AI

Be able to extract and transform attachement content data to use in dynamic variables in workflows. For example: extract attachment info > use in API request to create order request in TMS

Smart CSAT seems to consider only emails and not considering comments on conversations.If one of our users comment and say for example 'case closed could not reach user' CSAT will still apply score without considering the comments on the conversat...

* On the analytics table when you click to view the smart csat score for a particular user(image1a) you are getting a list of conversations(image1b) where smart csat got added but you need to open each of these to see the star score. It would be u...

I would like to be able to AI tag messages by topic and sentiment in one inbox.

Situation: Users need to respond quickly to messages, especially when dealing with simple inquiries. While the Suggested Reply feature is useful, it can be difficult to control the exact content or appropriateness of the response, and it doesn’t s...

Using AI to determine if messages agents are drafting to send violate key quality assurance metrics, create confusion, or otherwise may result in a low customer satisfaction for that conversation (DSAT). Simple things like tone, grammar/ spelling ...

Allow customization of the criteria description of smart QA in order to tailor them to specific cases (e.g. "do not take reports of power outages into account as it is outside our company's power to address those").

each Team member can view their own metrics each team member can view & comment on their own Smart QA and see all feedback.

It would be nice not to include "Best, Name" when using AI compose because this is already part of our signatures. This requires the users to remove it every time.