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.

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...

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

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.

For people who don't have a perfect view, it's very convenient to be able to zoom like on Outlook -> with Mouse Scroll + or Mouse Scroll -

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

It would be great if I could split my shared with me inbox into two categories:1. The threads where I am mentioned in the comments (these typically require immediate attention) 2. The threads where I am a subscriber but I am not mentioned. Nice to...