Workflows

Problem Creating similar rules across workspaces requires rebuilding each one from scratch, which is time-consuming and error-prone. Request Allow duplicating rules within a workspace and copying them to other workspaces.

Problem Business hours configuration does not support holiday exceptions, so SLA timers and rules treat holidays as working hours. Request Allow adding national holiday closures and custom non-working days to business hours settings.

Problem There is no way to set a deadline for responding to a conversation, making it hard to track time-sensitive replies. Request Allow assigning due dates to conversations, with notifications when a due date passes without a response. Context C...

Problem SLA warning icons change to red at a fixed time threshold (the final quarter of the SLA window), regardless of how a team has configured priority levels — causing teammates to treat the wrong conversations as most urgent. Request Allow adm...

Currently, when a macro uses an action that creates a new draft (like applying a message template or canned response), it generates a clean, blank message. It does not automatically include the previous conversation history, similar to how hitting...

Problem: Rules built in sandbox can't be transferred to production, forcing builders to either edit prod directly or rebuild everything twice. Request: Enable export/promotion of validated rules and macros from a sandbox environment to production.

Problem Setting different reply time goals for different customer segments or ticket severity levels requires many separate rules, increasing admin overhead for maintenance and monitoring. Request Add reply time goal configuration as a node type i...

Problem Rule-triggered replies and forwards always use the default channel, which may be wrong when a conversation has moved across inboxes with different channels. Request Allow specifying which channel to use when a rule replies to or forwards a...

Summary Add a rule trigger that fires whenever a conversation's existing Application Object is refreshed and one or more of its values change. Problem Currently, App Triggers assume the external system can format the webhook in the exact format ex...

Problem Complex dynamic variables that are used in multiple rules must be individually configured in each rule/macro/playbook. Request Allow saving dynamic variables as reusable, shared components that can be imported into any rule/macro/playbook ...