All ideas

Option to only show help centre from chat widget. Especially useful when chat is 'offline'. When offline hours are enabled, the widget is completely hidden from the site. This also hides the knowledge base, which seems like a strange thing to do. ...

The current options for dealing with unwanted messages like OOO replies are limited to archiving/resolving the conversation or merely tagging the message. For shared inboxes with ticket statuses enabled, the "Archive conversation" action inappropr...

Display CSAT ratings and reviews on my website in a way similar to displaying Trustpilot or Google Business Reviews

Collecting attachment as answers to specific fields while triggering a macro, for easy handoff/escalation to another team Use TIC to upload an attachment Use macro action(s) to use the attachment

Ability to restrict "merge conversations"

Would allow you to better define which messages are considered for SLA's and also give more control over when the SLA timer would start.

Ability to filter by tag in the live dashboard

Ability to clone/duplicate existant knowledge base articles.