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Add dynamic CC email addresses to [Reply using message template] rule action

Would like the ability to CC in external and internal emails based around rules criteria. We have customers that request we add specific contacts to their email chains. This functionality would allow us to automate and ensure 100% compliance in ad...
4 months ago in Rule actions 0 Backlog

Multi-line application objects

Right now you can only create a pattern in an Application Object that matches onto a single line of text. Once that text goes onto the next line it doesn't work. For a use case like a trip reservations or logistics trip: Leg 1 LAX - SFO Leg 2 SFO ...
2 months ago in Developer Platform 0 Backlog

Customize Send and Send & Archive shortcuts

ALLOW option to choose CTRL+ENTER to act as REGULAR SEND (instead of CTRL+SHIFT+ENTER) CTRL+SHIFT+ENTER is very annoying, as much as messages being archived. CTRL+ENTER should act as a regular message send.
2 months ago in Keyboard shortcuts 0 Backlog

Knowledge Base: Send alerts to team when an article is updated

Must be able to have an easy way to notify the team of changes.
almost 2 years ago in Knowledge Base 0 Backlog

Ability to manually mark a chat as "resolved", and allow a user to start a new chat conversation on another topic

We can't manually configure chat messages to refresh for the end-user. If someone sends us a message and we solve their problem, there's no way to manually make the chat history clean up/mark it as resolved so they can send us another message. Thi...
almost 2 years ago in Live Chat 4 Backlog

Outbound Chat Capability

Ability to send outbound chats with either an automated message or manual ones when customers are on certain pages of the website or complete certain actions
over 2 years ago in Live Chat 2 Backlog

Message templates: Add business hours as a variable field

Our team currently has a fairly large number of templates which we use for rules and automations (mostly for off-hours requests). Though we don't change business hours often, when we hire in different time-zones and therefore update hours, it woul...
2 months ago in Message templates 0 Backlog

Knowledgebase Content Localization

It would be great to have content localization built into the knowledgebase. Have multiple versions of a page, for example a version for Ireland and a version for the US. The link/url to the page remains the same and the site will show the correct...
2 months ago in Knowledge Base 0 Backlog

Keyboard shortcut: copy conversation ID and link

It really would be nice to be able to copy the conversation link using a shortcut.For faster sharing but also for example: we have a application, you can paste the front url in there, it will extract the conversation ID, call the REST API and do s...
about 2 years ago in Collaborate - work together seamlessly / Keyboard shortcuts 3 Backlog

Add Snooze Count

It would be helpful to have Snoozed count showing on status bar. Currently the only items showing are counts for Open emails. I have a tag for Snooze and in the status bar it would be great to see the count for what is snoozed. Yes you can hit the...
11 months ago in Counters 0 Backlog