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Knowledge Base - Quickly find "My Drafts"

I often start editing KB articles, and need to step away and return the the article later. Some of our articles are deeply nested in Categories/Sections, and the article I was editing can be hard to find. It would be super helpful to add a "My Dra...
about 2 months ago in Knowledge Base 0

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

No description provided
8 months ago in AI / AI suggested replies (auto draft) 0 Backlog

Improvements to Shift scheduling

Rather than only supporting recurring weekly shifts, add calendar shifts so that customers can plan holidays, changes in schedule week over week, etc.
over 4 years ago in Teammate availability / Workforce management 1 Backlog

WhatsApp Group Chat

Support WhatsApp group chat. Note: This is not currently supported natively in the WhatsApp API.
over 1 year ago in Existing integrations 1 Backlog

Full preview of message template

Our team sometimes needs to preview a full message template before selecting it, so it would be great to have a way to do this without having to select the message template. Have a preview button option that pulls up a modal with the full template.
about 1 year ago in Core Product Experience 1 Backlog

Keyboard Shortcut For Ticket Labels

When using the old inbox you could archive emails using cmd+E. When you try to do that while the new ticketing feature is enabled, it opens up the ticket label options. It would be awesome if there were keyboard shortcuts for 'Open', 'Waiting' and...
8 months ago in Ticketing 0 Backlog

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.
over 1 year ago in AI / AI knowledge / Knowledge Base 0 Backlog

Ability for team members to manually send Front Chat transcript to chat visitor

Add setting so teams can customize whether they want the chat transcript to be sent every 5 minutes when a chat visitor does not reply, or if teammates can send the transcript manually.
over 2 years ago in Live Chat 1 Backlog

Permission to manage teammate availability status

If a teammate forgets to mark themselves OOO, then it will disrupt the team's workflows and assignment rules. Today, only a company admin or teammate with 'Teammate - Invite/Manage' permission can change another user's OOO status. By adding a new ...
almost 2 years ago in Increase granularity of admin permissions / Teammate availability 0 Backlog

"See password" toggle for all email/password input fields

Front does not allow you to toggle visibility of the password field when inputting credentials so it's always obscured. Sometimes this would be nice to have especially when pasting a password from a third-party password management app etc.
about 2 months ago in Login and SSO settings 0 Backlog