All ideas

Request Users should be able to customize the chat widget launcher button color separately from other widget styling elements.

Problem Internal accounts are counted alongside customers in reports, skewing metrics like CSAT. Request Exclude internal accounts from reports.

Problem German law requires that individual employee performance data not be visible. Request Hide teammate performance metrics from Analytics UI and prevent filtering by individual teammates. Context This is a legal and compliance requirement.

Problem When sending bulk SMS with templates, recipient names copy identically in each message instead of personalizing. Request Support template variables for personalized bulk SMS (e.g., {name} becomes "Sam" or "Kate" for each recipient).

Request Support custom fields on teammate groups for API-based use cases like conditional user self-service.

Request Enable scheduling links with preset conditions and settings that can only be used once.

Problem Users need to read entire conversations or articles to find specific information, which slows resolution time and discovery of insights across data sets. Request Enable asking AI questions on conversations, Knowledge Base articles, and ana...

Problem Currently, you can only schedule one export per analytics view. Users who need daily reports for their manager and consolidated weekly and monthly views must duplicate the view multiple times, which is cumbersome. Request Allow multiple sc...

Problem Reports show all conversations matching criteria, but teams need to focus on only conversations where specific rules triggered to measure rule effectiveness. Request Enable filtering reports to show only conversations where a selected rule...

Problem When analytics metrics include more than 10 conversations, it's difficult to filter them further or run bulk actions across the result set. Request Enable saving metric results as conversation views so teams can more easily filter, group, ...