Feature Requests

Reminder Agent to recognize and account for holidays—preventing reminders to be sent during those hours/days.

Right now, Reminder Agent doesn't distinguish between OOO auto-replies and actual responses.

We want the ability to loop in the site contact in the final reminder from the reminder agent. To notify the site contact that we are waiting a response from the user and we've already followed up a few times & haven't heard back - we will be closing this ticket & if the user still wants this to be resolved, ask the user to follow up with us.

Ability to exclude clients from running Reminder Agent.

Ability to exclude Contact Types from the Reminder Agent being triggered, as there's some high-profile contacts that should not have reminder agents auto-close threads if there's no response.

Reminder Agent currently restarts its sequence from Reminder 1 after completing the final configured reminder if the ticket status remains unchanged. This can lead to unintended message loops and excessive ticket activity. Additionally, the current setup only supports daily reminder intervals and always logs each reminder as a ticket entry, which may result in unnecessary clutter. The lack of configuration flexibility limits its usability for teams with existing ticket lifecycle workflows or custom follow-up strategies. Requested Features: Deactivation After Final Reminder: Add the ability for Reminder Agent to automatically deactivate after a specified number of reminders, without requiring a status change. This prevents looping behavior and avoids the need to create additional ticket statuses solely to exit the reminder sequence. Customizable Reminder Intervals: Allow users to define the interval between reminders, such as every 2 or 3 days, instead of the current daily default. Individual Reminder Scheduling: Support per-reminder scheduling so users can set different delays between each reminder or define longer gaps after a certain point. Optional Note Logging: Provide a setting to minimize or suppress reminder entries in the ticket note history, reducing clutter and maintaining ticket readability. Benefits: • Prevents reminder loops and client notification fatigue. • Enables alignment with existing follow-up policies and escalation timelines. • Reduces the need for excessive ticket statuses or complex mappings. • Helps maintain clean, readable tickets by limiting repetitive note entries. • Expands the utility of Reminder Agent beyond chat-based tickets, supporting broader adoption across all ticket types.

I want to be able to use slack for the approvals process

A lot of our customers are trained to send us screenshots/images of their error messages. When chatting with our AI bot, and prompted for the error message they are encountering, our bot cannot read the image they attach and asks them to type it out.

We have clients located all over the world in different time zones. We have reminder agent sending reminders out at 9am every weekday. We want reminder agent to respect the client's timezone settings so that it's not sending reminders to clients overseas in the middle of the night.

Currently, the master intent has a 3000-character limit, which restricts the number of commands and logic that can be included. I am already utilizing nearly all of this limit and need additional space to incorporate more commands without having to remove or condense existing ones. Requested Feature: Increase the character limit for the master intent beyond 3000 characters to allow for more complex and comprehensive command structures. Ensure that this expansion does not impact performance or response efficiency. Use Case Example: I have fine-tuned my master intent to function as intended and do not want to modify or shorten existing commands, as doing so could disrupt the chatbot's behavior. I need to add new commands to expand functionality, but I have reached the character limit. Expanding the limit would enable me to enhance the chatbot’s capabilities without the risk of breaking the current setup. Increasing the character limit would provide more flexibility for building robust and scalable chatbot logic without forcing users to compromise on existing functionality.