All ideas

We need to be able to merge conversations that aren't in the same list (ie. merge an "open" with an "assigned" or "archived". Related: would be much more efficient to be able to do this from within an open convo (by searching on ID or subject line).

When a site visitor opens the chat widget, display the avatars of the available teammates assigned to the chat channel. As an example, there may be 4 or 5 teammates that handle chat messages from one client. When that client opens the chat widget,...

Instead of an email, send a Slack. This might be hackable with a shared inbox and our Slack integration

The auto-complete feature is convenient but causes some problems for our team. I'm recommending that we allow users to toggle Auto-Complete on or off. Especially after syncing contacts with CRM, there are far too many email address recommendations...

Currently, there is no email counter for delegated inboxes.I am proposing that delegated inbox should have counters, just like all other inboxes. Just like in any other inbox, email count is necessary (and expected) so you can know when you have n...

Same way that currently there is a button to scroll down to the most recent conversation, I would like to have a button to scroll up to the 1st conversation in the thread.

Expose Analytics data directly to Looker (or make the integration easy)

Please enable the calender events to be dragged withing the monthly calander view. Lot of times appoints are moved from 1 week to aother. It will be very easy and fast versus going into each even and changing the date. I only use the monthly view ...

Customers may want to add customizations to their form on their KB contact us button depending on the use case.

see who is on website, for how long, what theyre viewing, whats in their cart etc so teams can proactively reach out and see if the customer has questions or needs help