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Update metric calculation for "new" and "closed workload"

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...
6 months ago in Insights 0 Backlog

Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart)
6 months ago in Insights 0 Backlog

[core] AI tagging to support a default "other" tag

"Other" tag: It would be nice that if the AI tagging couldn't find a matching tag, that it would automatically apply an "Other" category tag. That allows up to review and account for new categories or potentially a need to re-train the AI tags. Po...
12 months ago in AI / AI tagging 0 Backlog

[test] AI suggested replies testing playground

Requests: I want to test how suggested replies would answer specific inquiries. I would like to access my KB content Today: I can't do that except if I send myself a fake email or if I create a testing inbox.
12 months ago in AI / AI suggested replies (auto draft) 0 Backlog

[customize] AI suggested replies to include knowledge base source link in the draft

Insert the source of the suggested replies in the draft so agents can send it as part of the reply and help the end-user self-serve. Today, the link is present in the outline but not in the reply. This makes it harder to insert after clicking sugg...
12 months ago in AI / AI suggested replies (auto draft) 0 Backlog

Calendar Feature

There should be a calendar available in front without having to link it to an outside email source such as Gmail.
over 1 year ago in Core Product Experience 0 Backlog

Allow to Download Inline Images from WhatsApp senders

Currently in the desktop app is not Possible to dowload Images send from Senders. you need to switch to browser and download via right click.
over 1 year ago in Desktop / Developer Platform 0 Backlog

Limit number of meetings that can be created in a week via scheduling link

No description provided
almost 3 years ago in Scheduling Links 0 Backlog

Define whether a shared channel can be used for outbound messages

In some cases, teammates should never reply to or compose message from a particular shared channel. To ensure this happens, the admin can set the channel settings such that it cannot be used for outbound messages.
over 2 years ago in Admin Experience 0 Backlog

Expand pattern-matching options for Dynamic Objects

Currently, Dynamic Object patterns can match on; digits [0-9] letters [a-z] alphanumeric [a-z0-9] spaces [\s] My platform can sometimes generate URLs which contain a double-slash "//" in part of the URL; https://example.com/resources//123 I want t...
over 1 year ago in Dynamic objects 0 Backlog