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Show summaries for all conversation previews

Show the conversation summaries when it can help understand what a conversation is about, across the app so a user can work faster. For example, showing the summaries on conversation previews in the inbox view the search view linked conversation t...
7 months ago in AI / AI summary / Core Product Experience / Search result previews (P2) 0 Backlog

Add ability to reply to messages in bulk

Many times it may be necessary to reply to multiple messages with the same information (ie a problem ticket is closed and you need to tell each client the issue is resolved). Right now, messages in Front need to be replied to individually. It woul...
about 2 years ago in Core Product Experience 0 Backlog

Knowledge Base: Set up approval workflows

Ability to set up an approval workflow so that certain teammates can approve an article before it is allowed to be published
over 1 year ago in Knowledge Base 0 Backlog

Dedicated "View edit" permissions

Have permissions specific to create/edit/delete Views.
over 1 year ago in Admin Experience / Resource management permissions 0 Backlog

Allow rules and macros to "reply all"

Allow rules to reply all instead of replying to the sender.
almost 4 years ago in Auto-reply 3 Backlog

[accuracy] Similar conversations feedback loop reinforcement

Similar conversations lack of accuracy.Ideas: Allow to remove "similar" results and use this as training signal to improve the accuracy
7 months ago in AI / AI similar conversations 0 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/
5 months ago in Insights 0 Already available

Customize timing when Front Chat transcript is sent to chat visitors

Introduce setting to change time a chat transcript is sent to visitors with no reply from 5 minutes to another timeframe.
over 2 years ago in Live Chat 0 Backlog

Ability to manually mark a chat as "resolved", and allow a user to start a new chat conversation on another topic

We can't manually configure chat messages to refresh for the end-user. If someone sends us a message and we solve their problem, there's no way to manually make the chat history clean up/mark it as resolved so they can send us another message. Thi...
over 1 year ago in Live Chat 4 Backlog

Individual signature should not take priority over shared signature

As an admin, I can define a shared signature for a given channel/channels. However, if a user creates an individual signature, then the individual signature will become the default. How could an admin make sure that for a given inbox/channel, thei...
over 1 year ago in Signature management 0 Backlog