All ideas

Problem Rules can't be triggered based on teammate availability status. Request Add a rule condition that triggers when a teammate (e.g., an inbox owner) is out of office, enabling automatic reassignment or notifications.

Problem The message template picker displays only 4 recent templates followed by all available templates, requiring users to scroll through every team member's templates to find their own. Request Add ability to filter message templates to show on...

Problem SMS links in signatures are deleted when saved, while telephone links work fine. Request Support SMS links in email signatures without removing them when saved.

Problem Customers can send attachments via Instagram, but agents can't, limiting the ability to share product photos. Request Allow agents to send image attachments in Instagram replies.

Problem The dynamic variable syntax {{ }} cannot be typed as literal text in email bodies, as it is reserved for template variables. Request Disable dynamic variable processing in the composer, or provide a way to escape {{ }} so it can be used as...

Request Implement round-robin assignment to distribute incoming work or scheduling evenly among teammates.

Problem Extracting data from emails for use in connectors is high-friction, requiring multiple manual extractions or complex setup. Request Allow users to supply a sample JSON payload structure that AI uses to automatically extract all matching da...

Problem There is no way to restrict which workspaces or inboxes teammates can move conversations to, allowing users to move messages into sensitive areas they shouldn't have write access to. Request Provide more granular move permissions — either ...

Make sure customer data is not being stored indefinitely and unnecessarily by automatically hard-deleting conversations that have been in the trash for 7 days. This is already possible today, but only by activating the data retention policy featur...

Problem With many rules, they become difficult to find and manage. Request Add folder organization for rules to improve discoverability.