All ideas

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.

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...

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.

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. ...

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

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...

On mobile, please find a way to navigate from one thread to another easily [interpretation: when you have a conversation open in mobile app then to move to another conversation you have to navigate back to the conversation list. You can't just go ...

Ability to clone/duplicate existant knowledge base articles.

When a user clicks on the 'post' link we show on an inbound Instagram message we don't bring them to the full post but instead just the media content (so it's kinda like a preview). It would be nice if Front linked directly to the Instagram post m...

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.