All ideas

Problem Call recordings and transcripts from the Dialpad integration are visible to all inbox members regardless of recording visibility restrictions set in Dialpad itself. Request Enforce Dialpad's recording access permissions in Front so only au...

Problem Each Aircall call creates a separate conversation instead of threading calls from the same number together, preventing agents from viewing previous calls with the customer or understanding the conversation history. Request Support call thr...

Problem Users can manually move a message to a new conversation, but this action isn't available as a macro rule. Request Add a macro action to move a message to a new conversation, with the ability to preset the To address on the resulting conver...

Problem There's no easy way to get an overview of all teammates for housekeeping and auditing purposes. Request Provide a CSV export of all teammates, either globally or per-workspace.

Problem Settings objects such as message templates, tags, and rules can only be deleted permanently. There is no way to archive unused objects or recover accidentally deleted ones. Request Allow admins to archive settings objects (removing them fr...

Problem SLAs and response times are impacted when the team is unavailable during lunch or other breaks in the workday. Request Support multiple periods of business hours within a single day so teams can define non-contiguous working windows.

Problem Knowledge Base articles can be sent via email templates, but teams using discussions for internal communication have no equivalent feature. Request Enable sending Knowledge Base articles within discussions, matching the email template func...

Request Make tags accessible in the UI filtered by conversation segment, so users can only see tags relevant to the current conversation type.

Problem Blocked and deleted teammates don't appear in filters, making it impossible to reference their historical metrics in reports. Request Enable selection of former teammates when creating reports so historical metrics can be preserved and rev...

Request When you select multiple conversations in an inbox, be able to apply a macro to all of them at once.