All ideas

Problem Articles can only be added to a single category, even when they're relevant to multiple themes. Request Allow the same article to be added to multiple categories in the Knowledge Base.

Problem Building multiple Application Objects with similar formatting requires starting from scratch each time, creating unnecessary duplication of effort. Request Add ability to duplicate an existing Application Object to use as a template for su...

Problem Average Reply Time includes delays from customers responding outside business hours and teams replying the next day, inflating metrics and misrepresenting actual responsiveness. Request Add a metric measuring average time from conversation...

Problem Data retention policies apply to all conversations indiscriminately, with no way to exclude specific conversations that should be preserved. Request Allow admins to scope data retention policies using filters such as tags, contacts, domain...

Problem Custom fields are only available at the Inbox level, requiring unique templates or signatures for each channel when dynamic content like phone numbers and names is needed. Request Enable custom fields at the Channel level so dynamic inform...

Problem Activity history in conversations within private inboxes only displays snooze information. Request Display the full activity history in private inbox conversations, matching the same level of detail shown for team inbox conversations.

Request Macros that move conversations should also trigger Required Tagging rules, just as manual actions do.

Request: AI features to be multi-modal, meaning they could understand images within the content they are based on. For example, SimilarConversation could recommend a conversation that includes a similar image, AI tagging could classify content bas...

Problem Manual tagging is time-consuming, but fully automatic tagging is not trusted without human review. Request Display AI-generated tag suggestions for conversations that the team can review and validate before applying.

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...