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[core] AI tagging rule to support more triggers (e.g move, new inbound conversations)

Ideally, we'd want every conversation in our shared inboxes to get tagged so they can be triaged to the appropriate inbox. The AI tagging rule doesn't support moves Trigger on New Inbound Conversations Only: The AI tagging rule doesn't seem to sup...
about 1 year ago in AI / AI tagging 1 Backlog

CSAT: additional survey scales

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

RingCentral integration

No description provided
about 4 years ago in New integration requests 0 Backlog

Proactive QA (AI Seatbelt)

Using AI to determine if messages agents are drafting to send violate key quality assurance metrics, create confusion, or otherwise may result in a low customer satisfaction for that conversation (DSAT). Simple things like tone, grammar/ spelling ...
10 months ago in AI / AI angel (QA before sending) / AI insights / Composer / Manage conversation content 1 Backlog

Sent items in shared inboxes

Ability to see Sent items from Shared inboxes
over 2 years ago in Core Product Experience 2 Backlog

The ability to view & search within all rules that a company has

Giving admins the ability to have a top-down view of all rules that their company has. Would allow admins to search for specific rules based on their conditions.
over 2 years ago in Company rules 1 Backlog

Workforce management analytics

No description provided
over 4 years ago in New metrics / Workforce management 0 Backlog

Make Calendars available in Shared inboxes

We're often using user-email-accounts for shared inboxes / channels. However, we cannot use the calendar function as a "shared calendar". A support of this would be much appreciated because it also happens that we are using Gmail for user inboxes ...
over 1 year ago in Core Product Experience 1 Backlog

Right click menu with more actions

Include ability to right-click and copy an attachment to paste it somewhere else. Include ability to right-click and copy or drag and drop the email address that is in the "To" or "CC" or "BCC" line into the body of the email. Allow to right-click...
almost 4 years ago in Desktop 0 Backlog

"Private public" tags as a feature

Currently, the only tag types are Private tags (that only the individual can see) or Public tags (that everyone with access to the conversation can see). It would be a cool feature to have "Private public tags," which would be public tags that onl...
over 1 year ago in Tags 0 Backlog