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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...

3 months ago in AI / AI similar conversations / Workflows 1 Backlog

2 VOTE

[activation] have the training messages to respect the rule conditions

situation: If the rule conditions have a not from X, then it's confusing to have messages in the training messages not respecting the rule condition request: Respect the rule conditions for the selection of the message to review

3 months ago in AI / AI tagging 0 Backlog

1 VOTE

Data storage location: Australia

No description provided

3 months ago in Compliance & security 0 Backlog

2 VOTE

[extensibility] Front AI to connect to 3rd party tools to sync information

Be able for AI feature like "AI answer" and "Suggested Replies" to fetch and push information from 3rd party tools like Shopify, Order management system, Airtable, Track management system ...

3 months ago in AI / AI answer for chat / AI extensibility / AI suggested replies (auto draft) 0 Backlog

3 VOTE

[activation] Shared AI training for same tag across AI tagging rules

Situation: when I want to create an AI tagging rule for multiple inboxes, all using the same tag (e.g., VIP), I have to train the AI, by reviewing message samples, separately for each rule, even though it's the same tag. Request: Streamline the pr...

3 months ago in AI / AI tagging 0 Backlog

5 VOTE

[context] AI to "understand" images (summary, similar conversation, tagging, suggested replies & AI answer ...)

Request: AI features to be multi-modal, meaning they could understand images within the content they are based on. For example, SimilarConversation could recommend a conversation that includes a similar image, AI tagging could classify content bas...

3 months ago in AI / AI answer for chat / AI data extraction / AI similar conversations / AI suggested replies (auto draft) / AI summary / AI tagging 0 Backlog

6 VOTE

[core] AI tagging suggestion mode

No auto-tag, but being able to see the suggestions so the team can validate before tagging

3 months ago in AI / AI tagging 0 Backlog

5 VOTE

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...

3 months ago in AI / AI tagging / CSAT 0 Backlog

2 VOTE

[activation] Retroactive AI Tagging

Apply sentiment tags retroactively to previous conversations once properly trained.

3 months ago in AI / AI tagging 0 Backlog

2 VOTE

Support multiple windows in Desktop app

To make admin work easier and allow to quickly jump from rules to a specific conversations for instance.

3 months ago in Admin Experience 0 Backlog

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