All ideas

Be able to customize Shortcuts (such as Cmd + T for Tag), to switch things around and do faster the commands you most use. More options for this feature, such as a way to quickly copy the conversation ID.

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.

For clients with a sandbox/trial/developer account where significant effort has gone into testing workflows and integrations in a sandbox environment, migrating to production requires substantial manual work and copy/paste. It would be incredibly ...

Coming off traditional ticketing tools where lots of additional info is stored in custom fields that are more interactive and dynamic, conversation custom fields are not as easy to use or see. They feel a bit hidden and user must go looking for th...

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. ...

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 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

When selecting multiple conversations in the inbox, allow the use of macro for all.

Ability to clone/duplicate existant knowledge base articles.

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.