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Include tags in message templates

I'd like to be able to add related tags to the message template as well, so that when I use it within an email reply, the tags are automatically added to the reply (based on the template) and I don't have to spend time doing that separately.
over 2 years ago in Message templates 3 Backlog

[context] AI features to leverage Front Conversation History

Leverage past email history for AI Answers/AI Suggested Replies. Past email conversations are a good source of knowledge to reduce product / general inquiries because: Doesn't required to be structured in a specific format Compared to a knowledge ...
12 months ago in AI / AI answer for chat / AI knowledge / AI suggested replies (auto draft) / Chatbots 1 Backlog

Ending Chat - allow agents to end chat & see when a customer abandons chat

We'll allow agents to end chats for end customers and we'll also notify agents when the visitor abandons the chat conversation.
6 months ago in Chatbots / Live Chat 0 Planned

Time Off Calendar

I'd like Team member Time Off to populate on the calendar. That way, when looking at the week and scheduling meetings/assigning projects, we can see whom will not be in office
about 1 year ago in Calendar View 0 Backlog

Configure the sidebar to show teammates who are "available"

Would help large teams be able to see exactly who is online, especially when the teams all have different starting times and work across the globe.
about 2 years ago in Core Product Experience 4 Backlog

Ability to hide the left sidebar

Ability to hide left sidebar to focus just on the conversations list and reading pane
about 2 years ago in P1 navigation - left pane 4 Backlog

Detect duplicate conversations & route them

Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...
7 months ago in AI / AI similar conversations / Workflows 1 Backlog

[language] AI summarize in a specific languages

Be able to specify the language of the Summary.
over 1 year ago in AI / AI language / AI summary 0 Backlog

Live Dashboard - Teammate Filter

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...
4 months ago in Live dashboard 0 Backlog

Option to unsubscribe a teammate from an email conversation

Once a conversation is finished, I'd like the option to unsubscribe any teammate who was initially in the conversation. They have no need to see the rest of the emails that go back and forth and may waste time looking at responses that they are a ...
about 2 years ago in Core Product Experience 3 Backlog