All ideas

Problem Analytics views don't provide easy workspace-level comparisons, making it difficult to compare performance metrics and details across multiple workspaces. Request Add workspace-level analytics that show performance metrics and key details ...

Problem Users sending multiple emails in a conversation must manually select the signature for each message. Forgetting to update the signature leads to inconsistency within a single thread. Request Automatically apply the last-used signature to s...

Problem Search returns a list of conversations. Users must then read through conversations to find specific information like order numbers, prices, contact details, or support answers. Request Enable AI-powered search that directly answers custome...

Problem Rule Insight shows when a rule was last applied, but admins must manually search to find the conversation that triggered the rule application. Request Add a link from Rule Insight to the last conversation the rule was applied to, or show a...

Problem Internal comments and actual messages have become visually similar in the redesigned interface, particularly on SMS and WhatsApp channels, making it difficult for teams to distinguish between internal team discussion and customer communica...

Problem Picklist dependencies are not enforced. Fields show all options instead of being filtered by Record Type or dependent field selections. Request Enforce picklist dependencies to match Salesforce configuration. Context This is critical for d...

Problem Message templates created for live chat are not available in chatbot flows, forcing users to manually replicate commonly used responses. Request Allow existing live chat message templates to be reused directly within chatbot flows.

Problem Contact data cleanup is tied to the conversation auto-trash feature and cannot be activated independently, limiting flexibility for organizations that want to retain contact data while deleting old conversations (or vice versa). Request Al...

Problem The app badge counter currently displays the count of open conversations for a workspace, but some users need to see unread message counts instead. Request Add an option to display unread message count in the app badge instead of (or in ad...

Request Group SMS and phone call messages by contact into conversations, similar to email threading.