All ideas

Request Provide an API endpoint to programmatically merge multiple conversations, enabling automation and integration workflows.

Problem Call records (phone number, duration, transcript) are no longer displayed inline with SMS/MMS conversations. This makes it difficult for teams to quickly get context when joining an ongoing troubleshooting thread. Request Show call logs an...

Problem CSAT survey comments don't show who submitted them, making it impossible to attribute feedback or identify potential self-ratings by agents. Request Display the identity of who submitted each CSAT survey comment.

Problem Only company-level admins can invite new teammates, creating a bottleneck for teams that need to onboard members quickly without waiting for IT approval. Request Allow company admins to delegate invitation permissions to team/workspace adm...

Problem Related discussions cannot be combined — if two discussions cover the same topic, they remain separate with no way to merge them. Request Allow merging discussions, similar to how email conversations can be merged today.

Many customers ask for the full conversation in an analytics export. This is not possible as conversations can be very long, and the infrastructure cannot handle it. However, we could think about adding conversation-level metrics in the Get conver...

Request Allow teammates to manually close a chat conversation while customers can still start a new one.

Problem Chat and Internal Comment boxes have similar appearance and placement, leading to accidental posts to the wrong field and exposing internal notes to customers. Request Visually differentiate the fields more clearly (e.g., different colors ...

Problem When a calendar event is rescheduled, the notification says the event changed but does not always show the new date and time — users must open the calendar to see the update. Request Include the updated date and time in calendar event chan...

Problem Message templates are scoped to individual workspaces, forcing admins to duplicate templates across every workspace that needs them. Request Support company-level message templates that are available across all workspaces, similar to compa...