[context] Use an unpublished KB for suggested replies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for confidentiality reasons so it would be nice to have the ability to utilized suggested replies from an internal, unpublished knowledge base
[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...
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.
Use AI to generate Knowledge Base (KB) materials like FAQ or new articles
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.
[customize] AI suggested replies to include knowledge base source link in the draft
Insert the source of the suggested replies in the draft so agents can send it as part of the reply and help the end-user self-serve. Today, the link is present in the outline but not in the reply. This makes it harder to insert after clicking sugg...
[actions] More text transformation for AI Compose (continue writing, explain, summarize, generate actions items...)
Our team loves the new compose with ai tool. It would be awesome to also have the following options within the compose with ai tool so our team can be more effective when communicating with in front. Se images from another platform that has these ...