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[action] AI answer for KB to support multiple KBs

Situation Description: Currently, users can only search for answers in a single knowledge base (KB) at a time. This limitation requires users to know which specific KB contains the relevant information, and if they don’t, they must manually search...
about 2 months ago in AI / AI answer for KB (Ask your KB) 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...
4 months ago in AI / AI tagging 0 Backlog

[test] AI suggested replies testing playground

Requests: I want to test how suggested replies would answer specific inquiries. I would like to access my KB content Today: I can't do that except if I send myself a fake email or if I create a testing inbox.
4 months ago in AI / AI suggested replies (auto draft) 0 Backlog

[language] Similar conversation to support more languages

Situation: Similar conversations only supports English because the embedding are in english for now. Request: Support more languages
about 2 months ago in AI / AI similar conversations 0 Backlog

[action] 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 ...
4 months ago in AI / AI compose / Compose - write efficiently with quality 0 Backlog

[activation] Option to stop the daily email notification

Situation When admins are setting up an AI tagging rule, they receive daily email notifications informing them of new message samples that need validation. However, in cases where they either do not complete the training process or no longer requi...
2 months ago in AI / AI tagging 0 Backlog

[context] Use an unpublished KB for suggested replies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for confidentiality reasons so it would be nice to have the ability to utilized suggested replies from an internal, unpublished knowledge base
4 months ago in AI suggested replies (auto draft) 2 Will not do

[channel] Auto summarize for SMS, Chat

Being able to auto-summarize conversation thread for other channels than email
2 months ago in AI / AI summary 0 Backlog

[granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….

The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
2 months ago in AI / AI summary 0 Planned

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

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