Wishlist from a multi-brand workspace: what we’re missing after migrating | Community
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Wishlist from a multi-brand workspace: what we’re missing after migrating

Description:

We run several brands in one workspace, with chat, email, overnight Fin coverage and multiple languages. These are the gaps we keep hitting, roughly in order of impact:

Brands and what customers see

  1. A customer-facing name per brand, separate from the internal brand name. Brand names must be unique, so ours include internal suffixes. That internal name then shows in the Messenger header, in the “[Teammate] from [Brand]” sender line of chat replies sent by email, and in the email footer. Setting a display name on the sending address doesn’t change it.
  2. Editable footer and wording on conversation notification emails without building a full custom template for every brand.
  3. Brand detection for BCC’d emails. Customers often email many companies at once and put our address in BCC. These arrive with the default brand, and workflows can’t set the brand automatically.

Fin AI Agent

  1. Control over the transition line when a procedure starts (“Let me look into that for you…”). It’s sent before Guidance or the procedure applies, and it suggests Fin can see the customer’s account when it can’t.
  2. An editable or removable default handoff message.
  3. Fin Attributes on tickets and on email, without Fin replying. We’d like silent classification, for example a category or a risk flag, on channels where Fin doesn’t answer customers.
  4. AI summaries in the teammate’s language instead of the customer’s language, and clearer information when the auto-summary limit is reached.

Workflows and data collection

  1. Translated labels in “Collect data” steps when auto-translate is on. Right now we need a duplicate workflow per language.
  2. A date field, or format validation, in data collection. Dates of birth come in as free text, e.g. “03.10.993.”.
  3. Workflows that can change the ticket type, and reliably set ticket attributes when a conversation is converted.
  4. A “When a phone call ends” trigger.

Inbox and teammates

  1. Shared views with a “current teammate” filter, so one “My chats” / “My emails” view works for everyone instead of a personal copy per agent.
  2. Workspace-wide default notification settings for teammates. Every agent currently sets browser and email notifications one by one.
  3. An “Enter to send” option in the reply box.
  4. Closing an email conversation should resolve its ticket. A plain Close leaves the ticket “Submitted”, so it still counts as open in reports.
  5. Macros that can fill in the email Subject field.
  6. A brand or From-address picker for one-off outbound emails that applies after the first message too.

Reporting

  1. Show tickets in the Topics report and the Inbox Topic filter. The topic data exists, but tickets are hidden there.
  2. Copilot Guidance (currently in closed beta) generally available, so we can shape Copilot’s answers the way we do Fin’s.

Happy to share more detail on any of these.

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