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Rank search results based on the recency of the match and not the most recent activity on the conversation

Description: Search results are ranked chronologically but based on the last activity time of a conversation containing a match, and not based on the activity time of the search match in the conversation. For example for the search query: acme@acm...
almost 2 years ago in Search Ranking 0 Backlog

Minimize Drafts like Gmail

Is it possible to minimize email drafts in the main inbox view to copy and grab other information from my calendar, other emails, etc? This is a great feature in Gmail to be able to pop back and forth quickly as you piece your email together from ...
about 2 years ago in Core Product Experience 6 Backlog

Suggest knowledge base links in chat based on key words

When using the website chatbot, it would be awesome when a "key word" from a knowledge base article is used in the question to populate with "does this answer your question" and the article link. Then if it doesn't they can keep typing in the chat...
11 months ago in Chatbots / Knowledge Base 1 Backlog

Keyboard shortcut: select all (Ctrl+A) in the Spam & Trash folder to mass delete

Today, we are unable to use the select all shortcut in the spam folder, which makes mass deletion of spam messages difficult.
over 1 year ago in Core Product Experience / Keyboard shortcuts / Triage - get to inbox 0 1 Backlog

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
4 months ago in Insights 0 Already available

Disable contact exporting for non-admins

Provide admin the ability to turn off contacts exporting for non-admins
almost 2 years ago in Contacts / Export 3 Backlog

Rules action - Merge contacts

Rule action to merge the contact to an existing one (for channels that are not emails, using a different handle like chat).
11 months ago in Workflows 0 Backlog

Update the "Unsubscribe on unassign" preference to include additonal options such as being unassigned due to being OOO or unassigned via a rule

Update the "Unsubscribe on unassign" preference to include additonal options such as being unassigned due to being OOO or unassigned via a rule. Some companies wish to leverage the unsubscribe feature for teammates when they're away for vacation o...
over 1 year ago in Mute / subscribe 0 Backlog

Admins can lock the value of teammate preferences

Today, teammates have the flexibility to change many preferences and customize their experience. However, in some cases, admins may want to lock the value of some of these preferences in order to create a consistent customer experience and ensure ...
over 1 year ago in Admins can lock teammate-level settings 0 Backlog

Option to keep email open for yourself upon assigning to someone on your team

Currently, when a shared inbox owner assigns a conversation from the team inbox to a teammate, the message is moved to the assignee and is auto-archived for the inbox owner (though they are still subscribed). Afew inbox owners prefer to have these...
over 1 year ago in Core Product Experience 0 Backlog