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[context] use private / internal knowledge source for AI answers

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...
3 months ago in AI / AI answer for chat 1 Backlog

[core] AI tagging rule to support more triggers (e.g move, new inbound conversations)

Ideally, we'd want every conversation in our shared inboxes to get tagged so they can be triaged to the appropriate inbox. The AI tagging rule doesn't support moves Trigger on New Inbound Conversations Only: The AI tagging rule doesn't seem to sup...
4 months ago in AI / AI tagging 0 Planned

[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

Show summaries for all conversation previews

Show the conversation summaries when it can help understand what a conversation is about, across the app so a user can work faster. For example, showing the summaries on conversation previews in the inbox view the search view linked conversation t...
4 months ago in AI / AI summary / Core Product Experience / Search result previews (P2) 0 Backlog

[channel] AI suggested replies on more channel types (SMS, chat, custom..)

Same as auto-draft with AI for emails, but for chat and SMS or others TBD
5 months ago in AI / AI suggested replies (auto draft) / Live Chat 0 Backlog

[accuracy] Similar conversations feedback loop reinforcement

Similar conversations lack of accuracy.Ideas: Allow to remove "similar" results and use this as training signal to improve the accuracy
4 months ago in AI / AI similar conversations 0 Backlog

[activation] Accelerate the training of AI tagging

The training of AI tagging takes too much time because it doesn't have enough sample messages to review.
4 months ago in AI / AI tagging 0 Backlog

[context] Control what can appear as similar conversation by adding conditions (inbox, tags ...)

Be able to specify or filter conversations shown as part of similar conversations based on a criteria like the same or a specific: Inbox Tag Contact Account
3 months ago in AI / AI similar conversations 0 Backlog

[accuracy] 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...
5 months ago in AI / AI answer for chat 0 Backlog

[language] Add Chinese to AI Translate options

Given Chinese is one of the most commonly used language, it would be highly beneficial to us (and any other companies with a China presence) to also include Chinese as an option under Compose with AI's "Translate" function. Of all the languages av...
3 months ago in AI / AI compose / AI language 0 Backlog