All ideas

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

Problem CSAT scores are currently averaged across all individual surveys. Conversations with multiple surveys have disproportionate weight in the overall average. Request Change CSAT aggregation to first average scores within each conversation, th...

Request When exporting conversations, the timestamp field would be labeled "event date" instead of "message date".

Problem When metrics are broken down across multiple objects (like teammates), it's unclear what percentage each component represents of the total. Request Display the percentage that each component contributes to the total metric when viewing bre...

Request Enable scheduling of message template reports for automated delivery and performance tracking.

Request Support retroactive recalculation of account metrics to correct historical data and ensure accurate reporting.

Request Configure business hours on a per-company basis, allowing different companies to operate with their own specific hours.

Problem When a rule delays a CSAT survey and a new inbound message arrives after archiving, the survey sends at the original scheduled time instead of resetting based on the new message. Request Cancel the original CSAT delay and recalculate timin...

Problem Rules can update custom fields but not standard contact or account fields (phone, email, company, etc.). Request Add a rule action to update contact and account default fields in addition to custom fields.

Problem Actions originating from external sources (Gmail, Outlook, API) lack detailed source information for debugging and audit purposes. Request Log the action source (Front client, Gmail, Outlook, API, etc.) as a data field on each action for v...