All ideas

Problem Only the most recently used template is tracked per conversation. Request Track and report all templates used throughout the conversation.

Problem The archived-without-reply metric includes outbound messages, which inflates numbers for an inbound-focused metric. Request Exclude outbound messages from this metric calculation.

Problem When a message contains surveys in both the signature and template, the recipient receives duplicate survey requests for the same message. Request Avoid proposing duplicate surveys on the same message.

Request Add a filter in analytics to view conversations with no associated account.

Problem Private tags can't be used in filters or reporting, limiting their usefulness for teams that rely on them for internal organization. Request Add support for filtering and reporting on private tags, enabling them to be used in analytics and...

Problem CSAT survey rules don't support dynamic variables, preventing context-aware survey triggers based on conversation state. Request Enable dynamic variables in CSAT rules to support conditional scenarios like sending surveys only after a cert...

Request Support AND/OR logic when filtering conversations by multiple tags for more precise filtering.

Problem There's no way to attach custom metadata at the message level, making it impossible to track message-specific attributes in analytics. Request Add the ability to attach custom fields to individual messages and export them for analysis and ...

Problem There's no way for company admins to establish a standard default meeting length across the organization. Request Allow company admins to configure a default meeting length organization-wide while letting individual users override it when ...

Ability to open the CSAT survey in a new window instead of the current borwser