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Extend Shifts functionality to include Busy status instead of just out of office.

This is useful since members of my sales team want to make sure that we get our direct communications, but I'd like the new group emails to go to the next available rep. I have a team that mixes both direct and group emails.
6 months ago in Admin Experience / Workforce management 1 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
4 months ago in AI / Core Product Experience 0 Backlog

Chat - Display customer's geo location

When chatting with a customer, have the ability to see their current geographic location. This is important for businesses who have to comply with export restrictions.
6 months ago in Live Chat 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
about 2 years ago in Analytics - Times 0 Backlog

CSAT link expiration

Set a duration after which the survey is not accessible
10 months ago in CSAT - Customisation - Survey 1 Backlog

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

No description provided
over 2 years ago in Composer 4 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
almost 4 years ago in CSAT - Customisation - survey - scale 3 Backlog

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...
about 2 years ago in Core Product Experience 2 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.
about 2 years ago in Workspaces 0 Backlog

Ability to use "reply-to" fields in rules

Use the "reply-to" field for auto replies instead of the "from:" field.
about 4 years ago in Auto-reply 2 Backlog