busiest period on Team Performance heatmap

As a Team Manager, I want to be able to view the workload of my team at the busiest periods. When I tap on the heat map - Active teammates it shows me the number of active teammates. When I tap on this number, it should show me below the activity ...
almost 2 years ago in Investigation features 0 Backlog