All ideas

Request Enable SLA / Time Goal rules to access and use dynamic variables in conditions and actions.

Problem Comments posted by rules cannot be deleted by anyone except the rule's owner. When a rule generates a comment that needs to be removed, admins have no way to delete it. Request Allow company and team admins to delete comments posted by rules.

Problem When composing a lengthy, formatted reply and a new message arrives on the same thread, the user must abandon the draft, switch to the latest message, and re-create the reply with formatting adjustments. Request Add a "Reply to most recent...

Context: Analytics is counting conversation segments When clicking to see the detail of a metric the number of conversation segment is displayed and the list of associated conversation is provided Problem: We can display 5 conversations for 6 segm...

Evaluate the activity of the teammate by counting the volume of meeting such as appointements Asked by a CSM to evaluate appointment activity

Problem Message exports contain fewer fields than event exports, making them less useful for comprehensive data analysis. Request Provide all fields available in event exports in message exports as well.

Problem Currently, you need to send CSAT surveys to contacts individually. To measure customer satisfaction across your customer base on a periodic basis, you need a way to send to multiple contacts at once. Request Add a mass action to send CSAT ...

Problem The week view calendar displays a full 24-hour range, but only ~9 hours typically contain events, causing the scheduled items to appear cluttered and compressed. Request Allow users to narrow the displayed time range (e.g., to 12 hours or ...

Problem When reviewing metrics details, there's no direct way to view and navigate through the associated conversations, requiring additional steps to take action on them. Request Display a list of conversations directly accessible from metrics de...

Problem The composer in Facebook channels does not support link insertion like email does, forcing users to paste full URLs without shortening options. Request Add link insertion capability to the Facebook composer to allow shortened or formatted ...