All ideas

Problem Rules and macros can only reply to the sender — there is no option to reply to all recipients on the message. Request Add a "reply all" option for rule and macro reply actions.

Request Enable AI tagging for individual inboxes in addition to shared inboxes.

Problem Views only include inboxes from a single workspace, limiting visibility for admins managing multiple workspaces. Request Allow admins to create views that include inboxes from multiple different workspaces.

Request Include custom field values in analytics reporting, such as summing numeric field data by tag or other dimensions.

Problem There is no centralized place to see all conversations where you were @mentioned — mentions are scattered across inboxes and easy to miss. Request Add a notification center or activity view that aggregates all @mention activity for the cur...

Problem: Rules and macros have no version control or rollback, so a later change can silently break things with no undo; users mitigate with external screenshot docs. Request: Add version history with the ability to roll back rules, macros, and ap...

Problem: Macros can't be tested, so there's no way to simulate a run before deploying against real conversations. Request: Provide a way to test/simulate a macro run before publishing it live.

Problem: Boolean dynamic variables can't be printed in comments, so builders must hand-create string-converted variables just to display a value. Request: Allow boolean dynamic variables to be inserted directly into comments without a manual strin...

Problem: Branches in a macro can't reconverge, so any branching logic forces exponential, "branchy" macros that are hard to read and maintain. Request: Add a join/merge node that lets multiple branches reconnect into a single downstream outcome.

Problem Analytics measures total handle time across all replies, but does not isolate the time spent composing the first reply — a key indicator of agent responsiveness. Request Add a first reply handle time metric in Analytics.