All ideas

Ability to have more granular permissions when it comes to "rule creation". It would be important to have some rule templates/rule types that certain users can create

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. ...

As a user, for the same reasons that Archiving and unsubscribing specific users in a rule is useful, I want to be able to do this for a Macro. For example, when moving a conversation from Inbox A to Inbox B. Even if some participants on the conver...

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.

Request to choose from a larger range of colors for calendar events

Comments build up quickly, and then it gets difficult to dig through a wall of grey comment boxes. This would introduce the ability to have comments that are threaded together.

We would like to be able to customize the chatbot flow / serve our customers different flows depending on specific customer attributes (i.e., contact fields). Different customers fall under different categories in terms of how we will provide supp...

Ability to clone/duplicate existant knowledge base articles.

Currently, the data retention policy feature applies to all conversations when activated. How could we add the flexibility to exclude certain conversations from being automatically moved to trash. Some potential approaches Ability to whitelist cer...

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.