All ideas

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 ...

Request Add analytics metrics to track the volume of first responses and second responses by day and channel.

Request Provide metrics on draft activity including number of drafts created per teammate and time spent in draft before sending.

Request Export conversations from Front to backup data or analyze communication history.

From a sales point of view, it would be really useful to get a list of all the accounts that opened a conversations in a certain period of time.We understand we can use the 'account filter' on every report, but this doesn't allow us to get the lis...

Problem Users can undo their own sent emails but can't undo teammates' emails, even when catching mistakes immediately after sending. Request Allow users to undo the send action on teammates' emails within the same undo window so teams can quickly...

Problem Customers often don't return to chat conversations after a period of inactivity, missing messages and limiting the effectiveness of chat for support. Request Add an "email notification" option to the "End of path" settings for chat convers...

Request Enhance analytics and insights in the individual agent workspace for better visibility into personal performance and conversation metrics.