AI

Refresh the Smart QA setup flow to improve usability

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...

Currently, Smart CSAT only applies to shared inboxes. However, with our business structure (and I imagine, many others), we have dedicated AMs/CSMs for certain ares of work. The same goes for our Sales team. Without the ability to Smart CSAT their...

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.

Allowing the rule to define what teammates / teammate groups should be evaluated

In order to connect FRONT with AI agents, an MCP Server would make this incredibly more easy than handling all the APi tasks.

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.

Situation: Currently, AI Answer for Chat only supports a single knowledge base, limiting its ability to draw from multiple sources of information. In scenarios where knowledge is spread across several external public knowledge bases, users cannot ...

Problem: issue is the need to make all content public, for both knowledge centre and 3rd party sources. For some of the use cases were want to use, privacy issues prevents us from using it. The inability to nominate multiple sources would be anoth...