All ideas

Allow rules to reply all instead of replying to the sender.

It's hard to have a overview on low CSAT scores in the Customer Satisfaction report - especially in the account table. This would allow to quickly get a sense for customer health without digging in each account individually

The "Customer satisfaction details" table only contains details on traditional CSAT. This provides only a fraction of the knowledge about accounts

The ability to see ticket IDs at the top of P2 without the need to click on the message.

This would be great for teams who are on the go and need an easy, low-risk, low-click way of kick-starting a workflow/process.

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 ...

Similar to Google Calendar, the ability to label specific colors within the Calendar.

I would like to be able to AI tag messages by topic and sentiment in one inbox.

For many third-party channels, messages and call logs tied to one contact thread in one long conversation, which can be messy for users. The ability to split these messages into new conversations will help to organize their communications better i...

Ability to reconfigure location of reading pane from the right to the bottom (similar to options in Outlook)