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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...
2 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...
3 months ago in AI / AI summary / Core Product Experience / Search result previews (P2) 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
3 months ago in AI / AI similar conversations 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

[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

[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

[measure] Track conversation tagged by AI in export

Situation: As an admin, I want to be able to check / track conversations that have been tagged by AI so that I can audit them. Today, it is only possible to see them as part of the search when clicking on "View" inside the rule selected tags tab. ...
28 days ago in AI / AI tagging / AI tracking / Insights 0 Backlog

[context] Ai tagging based on entity in conversation (date, duration, amount...)

Situation & Request Wish to tag based on non-semantic values such as dates, amounts, and durations. Currently, the AI Tagging tool is not equipped to detect and apply tags based on these structured data types. Potential Solution Invest in enti...
about 2 months ago in AI / AI tagging 0 Backlog