Branching rules

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...

Request Allow dragging and dropping rule actions within branching rules to reorder them without having to recreate the entire action node.

Problem In complex branching rules, action boxes show no reference to which branch they belong to — as rules grow with many branches and curved connectors, it becomes hard to trace which branch drives each action. Request Display the branch name i...

Problem Branching rules don't support time-based conditions. Different departments need different wait times—for example, for conversations in waiting status—which currently requires creating multiple rules to cover all scenarios. Request Add time...

Problem Multiple branching rules can trigger on the same conversation, causing conflicting automation and unpredictable behavior. Request Allow a "stop processing other rules" option so that when a branching rule triggers, other rules are prevente...

Problem In branching workflows, common actions (tagging, assignment, notifications) can only be applied after the workflow branches, even when they should apply to all paths. Request Allow actions to be applied as intermediate steps before branchi...