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Display chat metadata like location, IP address, browser, device type etc.

No description provided
8 months ago in Front Chat / Live Chat 0 Backlog

Rules for Discussions

Adding the ability to apply rules to Discussions in the same way rules can be applied to messages in inboxes. A new trigger for "discussion is added" or something along those lines so we can auto-tag/assign/archive discussions following the same w...
about 1 year ago in Workflows 0 Backlog

CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
6 months ago in Metrics 1 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 1 year ago in Analytics - Times 0 Backlog

Centralized Dashboard to Manage Teammate Availability

Something team leads can use to easily toggle management
about 2 months ago in Admins can control more teammate settings / Teammate management 0 Backlog

AI composer functionality for drafting KB articles

No description provided
3 months ago in AI / Knowledge Base 0 Backlog

OOO status should allow re-assignment but no new assignments

OOO status to allow conversations that were once assigned to a teammate to be re-assigned, but no new conversations to be assigned.
over 1 year ago in Teammate availability 1 Backlog

Ability to add / install custom fonts

Please add the ability to add / install custom fonts in order to support corporate branding, specific design/format needs, and more.
about 1 year ago in Core Product Experience 2 Backlog

Configure business hours and shifts as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
about 3 years ago in Admin Experience / Calendar - other / OOO - Analytics 4 Backlog

Sync non-Google or O365 Calendars

Add personal iCal calendar in prevent double booking feature for scheduling links
10 months ago in Scheduling Links 1 Backlog