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111 VOTE

Configure business hours as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
over 4 years ago in Admin Experience / Business Hours and time measure / Workforce management 12 Backlog
1 MERGED

Auto Launch Macro (not a rule!)

Merged
RELEVANT FOR NEW RULES & MACROS FUSION THAT WILL MERGES BOTH INTERFACES. Why not have a global "workflow" that looks like macro builder but includes rules & macro capabilities. Imagine 2 options for workflow types when opening the tool: 1....
3 months ago in Workflows 0 Backlog

Granular assignment limits

Giving Admins the ability to set complex limits such as “assign up to 1 chat and up to 5 emails to this teammates"
over 4 years ago in Load balancing 0 Backlog
2 MERGED

Rule to create a draft message when a message meets certain conditions

Merged
Customer request: "For us this would be perfect because 9/10 times our customer services uses canned replies. In this case they only have to check 1 sec and hit send button. In 1/10 of the times they have to edit the message or add an invoice in t...
over 2 years ago in Workflows 0 Launched