All ideas

Request Display the end date of a teammate's time off period when viewing their name, so others know when they'll return.

Problem Incoming audio messages are received as downloadable files that open in a new tab, requiring users to download and listen on their desktop. Sending audio replies is not currently supported. Request Enable inline audio playback directly wit...

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.

Request Track how many chat visitors click on links provided in chatbot flows.

Problem Front forms currently only accept a single file attachment per submission; adding a second file replaces the first, even when multiple files are selected at once or added via drag-and-drop. Request Allow multiple file attachments per form ...

Problem Session Idle Timeout is only configurable at the company level, but teams have different employees with different roles and shift schedules that require different timeout durations. Request Allow Session Idle Timeout to be configured at th...

Problem When teammates manually set their status to busy to focus on Dialpad calls and avoid load-balanced ticket assignments, their status automatically resets to available after each call ends. Request Preserve manually-set status through call c...

Request Apply Smart CSAT to individual inboxes in addition to shared inboxes, so dedicated teammates can track quality for their own external correspondence.

Currently, when you select "Take over" on a Suggested Reply, the quoted message history is removed from the draft and sent message. This request is for that to not be the case, and for Suggested Reply to retain that quoted history when it is taken...

Problem When opening a conversation, it shows the last activity (e.g., a comment) instead of the last unread message. Request Scroll to the last unread message when opening a conversation.