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Timeline of an employee's status

As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...
1 day ago in Insights 0

Chat - Notification when customer abandons chat

The customer's chat team would like to be notified in some way when the visitor abandons the chat conversation.
1 day ago in  0

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
1 day ago in Insights 0

Chat - Display customer's geo location

When chatting with a customer, have the ability to see their current geographic location. This is important for businesses who have to comply with export restrictions.
1 day ago in Live Chat 0

Expose Attachment filenames in Dynamic Variables

It would be useful to access a list of Attachment filenames (on Messages and/or Conversations) when working with Dynamic variables in Rules. One application of this could be; Scan attachment filenames to see if they match the pattern of my Stripe ...
1 day ago in Advanced rule conditions and actions / Workflows 0

Application Object Automatically Refresh Token

Running into an issue where salesforce connector apps are automatically logged out after 24 hours It appears we are not requesting a new token when a previous token expires. After speaking to Xav, it was highlighted that this happens because there...
2 days ago in Dynamic objects 0

"Vacation responder" for internal @mentions in comments

When I'm out of office for an extended time I set a vacation responder for emails. It would be helpful to enable the same thing for cases where a teammate @mentions me in an internal comment. Having a "comment vacation responser" could allow the s...
10 days ago in Vacation responders 0
340 VOTE

Comments will not cancel a snooze event

A lot of teams have a workflow where they snooze a conversation and continue to comment on it. It can be frustrating for them to always have to click Snooze again when it was internal comments that broke the snooze rather than a message from the c...
over 1 year ago in Snooze 2 Backlog
350 VOTE

Mark an inbound or outbound message as high or low importance

Inbound and outbound messages in Outlook can be set to have high or low importance: https://support.microsoft.com/en-us/office/mark-a-message-as-high-or-low-importance-44be4160-d3d9-4f26-97bd-46359b845ae3?ui=en-us&rs=en-us&ad=us Requesting...
over 1 year ago in Email channels 15 Backlog

Contacts and accounts plugin on mobile app

Provide access to contacts and accounts, similar to the plug-in available on the web browser and desktop app.
7 days ago in Native features 0 Backlog