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[accuracy] Improve suggested reply accuracy (inquiry detection, customer context aware ...)

No description provided
26 days ago in AI / AI suggested replies (auto draft) 0 Backlog

[accuracy] Option to reuse the message samples used for training after a tag deletion

Case: after tag deletion Situation: Currently, when an admin deletes an AI tag from an AI tagging rule, the associated message samples used for training are also removed. If the admin wishes to add the tag back, they must go through the process of...
28 days ago in AI / AI tagging 0 Backlog

Support BIMI (Brand Indicators for Message Identification)

about 1 month ago in Compliance & security 0 Backlog

Manage Shifts with Teammate Groups

No description provided
about 1 month ago in Admin Experience 0 Backlog

Extend Shifts functionality to include Busy status instead of just out of office.

This is useful since members of my sales team want to make sure that we get our direct communications, but I'd like the new group emails to go to the next available rep. I have a team that mixes both direct and group emails.
about 1 month ago in Admin Experience 0 Backlog

Timeline of an employee's status

As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...
about 1 month ago in Admin audit trail / Insights 0 Backlog

Pull Avatar/Image from Google profile so that it populates the Profile Photo in Front

Save time on set up.
about 1 month ago in Admin Experience 0 Backlog

Application Object Automatically Refresh Token

Running into an issue where salesforce connector apps are automatically logged out after 24 hours It appears we are not requesting a new token when a previous token expires. After speaking to Xav, it was highlighted that this happens because there...
about 1 month ago in Dynamic objects 0 Backlog

Reassign custom fields pointing to a teammate to another user

Today when a user is disabled, the account remain assigned to that user in Accounts. If their manager remembers that there are accounts assigned to a departed user, they will give me a back up user or a lits of user to re-assign accounts to. To co...
about 1 month ago in Accounts Manager / Admin Experience 0 Backlog

[action] AI answer for KB to support multiple KBs

Situation Description: Currently, users can only search for answers in a single knowledge base (KB) at a time. This limitation requires users to know which specific KB contains the relevant information, and if they don’t, they must manually search...
about 1 month ago in AI / AI answer for KB (Ask your KB) 0 Backlog