All ideas

SLA rules work on "oldest unreplied message". This makes sense because that's how long the end customer has been waiting. But some use cases require it to work on "last unreplied message".

When moving a message to a new conversation, there is no base rule trigger to automate actions on the new conversation. This idea suggests adding a new item to rule triggers for when a conversation is created from a split.

It would be helpful to be able to use custom fields / variables in chatbot flow messages like "Hi {visitor.first_name}" in order to personalize the chatbot flow more for chat visitors.

Situation: Currently, AI Answer for Chat only supports a single knowledge base, limiting its ability to draw from multiple sources of information. In scenarios where knowledge is spread across several external public knowledge bases, users cannot ...

As an Admin, I want to create a View that includes inboxes from multiple different workspaces.

If a teammate forgets to mark themselves OOO, then it will disrupt the team's workflows and assignment rules. Today, only a company admin or teammate with 'Teammate - Invite/Manage' permission can change another user's OOO status. By adding a new ...

When a Conversation or subset of teammates need management oversight, it would be nice to be able to automatically subscribe a Teammate to a Conversation with rules. Right now, notifications serve as partially good, but when the conversation is be...