Feature Requests

End users are confused about the OTP emails as the entire solution is white labeled to our brand, but the email comes from thread.

The idea being once we move a ticket to a resolution status it will then read all notes + resolution and verify the Type, Subtype, and Item.

Currently need to copy paste magic chat responses

Currently, in the chat window, pressing Enter sends the message immediately, regardless of whether Shift is held. This behavior does not allow users to format responses properly, especially when answering multiple questions from the chatbot. If a user begins typing a response and accidentally presses Enter before completing all answers, the chatbot processes an incomplete message, disrupting the flow of conversation. Requested Feature: • Modify the chat input behavior so that pressing Shift + Enter inserts a new line instead of sending the message. • Ensure that Enter alone continues to send the message as it currently does. • If this chat function is expected to be used within Microsoft Teams, it should follow Teams' behavior, where Shift + Enter creates a new line and there is an option for “Show Formatting Options.” Use Case Example: • The chatbot asks multiple clarifying questions in a single response. • The user wants to separate their answers for clarity (e.g., listing responses in separate lines). • With the current behavior, pressing Enter prematurely submits the message, leading to incomplete answers. • Implementing Shift + Enter for line breaks would allow users to format responses properly without disrupting the conversation flow. This feature would improve usability, particularly for business users who expect Teams-like behavior in chat interfaces.

We would like checklists from the PSA tickets to show in threads.

Ability to view "Products" associated to a ticket in ConnectWise PSA in Thread Inbox. This is used heavily for procurement related tasks/tickets.

I would like the Flows feature to support a more flowchart-style logic structure, including the addition of IF functions alongside the existing AND/OR options. Currently, when a ticket is entered, I can apply one filter, but I am unable to create conditional branches where different actions occur IF specific conditions are met. This limitation forces me to create multiple separate Flows and additional statuses within ConnectWise Manage, making it more complex to maintain. Requested Enhancements: Flowchart-Style Visualization – Allow users to create branching logic visually, similar to a decision tree. IF Conditional Logic – Enable multiple conditional filters within a single flow, so actions can be triggered dynamically based on different conditions. Nested Conditions – Support for multiple layers of conditions (e.g., "If A happens, then do X, otherwise check if B happens and do Y"). Simplified Management – Reduce the need to create multiple Flows and new statuses by allowing all conditions and actions to be handled within one Flow. This would make it significantly easier to update and maintain if changes are needed.

Currently, the chatbot responds immediately to each individual message, which can cause disruptions when users are answering multiple questions. If a user accidentally presses Enter before completing all their responses, the chatbot processes the partial message and replies before the user has finished. This leads to fragmented conversations and out-of-order responses. Requested Feature: • Introduce a brief response delay (e.g., 5–10 seconds) to allow users to send multiple messages in quick succession before the chatbot processes them. • If multiple messages arrive within this delay window, group them as a single user response for better conversational flow. • Maintain real-time responsiveness but provide users with a buffer to complete their thoughts before the chatbot interprets and replies. Use Case Example: • The chatbot asks multiple clarifying questions in a single response. • The user starts answering but accidentally presses Enter too early. • Instead of immediately responding, the chatbot waits for a brief moment to see if another message follows. • If multiple messages come within the delay window, the chatbot treats them as a single response before processing. This approach improves conversation flow and prevents interruptions due to premature responses. It would be particularly useful for users who expect a more natural, fluid chat experience.