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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...

9 months ago in AI / AI answer for KB (Ask your KB) 0 Backlog

1 VOTE

[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

9 months ago in AI / AI similar conversations 0 Backlog

1 VOTE

[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...

9 months ago in AI / AI tagging 0 Backlog

1 VOTE

[channel] Auto summarize for SMS, Chat

Being able to auto-summarize conversation thread for other channels than email

9 months ago in AI / AI summary 0 Backlog

1 VOTE

Permission to create / edit /delete chatbots

I would like to assign a team member to handle chatbots, without being an admin. That way the a communications officers can handle and tweak the chatbot algorithm and function.

9 months ago in Admin Experience / Live Chat 0 Backlog

1 VOTE

Data storage location: Australia

No description provided

9 months ago in Compliance & security 0 Backlog

1 VOTE

Audit logs access and export (on conversations)

Currently only Front support can access proper audit logs of what happened in a tenant. Who did what, system changes, and so on. As an enterprise platform we need to be able to see this. Similarly to how I can see it in Entra/Exchange/Purview. Bef...

10 months ago in Admin Experience 0 Backlog

1 VOTE

Bulk block teammates

Implementing a feature to block multiple departed teammates simultaneously would streamline our license/teammate management processes.

10 months ago in Admin Experience 0 Backlog

1 VOTE

Exclude own domain / account from reports

In certain reports - especially the CSAT report - the "internal" account is counted in the same metrics as customers in the Accounts Table. It would be great to exclude them.

10 months ago in Insights 0 Backlog

1 VOTE

Block access to performance data of agents

Hide an agent's performance data in Analytics UI and exports, do not allow to filter on this agent, etc. This is required by German law.

10 months ago in Insights 0 Backlog

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