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[context] Use an unpublished KB for suggested replies

It is not possible to publish SOPs an external website for confidentiality reasons so it would be nice to have the ability to utilized suggested replies from an internal, unpublished knowledge base
about 1 month ago in AI suggested replies (auto draft) 2 Will not do

[context] AI Compose with attachments

Allowing AI compose to have context with attachments, including PDFs.
4 months ago in AI compose / Attachments / Compose - write efficiently with quality 0 Backlog

[tone] Custom tone with AI compose

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.
about 1 month ago in AI angel (QA before sending) / AI compose 0 Backlog

AI Answers accuracy improvement based on incorrect answers

Export a report that contains only questions & answers that AI answered incorrectly to improve AI answers by for example: Allowing admins to modify help center articles as needed to help AI answer more accurately. Allowing admins to tweak thei...
2 months ago in AI / AI answer for chat 0 Backlog

AI chatbots trained on historical conversation records

Most of our "knowledge" is buried in years and years of emails - there are many questions that we've answered over and over again. It would be very invaluable to be able to train AI on these historical conversation records for both generating emai...
about 1 year ago in AI / AI knowledge / Chatbots 1 Backlog

[accuracy] AI tagging accuracy improvements

Suggest negative reinforcement for AI tagging (either raising it to the admin or training the AI) Suggest good examples of conversations that should have the tag Allow to train on more than 10 tags How to audit/re-validate samples for a given tag
5 months ago in AI tagging 0 Backlog

[customize] AI auto-reply for email (AI Answers for email)

Replying automatically to simple email requests, without having a human in the loop
about 2 months ago in AI suggested replies (auto draft) 0 Backlog

[action] Auto Correct

Add auto correct to emails.
about 2 months ago in AI angel (QA before sending) / AI compose / Compose - write efficiently with quality 1 Backlog

[scale] Increase AI tag limit (allow more than 10 per inbox)

We should increase or ultimately remove the limit of 10 AI tags per inbox to allow Support teams to unlock more automated workflows and accelerate deflection. Support team uses dozens/hundreds of tags to categorize Support inquiry possible, so onl...
6 months ago in AI tagging 0 Backlog

[core] AI tagging to support a default "other" tag

"Other" tag: It would be nice that if the AI tagging couldn't find a matching tag, that it would automatically apply an "Other" category tag. That allows up to review and account for new categories or potentially a need to re-train the AI tags. Po...
28 days ago in AI tagging 0 Backlog