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Option for chat visitors to close the chatbot conversation themselves

As it is now, there is no way for a chat visitors to close the chat, instead of either waiting in the middle of a chat flow without reaching an end of path, or getting redirected to our inbox when it isn't necessary or if they have found the answe...
over 1 year ago in Chatbots 1 Backlog

Initiate an email from a personal address in a shared inbox

I'd like to be able to start an email "in a shared mailbox" but sending from my personal email address/inbox so that any replies show up in the shared mailbox as open/assigned to me. Most of our users communicate with customers using their own ema...
over 1 year ago in Core Product Experience 0 Backlog

[activation] Shared AI training for same tag across AI tagging rules

Situation: when I want to create an AI tagging rule for multiple inboxes, all using the same tag (e.g., VIP), I have to train the AI, by reviewing message samples, separately for each rule, even though it's the same tag. Request: Streamline the pr...
8 months ago in AI / AI tagging 0 Backlog

Tasks in calendar

No description provided
over 2 years ago in Other (CPX) 0 Backlog

Knowledge base - Duplicate articles

Ability to clone/duplicate existant knowledge base articles.
over 1 year ago in Knowledge Base 2 Backlog

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.
about 2 years ago in Core Product Experience / Insights 0 Backlog

CSAT: Multiple language support

No description provided
over 3 years ago in CSAT - Customisation - general 1 Backlog

Include all Slack message content for bot messages

Bots often add "attachments" or "blocks" with additional message content. These are not included in the message text since their intended use seems to be for "lower priority content", according to the Slack docs.
over 1 year ago in Other channels 0 Backlog

Safety nets for agents

This is an entire family of workflows around "I want to prevent something in special circumstances" Identified use cases: - Select a default channel in certain cases (i.e. "you have to use the risk@ channel by default when in the risk inbox") - Bl...
about 4 years ago in AI / AI angel (QA before sending) / Other (workflows) / Workflows 0 Backlog

[channel] AI tagging on more channel types (SMS, chat, custom channels ...

Ability to set up AI tagging on more channels like SMS conversations, chat, social, whatsapp, custom channels
about 1 year ago in AI / AI tagging 0 Backlog