All ideas

Problem Rules cannot automatically CC contacts on messages, requiring manual steps to ensure compliance with internal processes and customer requests. Request Add support for dynamic CC addresses in the Reply using message template rule action so ...

Problem Smart QA evaluation applies to all teammates by default, but some teams need to exclude specific people (e.g., new hires still in onboarding). Request Allow rules to specify which teammates or teammate groups should be evaluated by Smart QA.

Problem When chat offline hours are enabled, the entire widget is hidden from the site, including the Knowledge Base. This prevents customers from finding answers themselves when live support is unavailable. Request Allow displaying the Knowledge ...

Problem Businesses with export restrictions need to identify customer location during conversations to ensure compliance with regulatory requirements. Request Display the customer's current geographic location within the chat interface.

Request Clone existing knowledge base articles.

Problem Activity events like reopens, snoozes, and archives clutter email threads and make conversations harder to follow. Request Add toggle to hide these activity entries from thread view while keeping them logged for reference.

Problem AI-suggested replies and Ask your KB answers strip links from sourced Knowledge Base articles, forcing users to manually find and copy links. Request Preserve links from Knowledge Base articles in AI-suggested replies and Ask your KB respo...

Problem Form channels lack the visual customization options available in customer portal forms, making it difficult to match branding or embed seamlessly in websites. Request Provide a UI-based customization tool for form channels similar to the c...

Request Save searches for quick reuse without having to recreate them each time.

Problem Quarterly meeting scheduling requires booking 3+ months in advance, but scheduling links currently have a shorter booking window. Request Extend scheduling links to support at least 3 months of availability so teams can pre-book quarterly ...