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Rename Forward to "Forward with subscribers" and Resend to "Resend with subscribers"

Hello! I think it would be a great idea if the highlighted "Forward" were renamed to "Forward with subscribers" and "Resend" to "Resend with subscribers." In situations when folks are trying to forward a message to others (and not reveal that acti...
almost 2 years ago in Core Product Experience 2 Backlog

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
about 1 year ago in Insights / Workflows 0 Backlog

End shifts in the busy status

Set up shifts so that teammates are set as "Busy" X min before the end of their shifts, in order to allow for a smoother end of work transition. This way, teammates can finish their work without getting assigned brand new conversations that will r...
6 months ago in Admin Experience / Workforce management 0 Backlog

[granularity] AI summary at the contact and account levels

See a summary of conversations with a specific contact See a summary of conversations with a specific customer/account review all email correspondence with the client account list all references to the word 'transfer pricing' with date, subject he...
6 months ago in AI / AI insights / AI summary 0 Backlog

Align text and images (right-aligned, left-aligned, center)

No description provided
about 2 years ago in Composer 4 Backlog

Speak to Email

Product Feature: click cmd+R in front email to activate mic then I can talk out what Im trying to say gen AI turns that into a written out email copy that matches my conciseness and tone of voice
about 2 months ago in AI / Core Product Experience 0 Backlog

[context] AI to "understand" images (summary, similar conversation, tagging, suggested replies & AI answer ...)

Request: AI features to be multi-modal, meaning they could understand images within the content they are based on. For example, SimilarConversation could recommend a conversation that includes a similar image, AI tagging could classify content bas...
5 months ago in AI / AI answer for chat / AI data extraction / AI similar conversations / AI suggested replies (auto draft) / AI summary / AI tagging 0 Backlog

Only show teammates with access to the Workspace as assignment, mention and participant options

Minimize room for error and noise when assigning or mentioning someone. Only teammates with access to the conversation's Workspace should be possible to select.
almost 2 years ago in Workspaces 0 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
over 3 years ago in CSAT - Customisation - survey - scale 3 Backlog

Print or PDF entire conversation including comments

Teams that deal with sensitive content that may be subject to audit are looking for a way to take a snapshot of all content (emails/comments) on a conversation so they can store it elsewhere.
almost 2 years ago in Printing 0 Backlog