All ideas

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...

Request Break down teammate group performance metrics to show individual teammate actions: number of conversations commented on, emails assigned to others, tags added, and other internal activities.

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 Sequences with dedicated SMTP servers have a 200-recipient limit, which restricts communication with larger contact lists. Request Increase the recipient limit for sequences to support users who need to communicate with larger groups.

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound...

Problem The composer does not offer text predictions, so users must type every word in full — slowing down repetitive or formulaic responses. Request Add predictive text autocomplete to the composer that suggests completions as the user types.

Problem When setting up macros or teammate answers, only one attachment can be selected for sending to backend tools via API. Request Allow users to select multiple attachments in a single macro or answer so they can send all necessary files to in...

Problem When a message is split into a new conversation, no rule trigger fires — the new conversation cannot be automatically tagged, assigned, or moved. Request Add a rule trigger for when a conversation is created from a split.

Problem When viewing a long conversation, there's no quick way to jump back to the beginning. Request Provide an easily accessible button or keyboard shortcut to jump to the first message in a conversation.