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2
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171
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10
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3
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17
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30
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2
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5
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4
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2
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2
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3
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6
Permissions
21
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5
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7
Settings (User Mgmt & Compliance)
8
Login and SSO settings
7
Make settings more granular
0
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1
Teammate Groups
6
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14
Admins can control more teammate settings
5
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3
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1
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7
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196
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5
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11
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9
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2
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14
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3
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3
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5
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4
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16
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10
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19
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3
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100
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26
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53
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3
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13
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27
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82
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23
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9
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6
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3
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0
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2
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3
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0
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4
Core Product Experience
672
Collaborate - work together seamlessly
54
Access - what's accessible or visible to whom in P3
3
Comments / @ mentions
15
Delegated inboxes
5
Merge / privacy leaks / threading
10
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5
Compose - write efficiently with quality
165
Attachments
18
Composer
55
Internal discussions
12
Message headers / metadata
5
Message templates
28
Signatures
18
Navigate - find your work
35
Linked conversations
4
Notifications
12
P0 navigation - app switcher
0
P1 navigation - left pane
14
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28
Printing
7
Vacation responders
9
Schedule - manage your calendar
120
Attendee management
5
Cal Collaboration
5
Cal/scheduling efficiency
9
Calendar - other
11
Calendar View
32
Create New Event
7
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5
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11
RSVPs
0
Scheduling Links
21
Settings
2
Ticketing
1
Triage - get to inbox 0
91
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6
Mute / subscribe
2
P2 display - conversation list
10
P3 display
20
Snooze
15
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12
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378
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5
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45
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3
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2
Dynamic objects
17
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3
Partner Integrations
219
Existing integrations
95
New integration requests
113
Plugins
11
SDK
5
Insights
94
Analytics areas
2
Front line user - analytics
0
Generic drill down (business objects)
0
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0
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1
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0
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7
Analytics API
3
Analytics API - exports
3
Analytics API - General behavior
0
Analytics API - New type of queries
0
Analytics API - reports
0
Analytics Export Formats
1
Analytics export UI
0
Analytics exports content
1
Analytics exports content - fields
1
Analytics exports content - events
0
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1
Scheduled report - customisation
1
Analytics Functionality
15
Analytics - Permissions
1
Analytics Alerts
0
Analytics Comparison
0
Analytics - comparison - period
0
Analytics - comparison - Teammates
0
Analytics Filters & Dates
4
Analytics - filters - Account
0
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0
Analytics - filters - General improvments
1
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0
Analytics - filters - New filters
1
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0
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1
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0
Analytics Views (Tabs)
0
Analytics Widgets
5
Analytics - Widgets - distribution chart
0
Analytics - Widgets - general behaviour
0
Analytics - Widgets - Heatmap
1
Analytics - Widgets - scalar - main metrics
0
Analytics - Widgets - Tables
2
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1
Conversation Stages
4
Real time Analytics
0
CSAT
21
CSAT - channels
0
CSAT - customisation
11
CSAT - Customisation - general
1
CSAT - Customisation - Stars
0
CSAT - Customisation - Survey
10
CSAT - Customisation - survey - Link
2
CSAT - Customisation - survey - scale
2
CSAT- Customisation - survey - answers
1
CSAT - Integration
0
CSAT - journey
3
CSAT - rule template
0
CSAT metrics and reporting
2
Direct connectors
0
Insights - Other
0
Insights - Systems
1
Insights - Systems - Ingest optimisation
0
Insights - Systems - Loading optimisation
0
Insights - Systems - stab
0
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0
Live dashboard
2
Metrics
16
Breakdowns and totals
3
Analytics - Breakdown - Tags
2
Analytics - totals
0
Business Hours and time measure
2
OOO - Analytics
0
Timezone - Analytics
0
Metrics - misc improvements
1
Metrics by type
5
Activity analytics
0
Analytics - Channels or third parties
0
Analytics - Calls
0
Analytics - Chat
0
Analytics - Conversation origin and journey
1
Analytics - Performance
2
Analytics - Outliers
0
Analytics - Performance - Misc
0
Analytics - Times
2
Analytics - Times - max min median
1
Analytics - Volumes
0
Message template analytics
0
Outbound analytics
1
Knowledge Base
85
Live Chat
115
Chatbots
35
Front Chat
17
Search
30
API
0
Archive
0
Business objects
0
Filters
6
Filters - Query builder
0
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1
Find the result I'm looking for
2
High level problems
0
Matching
5
Navigation
0
Search administration
0
Search Results
6
Search Ranking
1
Search result previews (P2)
2
Search sorting
1
Start the search
3
Search location
3
Suggestions
1
Top Result suggestions
0
Tech - Search performance
1
Type query
0
Systems
71
Channel management
4
Counters
6
Email channels
18
Error messages
0
Filetype support
0
Import
1
Importer
0
Other (Systems)
1
Other channels
26
Facebook
1
Form
0
Google Play
0
Intercom
3
Smooch
0
SMS
2
Talkdesk
0
Twilio
6
Twitter
0
Voice
1
WhatsApp
3
Parser
1
Security
6
Threading
1
Two-way sync
4
Workflows
155
Advanced rule conditions and actions
17
Assign
3
Auto-reply
7
Notify
1
Time-based options
2
Company rules
1
Links based rules
0
Load balancing
3
Macros
8
Other (workflows)
10
Outbound/Sequences
8
Rule actions
15
"Create new conversation" actions
2
3rd party
1
Missing core rule actions
2
Rule conditions
6
Rule library
2
Rule management
6
Rule trigger
5
Scalability/Engineering
0
SLA
1
Smart rules
6
Custom fields (smart rules)
2
Teammate availability
10
Views
6
Workforce management
10
Smooch
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