All ideas

My company uses social channels as true support and communication routes. We share a lot of our current support articles on X and other avenues, and those links have a preview image that helps users legitimize the link we're sharing. It'd be great...

A callout is a great way to bring attention to a particular line of text. My company has a lot of technical info that we'd use the Help Center to provide support and bring that information to our users en masse. Callouts highlight the extra import...

It would be great to be able to add team roles as a dynamic variable within teammate groups, so they can be referenced in account custom fields for rule-based automations. A use case would be if you had clients that were assigned to a specific tea...

As a manager, I want to either receive a notification or trigger a rule, whenever the live dashboard hits specific criteria (for example: if the backlog is more than x conversations, trigger this action or notify me)

Sorting through emails and adding tags takes multiple clicks, should be able to assign a tag with 1 button. Furthermore, we should be able to edit hotkeys to our preference vs the few standard preset options.

Currently the primary email for a contact has copy For each additional after it, hovering shows delete where copy is for the primary We should reorient the options in the contact details to each entry is mirrored across all for the layout

Support the ability to move a Message or Messages to a new conversation via the API. Suggested implementation to could be: // This example moves messages msg_10 and msg_11 out of conversation cnv_3 to their own new conversation. PATCH /conversatio...

Integrate an external CSAT Could be done through an API allowing to fill in our CSAT surveys

I would love to know if/when NLP and LLMs will be available for dynamic object extraction. Currently the feature is pretty limited by the user providing an exact match, which isn’t great for a white glove customer experience.

As a Team Admin, I want to be able to view the exact point that the conversation surpassed the 2hour response time. for me to find this information, I need to scroll through the whole conversation and find this time or breach. I would ideally be a...