Custom message order so that the most recent email in a conversation thread is shown at the top
Ability to change the order in which new messages are displayed in a thread. Today, the oldest message is at the top, and the most recent is at the bottom.
Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one, but sometimes there's a need for a chat sooner than 6 hours after the end of the first one.
Ability to modify existing tones with AI compose to align with how their company speaks, or have the AI learn their companies tone and make a custom tone. Ability to have a tone selected by default.
Use AI to generate Knowledge Base (KB) materials like FAQ or new articles
Use frequently asked questions from emails or conversations to generate an actual FAQ for the front Knowledge Base. Use email context to identify gaps in content and generate articles using AI.