All ideas

Similar to how users can tag an email while composing a new one, users should have the ability to tag a discussion while composing one, especially since you can do it after the fact anyway.

It would be very useful to be able to add a custom field to messages in front, or maybe to be able to add custom metadata key value pairs. There are cases where we want to be able to tie information to a specific message in a conversation to recor...

Ability to branch chat based on agent visibility to ensure synchronous chat expectations are met - also to direct customers to submit a request via email or collect information but set expectations that all agents are "busy". and/or - ability to s...

Request: AI features to be multi-modal, meaning they could understand images within the content they are based on. For example, SimilarConversation could recommend a conversation that includes a similar image, AI tagging could classify content bas...

No auto-tag, but being able to see the suggestions so the team can validate before tagging

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...

To be able to set it to dd-mm-yy or mm-dd-yy

Provide an overview off all message templates when doing housekeeping and auditing. This could be a global export and/or per-Workspace.