All ideas

Currently in Outlook, I have the ability to highlight non-contiguous text, copy those items, and paste into an outside application.

Be able to create message templates for comments the way you can for emails today.

As a team leader, I want to be able to ensure my team follows our correct operating procedure. With that, there's a need to have more control over the visual interface that agents work out of. I'd want to be able to add comments with HTML to show ...

Unfortunately, there isn't currently a way to merge conversations when one is started as a form submission, and the other was started via email. The conversations have different "types" and are not compatible for merge, and we'd like to be able ...

Why it’s useful: It helps managers understand how consistently their team members are sending messages throughout the month, rather than just seeing a total count. A daily average provides a clearer picture of each person’s typical workload and co...

Currently, choosing Gmail threading will thread messages according to Gmail's logic in addition to regular threading

Custom fields are currently limited to just 50. We would like to increase this to store additional customer data to trigger workflows and surface relevant context to our team

I'd like an endpoint to fetch a conversation via API using the Ticket ID. Use case is that we want to give information about a ticket to our customers and the people who help our customers in Discord. They know their inquiry by the Ticket ID. Thus...

Allow for usage of AI Translate functionality (message is received, language is auto-detected and user is able to translate message into language of their choice) in channels beyond email. Specifically, Chat, Portal, WhatsApp, SMS, Slack, and Cust...

Integration with Microsoft To Do similar to the existing Asana or Todoist integrations.