All ideas

Problem Knowledge Base links open in the same browser tab, interrupting the information search flow. Request Links in the Knowledge Base should open in a new tab so users can continue browsing without losing their place.

Problem The "Add link" feature validates URLs, which prevents using dynamic variables in hyperlinks within message templates. Request Support dynamic variable syntax in hyperlink URLs so links can be customized per recipient.

Problem New users don't realize the From field in the conversation composer is editable, preventing them from creating messages on non-default channels (email, SMS, voice). Request Make the From field's editable state more obvious with a visual in...

Request Show popup notifications when new chat conversations arrive.

Request Expose a source type indicator in the merged_conversations API endpoint to indicate when conversations were merged via automation rules versus manual merge.

Problem Snooze intervals count calendar days, so an email snoozed on Friday for 2 days returns on Sunday instead of Tuesday—misaligning with team schedules that exclude weekends. Request Add a snooze option that counts working days only (excluding...

Problem Macros can only be created at the team level and are shared by all users, preventing individual customization of workflows. Request Allow users to create personal-level macros with custom actions (e.g., auto-label, move to custom view).

Problem Rules and macros cannot reference or operate on other conversations, limiting automation for cross-conversation workflows. Request Allow rules and macros to query and act on conversations based on custom field values (e.g., resolve all con...

Problem Viewing multiple attachments requires closing and reopening each one individually, which is tedious when reviewing many photos or files. Request Enable swiping or quick navigation between attachments without closing and reopening.

Problem Teams using multiple task management tools can't consolidate to tools they already pay for. Request Create an integration with Microsoft Planner.