All ideas

Outbound metrics (seen / opened / nb of reach out before reply)

Problem Snoozing conversations in a personal inbox doesn't work well when the expected response time is uncertain, such as when waiting for a response from a third-party vendor. Request Enable custom statuses for personal inbox conversations as an...

Problem When forwarding messages between teams or routing to Slack, the full conversation context may not be necessary or relevant to the receiving team, creating information overload. Request Allow message content to be edited, filtered, or modif...

Request Support copying attendee lists from existing calendar events when creating new meetings with the same participants.

Request Add a rule action to automatically log emails and interactions to Gainsight, similar to existing Salesforce and HubSpot integrations.

Problem GDPR data export requests must be handled through Front Support, creating delays and back-and-forth communication. Request Provide a self-service option in the app for admins to initiate and download GDPR data exports without needing to co...

By being able to set up a rule to auto-archive a customer-submitted CSAT survey, it does not interrupt the workflow of any customer operation frontline teams and does not skew the data of opened/resolved conversations. With a rule you should be ab...

each Team member can view their own metrics each team member can view & comment on their own Smart QA and see all feedback.

Request Add tag reporting for individual tags in analytics. Currently, only shared tags have dedicated reports.

Problem When a conversation is moved by a rule, it automatically archives for subscribers with no way to prevent this behavior. Request Option to control whether conversations are archived for subscribers when moved by a rule.