All ideas

To make manual assignments faster/more accurate (especially to teammates with common names), it would be helpful if when I type a name into the assign box (like "Nick") the "Nicks" who populate show up in order of who you assign to most or who is ...

Allow shared message templates to be created that can be used across multiple Workspaces. This saves admins from needing to duplicate message templates.

In some cases we may need to do a group text similar to having 2 or more customers on the same email. Twilio supports this with their conversations api and it would be great to be able to connect to that from front.

For attendees who sign up from my scheduling link, send automated email reminders to them ahead of the meeting.

Allow rules using rule sets to be tested with the 'Test conversation' feature

I am looking for a function like "Mute" to avoid seeing internal chatter, however, I would like to see the message again when an external sender replies or when I am mentioned. Currently, using "Mute" has caused me to miss external replies to mess...

Load Balancing simply isn't offered in rule sets yet. This would be a plus.

Allow admins to configure audiences on individual articles based on user segments. Not just based on knowledge base but instead, based on the actual article or category itself. Ensure that AI autopilot or copilot replies reference the correct know...

When collaborating with teammates on email drafts, a revision history would allow for worry-free collaboration, keeping drafts of emails from accidentally being deleted. Auto saving drafts every few seconds when composing an email then being able ...

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 ...