All ideas

Problem Teams cannot view the status of another team's conversation without having direct access to that inbox, limiting visibility across teams. Request Cross-team visibility into conversation status and updates without granting full inbox access...

Problem Inbound messages, outbound messages, and internal notes in Chat conversations are difficult to distinguish visually due to similar blue and grey shades. Request Redesign message styling to clearly differentiate message types, and optimize ...

Problem When the current assignee goes out of office and a conversation reassigns to the next person, if the original assignee becomes available again before their turn in rotation, the conversation doesn't reassign back to them. Request When usin...

Request Add a rule action to merge a contact into an existing contact record for channels using different handles like chat.

Problem Analytics only show handle time, not the actual time spent working on a ticket from when a user starts to closure. Request Track time spent actively working on each ticket for more accurate analytics.

Problem Developers can't see logs of their API requests or debug failures; they have to contact support to understand why requests are failing. Request Provide a dashboard showing all API requests issued by an account, including request details an...

Problem Phone call transcripts from telephony providers are currently not used to generate Topics. Request Ability to use telephony provider transcripts to automatically generate Topics, making Topics truly omni-channel and accurately representing...

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...

Problem When a rule is created, it only applies to new conversations, leaving existing conversations unaffected even if they meet the rule conditions. Request When creating a rule, provide the option to retroactively apply it to conversations alre...

Request Provide an assistant to help find available meeting times and manage scheduling across teammates.