Workflows

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...

Provide the ability to copy rules instead of having to start custom rules from scratch every time and provide the ability to copy rules to other workspaces.

Make it easy for teammates to find macros via a shortcut and potentially the / command

Currently, when an automated action fails, it does so silently, without showing any details anywhere in the app, either to teammates in the conversation or to admins through a log. Showing this information in the app would help users understand mo...

It would be great if a teammate could assign a Due Date for when a reply needs to go out for a specific conversation. We could tie in the Due Date with existing SLA rules, or issues notifications if the Due Date passes without a response from the ...

Today, setting up different reply time goals for multiple customer segments or ticket severity requires a large number of separate rules. Every separate reply time rule requires a separate rule. This increases the amount of time it takes for admin...

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...

Currently, personal rules only on conversations that remain exclusively within private inboxes. Once a conversation is moved or mirrored to a shared inbox, personal rules are no longer applied. Adding an "Allow Individual rules to run" setting on ...

I have a few dynamic variables I use in multiple rules. Some are relatively complex to configure like "Support Team member is available (Boolean)" - made by fetching Support Teammate Group > Filter (Teammate.is_available == true) > TeammateL...

SLA warnings currently show a rounded amount of time left before breach. We'd like to be able to either hover over the rounded amount to see the exact amount of time remaining, or just see the exact amount without hover.